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:
All support for email accounts is now handled through Hi-Tech Business Systems
As of November 23, 2020, nine10 Inc. no longer offers email services or support – these functions have been moved to Hi-Tech Business Systems. You can direct all support inquiries regarding email to:
- Web: hitechgp.com
- Email: itservice@hitechgp.com
- Phone: 780-538-4128
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 equipment, 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 equipment, 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
When nine10 helps you set up or customize a website built on a 3rd party platform such as Shopify, BigCommerce, Wix or Weebly, we do not provide a warranty or free support for the platform. Please refer to the platform’s documentation and direct all support inquiries to the contacts for the platform. An hourly charge will apply for any support nine10 provides for the platform.
We do not provide support for, or have control over:
- Changes to the 3rd party platform which break or alter the customizations that nine10 has made to the 3rd party website for you
- 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 equipment, 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:
- Fixing issues to the customizations we made to the site caused by changes introduced to the platform by the 3rd party
- Answering questions or providing support for using the website, its features or functionality
- 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
