Support Channels
We provide support coverage to our customers 24 hours a day, 7 days a week, including all holidays and weekends. Our system automatically sorts your inquiry and suggests the most adequate channel or channels for assistance based on your support plan. Our general support is provided through ticketing. Our premium SIteCare+ plans may include: – 1-on-1 agent session, live chat (webex), phone, or ticketed support. Response times ared based on the availability and hold times on each channel and the respective teams’ expertise to address your issue with the aim to minimize the problem resolution time.
Hosting platform availability
Our most essential responsibility is to make sure our platform is up and running so that your website is always accessible. That is why when you experience any service downtime, we handle your request with the highest priority. In case our servers and services are up, but your website is down, we may or may not be able to assist depending on the nature of the problem. We will troubleshoot the reported issue and if it is caused by a service or server configuration, we will do our best to resolve it as long as that does not affect the service for other clients. In case there is no server or service issue causing the problem, but your website is not functioning as expected, we will point you to the best way to resolve it since problems directly related to the website itself are not part of our support scope. Examples of such unrelated items include code resulting in errors, conflicts between different system modules, incorrect content, custom site settings resulting in problems, outdated plugins or add-ons, sync issues, and others.
We make sure that all essential server software, client interfaces, and protocols that allow you to interact with our platform and your hosting account such as Apache, PHP, NGINX, FTP, SFTP,
SSH, HTTP/2, SMTP, POP3, IMAP
, TCP, UDP, Client Area, Site Tools, and other are available and we handle issues related to their normal functioning and settings.
Access to Brandology Pros Account
Naturally, all issues associated with accessing your Client area and control panel will be handled with high priority. Ownership disputes or problems arising from your inability to access the owner’s email trigger strict procedures that aim to protect the integrity of the data stored in the account and may take longer to be resolved since they may require the expertise of several departments such as Customer Care, Legal, and Billing, some of which operate only within regular business hours. Please note that in cases of ownership dispute when after a thorough investigation it turns out that more than one party has a valid claim on the account as per our Terms of Service, the resolution may happen to be outside our expertise and scope of support.
Domains
We help you set up your domains to work with our platform and your website by assisting you in case you experience problems related to:
- Registering or renewing domain names through Brandology Pros
- Transferring domain names to Brandology Pros
- Parking domains and creating subdomains
- Setting up email accounts with your domain names
- Managing domain names’ records
- Updating domain name contact information for domains registered through Brandology Pros
- Creating or editing DNS zone files
- Domain Mapping
- Domain redirection
We do not support requests concerning advanced customizations or setup/modifications of third-party services such as:
- Modifying zone files to work with non-Brandology Pros products
- Configuring advanced zone files
- Troubleshooting third-party DNS zone file records
Email Service (webmail)
We offer complimentary email services and we assist you when you experience problems with:
- Sending and receiving email
- Creating and deleting email accounts, including catch-all accounts
- Setting up MX, SPF, TXT, SRV records for your email
- Setting up email forwarders and autoresponders
- Setting up IMAP and POP3 protocols for your email account, clients, apps, or scripts
- Spam Experts settings to control spam
We cannot efficiently and adequately assist you with the following under our general scope of support:
- Setup or troubleshooting of third-party email clients
- Troubleshooting network connections
- Composing email messages
- Creating email folders in your local mail clients
- Importing and exporting .pst/.olm files
Managed WordPress
Brandology Pros offers managed WordPress service, which includes automated installation of WordPress and automatic updates of the WordPress core and free plugins. As part of that service, we also provide basic troubleshooting of WordPress misconfiguration and features, and help ensure that WordPress and its features work correctly in our environment.
Regarding third-party plugins and themes, we help identify issues that occur on the server-side and analyze logs and other errors that could be helpful in addressing them. In some cases, we collaborate with plugin and theme developers to identify and resolve issues caused by a conflict between their software and our infrastructure.
General issues with the WordPress core codebase are outside our scope of support. Issues with plugin/theme functionality; conflicts between plugins, themes, and other parts of the website; misbehavior of custom code and other WordPress problems not related to our servers’ configurations are outside of our scope of support. In most of these cases, we strongly advise reaching out to our development team, the software provider, or the author to help with these elements of your site.
Database Management
We offer tools for database management and we will assist you if you encounter problems using those tools. We cannot assist you with slow MySQL queries, large databases, and tables, broken tables, database optimization, or other management as these services require the specialized attention of our web development team.
Website Performance
We ensure that all our services are performing in the best possible way for optimal website performance. However, assisting with performance issues of a particular site caused by slow PHP code or SQL queries that require optimization and development work is outside the scope of our general support. In such cases we recommend you to reach our to our development team or one with experience in performance optimization. Our team may give you suggestions and tips, if applicable, including the use of our performance plugins, CDN integration, or other out-of-the-box solutions available on our platform.
Security And Hacked Accounts
In case there is a problem arising from our maintenance of the server security such as exploits in the Apache, PHP, MySQL, or other server software, we take care to fix and resolve the issue until we restore your site to its normal functioning. However, accounts and websites hacked due to weak or leaked passwords, old website software, malware, or others that are under the full control of the account owner are not catered to. We advise you to restore from backup, contact malware cleanup professionals and start running regular malware audits.
Other Unique Features
We provide a large number of complementary tools and services. In case you experience problems with these services, Brandology Pros will resolve the technical issues impeding their usage. We will offer support related to settings and proper usage of these tools and features. The list of services
include:
- Brandology Pros Backup creation services and restore tool
- Brandology Pros Supercacher
- CMS installer
- Automatic WordPress Updates
- SSL certificates (limited)
- PHP versions manager
- Staging
- Git Push
- Speed Optimizer plugin
- WordPress Starter plugin
- WordPress Migrator plugin
Outside the Scope of General Support
The following services are outside the scope of our support:
- Site design issues, customization or coding
- Web development and customization
- Writing or debugging custom code
- Search engine optimization (SEO)
- Third party plugin configuration and customization
- User management
- Database management or assisting with SQL queries
- Issues related to the installation, functionality, or bugs of third-party scripts/applications not provided by Brandology Pros, including third-party extensions and themes;
- Issues related to your web design;
- Benchmark tests;
- Certain changes in the setup of your servers may not be applicable based on the plan type;
- Website security audits and malicious code clean-up issues
Updates and Maintenance
- Regular updates on changes to social media platforms that might affect campaigns.
- Guidance on implementing new features or updates in software tools used for social media management.
Security and Access Issues
- Access and password lockouts
Basic Training and Guidance
- Providing initial training sessions or resources on how to use the platforms or tools.
- Regular webinars or tutorials on best practices and effective strategies.
Content Creation
- Actual production of content, such as writing posts, designing graphics, or video production, unless specifically included in the service package.
Strategic Marketing or Business Consulting
- High-level marketing strategy development or business consulting that goes beyond technical usage of platforms.
Third-Party Services
- Issues directly related to third-party services, software, or platforms not officially partnered or supported by Brandology Pros.
- Resolving conflicts or issues arising from third-party plugins or APIs that are not officially integrated.
Extensive Customization
- Custom software development or extensive customization of existing platforms beyond basic configuration settings.
Hardware Issues
- Problems related to the client’s own hardware, such as computers, mobile devices, or networking equipment.
Inside the Scope of General Support
Account Setup and Configuration
- Assistance with setting up and configuring client accounts for various platforms.
- Integration of client portal and other Brandology Pro client tools.
Technical Troubleshooting
- Identifying and resolving issues related to software or platform malfunctions.
- Assistance with errors or issues in posting content, accessing accounts, or data syncing.
Platform-Specific Support
- Providing guidance on how to use features specific to platforms like Facebook, Twitter, Instagram, LinkedIn, etc.
- Help with understanding platform analytics and reporting features.
We provide optional add-on premium support plan(s) which include partner support for the following third-party apps and services:
Excess Usage
Our system keeps track of all your support inquiries and calculates statistical averages. In case it detects an exceedingly high usage compared to the averages of similarly situated customers for the same period, it may streamline your support interactions with the purpose of improving the quality and efficiency of the support delivered.
Paid Support
For some technical support requests, which are outside our free technical support scope, we may be able to offer a paid support service. We will inform you about that and will ask for your consent before performing the service and charging you for it. Learn more about our SiteCare+ Support Plans at
www.brandology.help/plans.
Legal Advice
- Any legal counsel regarding business legal structure, copyright, trademarks, online conduct, or compliance.
