Support - SLYNET AG
   
     
 
 
 
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0848 717 739
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Supportconditions

Support

Support by e-mail
  
Telephone support

The standard support method is by e-mail. You have the possibility to describe your requests and problems by e-mail.

Please use this form of support when ever possible. You will receive an answer in the shortest time possible.
  

In urgent cases telephone support is available. Depending on your subscription a certain amount of free support is included. Thereafter the hourly rate for IT service will be charged.

per
Mail
Telephone number
0848 717 739

Have you used all your troubleshooting skills?
Support service, Hotline, Office hours, On-call service
Office hours

Telephone and e-mail support inquiries are available during the following office hours.

Morning Afternoon
Monday - Friday 08:00 - 12:00 13:00 - 17:00

(Out of office hours the chargeable support hotline is available).
Support inquiries per mail

Please describe your inquiry as accurately as possible. This will minimize our response time and reduce the need for further information.

We reserve the right to decline e-mail inquiries should relevant support information such as precise fault description, customer address or domain name and contact information be either missing or incomplete.
Hotline 0848 717 739

The free hotline is available by calling 0848 717 739 during the office hours.

Only the Swisscom local call charge will be imposed.
Hotline

Out of the office hours the hotline is available and reserved for critical emergencies only.

The escalation for customers without a Service level Agreement (SLA) is subject to charge of CHF 150.- per intervention or support call. An additional CHF 150.-/hour for support tasks will be charged. The minimal charge is CHF 150.- per call.

Free support service during office hours

The following support services are free of charges:

  • General information concerning offers and services
  • General support for the set-up of Shared Hosting (Web hosting)
  • General support for set-up of other products excluding customer side troubleshooting
  • Support for e-mail set-up
  • Script support for scripts designed by SLYNET
  • Administrative inquiries (e.g. Billing, etc.)
  • Other inquiries not listed under the chargeable support services

Chargeable support services

A written order must be placed by the customer for the following support services:

  • Script support CGI/ASP/PHP (except for scripts designed by SLYNET)
  • Support for customer provided hardware
  • Support for customer provided software
  • Support for customer provided program for Website creation, FTP Client or other program for homepage publication
  • Support for free services
  • Support for dedicated oder virtual server without maintenance agreement
    (except for faults by SLYNET)
  • Support for all customer sided problems
  • Support for CMS and CRM systems

Exclusion from support service

There are certain cases in which our support is not the correct point of contact, e.g., problems not within our reach and therefor not repairable by us.

The following cases are possible:

  • Problems with certain software (e.g. certain functions in MS Word, Excel or Frontpage)
  • Programming faults ("Bugs") or incompatibilities with turnkey web applications
  • Services from other providers, e.g. ADSL connection fault of other provider, E-Banking, DNS, Mailserver, Database etc.
  • General soft and or hardware problems with your computer
  • Local network problems in companies oder schools, e.g. in connection with Firewalls
  • Web-Design / Website changes

Our assistance is limited in these and other cases. In such a case we advise yo to contact relevant provider that is responsible or the system administrator/network administrator in your organization.

Application compatibility, problem solution and cost transferal after detail clarification

For the case that extensive investigation is needed to determine the operating suitability of certain web applications or ASP solutions by SLYNET, e.g., the customer presumes a server fault that prevents the proper functioning its application, the following rules will apply:

  1. The customer will render a written consent to SLYNET stating that they will cover all costs should the fault be customer sided.
  2. SLYNET AG will carry out extensive compatibility test with a comprehensive diagnosis of the application or fault.

If a server sided fault is found to be the cause it will either be corrected or a work-around will be proposed (depending if a correction is possible or not). SLYNET will cover the cost for its own time and expenses.

If the cause for the fault should be customer sided, e.g., programming or operating error, the customer will cover costs for SLYNET's time and expenses.

The customer covers all additional 3rd party costs.

SLYNET principally will not give any guarantee for the suitability of any specific applications or their flawless operation on the platform supplied by us.

The manufacturer is responsible for software faults in applications from commercial suppliers.

The customer is responsible for correct operation of applications that they have programmed.

This policy applies in addition to AGB-Internet independent of the type of service SLYNET provides.

This policy is applies as soon as the customer orders a service by e-mail, in writting or any other form. It also applies without an order as soon as the customer uses a SLYNET AG service.
Baar, January 1. 2011
 
SLYNET your competent Information Technology partner.