Customer Support

Customer Support

Discover Web Solutions (DWS) Customer Support policy outlines the standard methods of customer support offered. Use of services supplied by DWS constitutes acceptance and agreement with these policies.

Technical Support Requests

DWS accepts requests for hosting support via our customer portal, direct email to support@discoverweb.com.au, or via our 1300 number during documented support hours

Support Hours

DWS provides phone & email support which is available Monday to Friday 8.30am – 8pm AEST and Saturday 9am – 12pm AEST, excluding gazetted public holidays. DWS targets an intial response time for technical support issues of 1 hour, and a maximum resolution time of 24 hours. The resolution time of any issue depends on the complexity of the enquiry and current support volumes.

Out of hours technical support will be responded to next business day within standard operating hours. DWS does have on call staff for critical or urgent out of hours support, however this is chargeable at $250 /hr + GST if DWS is not found to be at fault. A minimum of 1 hour is chargeable.

Escalation Process

Customers who are not satisfied with the Customer Service they have received from DWS
should send an email to the Support team at support@discoverweb.com.au
with the following information:

1. A detailed explanation of the question or issue, with references to any prior support tickets numbers, emails or telephone calls;
2. A detailed explanation of the outcome that would resolve the issue;
3. Any other information or details that will help DWS to resolve the issue.

Managed Hosting Support

DWS specifically named ‘Managed Hosting’ packages include advanced support and services to assist you with your hosting configuration and setup.

Data Recovery services are limited to a maximum of 1 full website recovery per year if DWS is not at fault (includes sites files and database). An additional maximum of 1 full database recovery per year can be utilised. Additional individual file recovery is provided as required (within reasonable limits). Services required beyond this are chargeable by DWS.

Our configuration services extend to assisting with, troubleshooting and recommending configurations for your WordPress, Joomla, ASP.Net, NopCommerce websites and several other types of standard website platforms. Email, Domain & DNS configuration is included in this service. Services will be offered within reasonable limits. We do NOT assist with design or structure of your website unless commissioned to do so for a fee.

Managed WordPress Hosting

Our WP Secure Hosting plans include effort required to upgrade the core WordPress platform and freely available plugins. “Pay for” themes and plugins can also be upgraded under this service, however additional ‘software only’ costs will be charged as required. Time and effort required to repair theme and software issues resulting from the upgrade process will be charged on a time and materials basis if more than one hour is required to rectify.

Last updated June 2021

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