OrionApps Standards of Service
What's this?
We publish our Standards of Service as an easy to read, plain-English frequently asked questions on the how, why, and wherefore of our customer service, and what you can expect from us when you purchase our products or services.
Last updated: 11/10/07
Contents
- Payment
- Hours of Operation
- Hosting Emergency Support
- Telephone Assistance
- Ticket Responses
- License Terms
- Company Forums
Payment
We accept Visa, MasterCard, American Express, and Discover credit cards. We also accept PayPal and check or money order from United States, United Kingdom, Canada, or Australia.We review all orders to protect both you and us from fraudulent transactions. This means that there is sometimes a delay in processing your order (up to one business day) however during business hours expect a one hour activation time. Feel free to contact customer support for order status.
Hours of Operation
Our hours of operation are posted on the contact page at all times. Telephone assistance is only available during business hours. While we answer support tickets during off hours certain types of requests such as billing, customer service, and advanced support are examples of issues that may require advanced services only available during business hours. Hosting customers have the option of after-hours emergency support if their site is not responding.Hosting Emergency Support
We staff our system 24/7/365 but only answer general technical support questions during normal business hours. If you are a hosting customer and your site is offline after hours at any time you can submit an emergency support request which will instantly page our after-hours techs. We also offer a 24 hour emergency telephone assistance if your site is offline to notify our staff if your site is offline. Use of this emergency line if your site is online or for non-hosting issues may incur a fee.Telephone Assistance
Our telephone assistance is offered as a supplement to our ticket system. While we are happy to answer your call during business hours from time to time all technicians may be on another call and therefore unable to answer. During times such as these we highly suggest that you log a support ticket.Due to the real-time nature of phone calls technicians may not always be able to offer immediate resolutions and will occasionally log a ticket on your behalf while speaking to you to allow other technicians the ability to view your issue or do research. Tickets logged by technicians submit directly under your account so you can view the progress of your request. Feel free to ask your telephone representative for an estimated time for a response.
Ticket Responses
Our average response time is less than two hours but, depending on the nature of your request, it may take up to two business days for your issue to be addressed. Our technicians will work to keep you updated on your request's progress.You can always view your existing tickets to see the progress of your request or what department your ticket has been assigned to. After a ticket has existed for 48 hours, you may use the management escalation feature to tag your ticket for management review if the issue is not being resolved properly. Billing, customer service, and special requests will only be answered during normal business hours.
License Terms
The license term give you access to upgrades to the software for the first 12 months of your license. After 12 months, if you choose not to renew at the prices listed, your software will continue to operate however you will lose access to upgrades and technical support. Note that, whenever possible, security patches are made available to all customers even if you choose not to renew your service.If you choose to renew your license after the first six months, the renewal includes upgrades and ticket support but excludes an extension to telephone support. If you require phone support on a license past the 30 day introduction you can purchase an extension through our sales department.
