Maintenance Blocks - General Terms -- Legacy only

Update 26th October 2019

Tiong Creative is no longer offering new WordPress maintenance. This document is for legacy plans only.

Existing customers on legacy Maintenance Blocks may continue to refer to the information below for reference.


Legacy information below only.

Introduction

This supplementary document outlines the general terms for maintenance blocks, as defined in the “WordPress Websites Maintenance and Training” document. The Service Provider is “Tiong Creative” and the Client is the business or individual who has purchased a current maintenance block.

To assist with all support enquiries, it is recommended that the Client use the applicable support channel, provide detailed descriptions of the issue/request including screenshots, and disclose any important information. The Client’s representatives or contacts will conduct business in a courteous and professional manner with representatives from the Service Provider. The Client should ensure all invoices are paid for according to payment terms of the Service Provider.

The Service Provider may use various support methods including screensharing, secure email transfer, encrypted business communications, and other remote / online software to facilitate support requests. The service provider will attempt to resolve issues in a timely manner, and will conduct business in a courteous and professional manner with the Client's representatives and contacts. Notification of scheduled maintenance windows will be provided by email to the Client, prior to commencement of maintenance.


Service Availability

Telephone support:
  • Service Provider’s support number: 03 8797 5526
  • Telephone support business hours: NOT available during business hours.
Email and live chat support:
  • Service Provider’s support email address is support@tiongcreative.com.au.
  • Email support business hours: 10am to 2pm Australian Eastern Standard Time, Monday to Friday (“Business Hours”) except on Service Provider holidays
  • Support emails received from clients on a current “Maintenance Block A” or “Maintenance Block B” will be attended to by the first available Service Provider Representative. If no representative is available, or if received outside Business Hours, then a response will be provided within 1-2 business days.
Support outside Business Hours:
  • The Service Provider support may extend support outside business hours for maintenance windows and dependent on priority rating (see Service Priority Rating)

Service Priority Rating

A priority rating shall be determined by the Service Provider after responding to an initial support request and once a thorough understanding of the nature and impact of the issue/request is established.

The following table is used to identify the priority of an issue and provide an estimated resolution time, subject to availability of a workaround.

Characteristics Priority Rating Estimated resolution time
website offline, inaccessible or displaying error codes
urgent
1-3 business days
website functionality unusable or broken (e.g. web form not submitting, buttons or menu not working, page not loading
high
1-5 business days
plugin compatibility or theme compatibility issue - site not accessible or usable
urgent
1-3 business days
plugin compatibility or theme compatibility issue - site accessible and usable
high
1-5 business days
formatting errors, visual styling display issues
low
5-10 business days
general site changes and content edits
low
5-10 business days

The Service Provider cannot guarantee that your WordPress website’s functionality will be constantly available, or always available, or always be error-free and so will not be liable to the Client or any third party for any damages, lost profits, unforeseen expenses or other additional, incidental, consequential damages arising out of the operation of, or inability to operate or access the Client’s website service.

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