Support

From site monitoring and maintenance to site modifications and improvements, you can depend on our experience and skill.

Error Handling:

• An error trapping and reporting routine that enables us to trap script execution errors on your site, display a customer-friendly message, and report the technical details to us by email. With this information, we are able to determine the cause of the problem and take steps to remedy it.
  
• In the unique environment of our controlled server environments, error handling can even be applied to shared Secure Socket Layer transactions!
  
• FREE for clients on our controlled server environments!
  $17.50/mo. for all other hosting environments**
  * Hourly debugging rates may apply if the bug or issue is a problem with a 3rd party's code.

Maintenance and Development Costs:

Pre-Paid Support:

• Pre-pay support and save 10%!
  
• Save even more by avoiding our 0.5 hr. minimum (above)!
  
• Applies to all support services except Graphics and FLASH
  
• Minimum purchase of 3 hrs @ $72.00/hr, or $216.00, applies
  
• Monthly invoices keep you up to date on your account balance

Policies and Procedures:

• Support requests must be submitted by email to
  
  support@sitesbysean.com  
  
  or
  
  support@webmerchantservices.com. 
  
  
• Real-time support is also available by phone and chat:
  
  9 AM to 7 PM PST M-F and 9 AM to 2 PM Sat.
  
  By Phone: 707-443-4447*
  
  By Chat: http://www.sitesbysean.com/contact_us.html 
  
  *Out-going support calls will be billed at 10 cents/minute if the issue is deemed a consultation rather than an issue we support.
  
  
• Support requests will be handled as quickly as possible in the following order of priority:
  1. Emergency or "site down" issues
  2. "Mission critical" functionality issues
  3. Pre-paid support, general issues
  4. Post-paid support, general issues
     
• All support issues require a 0.5 hour minimum unless pre-paid
  
• Support payments must be maid by check faxed to:
  1-877-569-6584
  
• A charge of $15.00 applies to all NSF deposits. 
  
• Invoices are sent out monthly roughly at the beginning of the third week of the month. Payments are expected due by the 10th of the month. 
  
• Payments more than 60 days due will be assessed a late charge of $15.00/mo. until the balance due is paid.
  
• Payments more than 120 days due may be sent to a collection agency at our discretion.
  
• These policies are subject to change without notice, though they will be posted here before going into effect, and we will make a reasonable attempt to notify active clients of any changes. 
  
• All existing contracts set to renew until written cancellation of contract inherit these terms after their initial term (typically 3 months). This is to be considered and taken as written notification of cancellation and renewal to such contracts.