Support Policy

Definitions

The term 'product' as used throughout this policy refers to any product/service you as a customer has with No Half Pixels unless explicitly stated.

Support Channels

No Half Pixels will provide standard product related support via out knowledgebase, (hereafter referenced as kb), tutorials and ticketing system. All support queries must be submitted using the above mentioned processes. Should it be necessary, we may request that you e-mail us with your login details. In such cases we will always communicate with you via our secure ticketing system to protect your confidential & secure details.

Support Hours

Our general support hours are Monday to Friday, 09:00 to 17:00 (GMT). During this time, we can generally provide feedback on any support queries within 12 – 72 hours. We are also committed to answering any queries outside of these hours within 72 hours. Please note that we do not provide support during UK bank holidays.

What We Support

We only cover support for our designs, products and hosting solutions, and can’t give general WordPress, WHMCS and Internet support that isn’t related to our services. For general WordPress, WHMCS and internet support you will have to use www.wordpress.org/support, http://forums.whmcs.com respectivley.

We understand that there is a fine line between what is considered support & modifications. So whilst we will try to help you with any type of query (support or modification), we can’t provide free extensive help in terms of modifications. Technical support will thus take priority over modification support.

How is your response time calculated?

As an added aid to help notify you of when to expect a reply we display an estimated response time. This time is calculated by averaging the response times between ticket replies on the last 100 tickets.

While this is not an exact science we believe this calculation is a good representation of when to expect a reply. We would emphasize that the response time does not take into account our support hours.

For example: if you submit a ticket or reply, out of office hours, and the estimated response time says 10 minutes, this does not mean you will get a response within 10 minutes. It means "during our support hours you can expect to receive a reply within approximately 10 minutes".

We try very hard to make sure that support tickets are not needed by ensuring our products function without much intervention, and we also try to answer your queries as soon as possible. All queries are taken with the highest importance and we try to make sure we answer your query within 24hrs, however during busy periods this can be increased to 72hrs.

Definition of Modifications

We cannot make any modifications which require the original working code to be changed for anything other than its intended purpose, as described in the product information. No Half Pixels will be happy to provide quotes should you require the customization of any product.

Bug Fixes

We are committed to fixing all bugs as soon as possible after they have been brought to our attention. The ‘fix’ will be conducted at our earliest opportunity.

We reserve the right to make changes to this policy as and when required. Should any changes be implemented all clients will be notified within 24 hours.