Statement of Support

Download Our Maintenance & Support Overview Flyer

This flyer outlines in a nutshell our policies for tech support and what’s included and what’s not, along with rates and other information for getting help. Download it here:

Email

Summary

When you purchase email services from us, we provide the setup of email accounts and the hosting of the accounts on our server. It is your responsibility to configure the email accounts on your computer(s) and mobile device(s).

We support:

  • Problems with the server
  • Creating and removing emails
  • Resetting passwords
  • Online setup instructions for popular email clients and mobile devices

Point of Contact:

  • Our support includes help & support for one primary point of contact (e.g. you, the client.)
  • We can provide support for multiple team members, but any support provided for team members other than the primary contact may be billable hourly without an upgraded support plan. Ask us about options.
  • To avoid additional charges, please have your team members filter their requests through the primary contact.
  • This also helps ensure that the primary contact is aware of everything that is happening with the account, and we don’t cross wires.

We do not provide support for:

  • Setting up the accounts on your computers and mobile devices
  • Troubleshooting issues with your computer, email software, internet connection, network or mobile device

We may charge a fee for:

  • Any setup, support or inquiries related to third-party email hosting
  • Assisting with moving your email away from our services
    • Changing domain & DNS settings
    • Working with third-parties to facilitate the change (e.g. IT companies)

We Recommend IT support:

Because every computer and network is different, nine10 cannot provide support setting up or troubleshooting problems with your computer, Internet, network, or phone configuration beyond what is provided here.

Need Help Finding an I.T. Professional?

We recommend other Chamber members. Your best bet to find an IT professional to help with your email can likely be found under the “Computer Networks” category of the Chamber’s Membership Directory:

If you do not have somebody in the office who has IT or computer experience, we strongly recommend getting help from an IT company to ensure your email accounts are correctly setup. Here are a few local IT providers who you may wish to contact to get started, however the Chamber Directory is a great resource. Be sure to check it out!

  • Fusion Business Solutions: (780) 402-3231
  • InfoTech Solution Providers: (780) 513-8324
  • Hi-Tech Business Systems: (780) 538-4128
  • Park Solutions: (780) 832 8525
  • IT Partners: (780) 513-4455
  • Immersive Technologies: (780) 830-5373

Websites & Hosting

Summary

The websites that we build and host for you are fully supported by nine10 for as long as you are hosting the site with us. The included warranty & technical support is described below.

Warranty

Your nine10-built website is covered under warranty for the duration you are hosting the website with us. If there is a software bug, error or problem which prevents you from being able to use your website, and it is due to factors we can reasonably control, we will troubleshoot and make every effort to repair the problem, at our sole expense.

Specifically, the warranty covers:

  • Software bugs & error messages (resulting from nine10’s workmanship)
  • Broken features in the website editor software (resulting from nine10’s workmanship)
  • Broken features in the software on the public-facing website (resulting from nine10’s workmanship)
  • Troubleshooting problems with the hosting service or availability of the website (if we have control of it)
  • Troubleshooting problems with the domain or DNS settings pointing to the website (if we have control of them)

The warranty does not cover:

  • Making changes or updates to the content of the website
  • Adding or changing features or functionality of the website
  • Marketing or promoting the website (e.g. SEO, online advertising, etc.)
  • Issues arising from services or conditions outside of our control (for example, specifications for third-party services and software change which break your website)
  • Troubleshooting issues with your computer, email software, internet connection, network or mobile device
  • Websites not built by nine10 but hosted by nine10

One Point of Contact:

  • Our support includes help & support for one primary point of contact (e.g. you, the client.)
  • We can provide support for multiple team members, but any support provided for team members other than the primary contact may be billable hourly without an upgraded support plan. Ask us about options.
  • To avoid additional charges, please have your team members filter their requests through the primary contact.
  • This also helps ensure that the primary contact is aware of everything that is happening with the account, and we don’t cross wires.

Hosting Your Own Site:

Should you take your website to host elsewhere, or obtain a Flex License for your website (if applicable), this warranty becomes permanently null and void.

Technical Support

In addition to the warranty, your nine10 website comes with free technical support for the duration you host the website with us. This technical support is intended to provide you with general help in using the website editing software to maintain your site.

The technical support covers:

  • Phone & Email Support during normal operating hours of nine10 Incorporated
  • Troubleshooting & helping with issues using the website editing software
  • Touch-ups for training for you and your staff (in our office, max once per quarter – additional training available at a fee)

The technical support does not cover:

  • On-site visits for support or training (hourly charges will apply)
  • Making changes or updates to the content of the website
  • Adding or changing features or functionality of the website
  • Marketing or promoting the website (e.g. SEO, online advertising, etc.)
  • Issues arising from conditions outside of our control (e.g. problems with your computer, internet, network, etc.)
  • Troubleshooting issues with your computer, email software, internet connection, network or mobile device
  • Websites not built by nine10 but hosted for you by nine10

One Point of Contact:

  • Our support includes help & support for one primary point of contact (e.g. you, the client.)
  • We can provide support for multiple team members, but any support provided for team members other than the primary contact may be billable hourly without an upgraded support plan. Ask us about options.
  • To avoid additional charges, please have your team members filter their requests through the primary contact.
  • This also helps ensure that the primary contact is aware of everything that is happening with the account, and we don’t cross wires.

We may charge a fee for:

  • Any setup, support or inquiries related to third-party built or hosted websites or website software, or third-party website vendors
  • Support provided to team members other than the primary contact (unless an upgraded support plan is in place, ask us for details.)
  • Assisting with moving your website away from our services
    • Changing domain & DNS settings
    • Packaging, moving or sending files & data (when applicable)

Websites Built on 3rd Party Hosted Platforms

Summary

We can build your website using a popular 3rd-party platform, such as SquareSpace, Shopify, Volusion, etc., in a full-service manner. We sign up for the account, configure the settings, plan, design, build and launch the website. After it is launched, we can provide maintenance services for the website, additional training on how to edit the website, and troubleshooting on how to use the tools to edit or upgrade the website (charges apply for these services.)

What we can’t control, however, is the hosting of the website (and its reliability or availability), the features that are available on the platform (or how they work), or the pricing, terms and conditions of the platform, such as hosting fees and costs for additional software, services and products from the 3rd party vendor.

We support:

  • Creating & configuring the required account with the 3rd party
  • Start to finish design & development of the website
  • Initial training and showing you where to find additional help resources

We do not provide support for, or have control over:

  • The availability, compatibility or reliability of the 3rd party service provider or it’s software and hosting services
  • The available features, functionality and/or limitations imposed by the software or the 3rd party service provider
  • Maintaining or supporting the documentation and help resources provided by the 3rd party service provider
  • Changes to the pricing, terms or privacy policy of the 3rd party service provider
  • Troubleshooting issues caused by your computer, email software, internet connection, network or mobile device. We recommend getting IT support for such issues and will be happy to refer you to an IT service provider if you do not have one.

One Point of Contact:

  • Our support includes help & support for one primary point of contact (e.g. you, the client.)
  • We can provide support for multiple team members, but any support provided for team members other than the primary contact may be billable hourly without an upgraded support plan. Ask us about options.
  • To avoid additional charges, please have your team members filter their requests through the primary contact.
  • This also helps ensure that the primary contact is aware of everything that is happening with the account, and we don’t cross wires.

We may charge a fee for:

  • Training on using the tools to manage the website 
  • Maintenance of the website
  • General technical support for using the tools 
  • Contacting third-party support on your behalf
  • Providing support to team members other than the primary contact.

Website Applications & Software

Summary

Web applications (portals and custom software) that we build using our Flauntomatic Software Platform are fully supported by nine10 for as long as you are hosting the application with us. The included warranty & technical support is described below.

Warranty

Your application is covered under warranty for the duration you are hosting the application with us. If there is a software bug, error or problem which prevents you from being able to use your application, and it is due to factors we can reasonably control, we will troubleshoot and make every effort to repair the problem, at our sole expense.

Specifically, the warranty covers:

  • Software bugs & error messages
  • Broken features in the application software
  • Problems with the hosting service or availability of the application
  • Problems with the domain or DNS settings pointing to the application (if we have control of them)

The warranty does not cover:

  • Making changes or updates to the content of the application
  • Adding or changing features or functionality of the application
  • Issues arising from services or conditions outside of our control
  • Troubleshooting issues with your computer, email software, internet connection, network or mobile device

Should you take your website elsewhere, (e.g. you have obtained a Flex License for your application, and decide to host it elsewhere), this warranty will end permanently.

Technical Support

In addition to the warranty, your application comes with free technical support for the duration you host the application with us. This technical support is intended to provide you with general help in using the application on a day-to-day basis.

The technical support covers:

  • Phone & Email Support during normal operating hours of nine10 Incorporated
  • Troubleshooting & helping with issues using the application
  • Touch-ups for training for the administrators of the application (in our office)

The technical support does not cover:

  • On-site visits for support or training (hourly charges will apply)
  • Making changes or updates to the content of the application
  • Adding or changing features or functionality of the application
  • Direct support to end-users (your clients/employees) of the application (please have them direct requests through the authorized contact on your account.)
  • Issues arising from conditions outside of our control (e.g. problems with your computer, internet, network, etc.)
  • Troubleshooting issues with your computer, email software, internet connection, network or mobile device

One Point of Contact:

  • Our support includes help & support for one primary point of contact (e.g. you, the client.)
  • We can provide support for multiple team members, but any support provided for team members other than the primary contact may be billable hourly without an upgraded support plan. Ask us about options.
  • To avoid additional charges, please have your team members filter their requests through the primary contact.
  • This also helps ensure that the primary contact is aware of everything that is happening with the account, and we don’t cross wires.