SUPPORT RESPONSE

Last update on February 8, 2024

What’s Included

Our service desk packages include support up to the contracted hours in your pricing tier. Typical website support may include content management, website administration, setup/configuration of plugins, troubleshooting issues, resolving bugs, building new web pages, posting blogs and articles, and other front-end tasks delegated by you.

What’s Not Included

Our Service desk packages provide you with general administrative and content management support for your website. It does NOT include custom web development, back-end coding, database maintenance, or engineering support.

Requesting Support

It is your responsibility to submit and delegate tasks to our support team. You can request support by submitting a ticket to support@openmedium.biz. Our team will review your request and follow up as quickly as possible to start the task. In some cases, our team may request additional requirements from you. Work will begin when all task details and requirements are provided in the support ticket and understood by both parties.

Overages

When the task requested requires additional support hours, we will provide an estimate for the total cost of the additional hours. A deposit may be required for overage hours before work begins.

What’s Included

During your scheduled maintenance we will provide the following services; Update WP Core and Plugins, Review Backups, Review Security, Review Front-End for Issues, Submit a Maintenance Summary, and Provide an Estimate for Issue Resolution if Required.

Failed Software Maintenance

If a maintenance has failed and the website breaks, we will restore the latest backup file and provide an issue resolution summary based on the Issue Resolution details below.

Issue Resolution

If a critical website issue is identified as a result of scheduled maintenance, we will provide a summary of the issue and the details on how to resolve it.

If you have a Service Desk package with us, we will automatically work up to the allocated hours to resolve the issue. If the issue requires overage hours, we will provide an estimate of overages for your approval before work begins.

If you do NOT have a Service Desk package with us, an estimate and invoice will be provided and work will begin after your deposit payment is received.

Last updated on February 8, 2024

Website Hosting Severity Levels and Response/Resolution Times. Upon receipt of a support request from Customer, OpenMedium will respond to the request within the times specified below based on the priority level of the support request.

Severity Level 1 – Critical:

Severity 1 is any problem or condition that makes the Services inaccessible or unusable or which substantially impairs the performance of the Services.

  • Response Time: OpenMedium will acknowledge Severity 1 issues reported by Customer and respond by email within two (2) hours during normal business hours.
  • Resolution Time: OpenMedium will use commercially reasonable efforts to reduce the problem to Severity 2 or provide a resolution within four (4) hours during normal business hours.

Severity Level 2 – Medium:

Severity 2 is an issue, problem or condition that impairs the use of Services or a portion thereof in some way, but does not effectively render the Services or such portion inaccessible or unusable as a whole.

  • Response Time: OpenMedium will acknowledge Severity 2 issues reported by Customer and respond within four (4) – six (6) hours during normal business hours.
  • Resolution Time: OpenMedium will use commercially reasonable efforts to reduce the problem to Severity 3 or provide a resolution within one (1) business day.

Severity Level 3 – Low:

Severity 3 is an issue that causes a minor inconvenience with the Services.

  • Response Time: OpenMedium will acknowledge Severity 3 issues reported by Customer and respond within one (1) business day during normal business hours.
  • Resolution Time: OpenMedium will use commercially reasonable efforts to provide a resolution within five (5) business days during normal business hours.

All response and resolution times are during OpenMedium’s standard support business hours.

Exclusions

OpenMedium has no obligation to provide a resolution where it determines that the issue arises from any of following: (i) items excluded from OpenMedium’s hosting or service desk packages; (ii) factors out of OpenMedium’s reasonable control including, without limitation, force majeure events, Internet outages, and third-party products, technology, and services (e.g., hardware, software, systems, programs, telecommunications services, etc.); (iii) Customer or its users acts, omissions, or errors; (iv) DNS outages or DNS management systems not controlled by OpenMedium, problems related to attacks on hardware and software such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits, (v) breach of OpenMedium’s Acceptable Use Policy; (vi) where Customer has a non-standard environment or any changes to the Services or Customer’s website made by anyone other than OpenMedium; (vii) Customer’s equipment, software, or other technology.