General Support

Able Web Professionals, Inc. (AWPI) provides free basic support for all products and services purchased through our site. In most cases, general inquiries can be answered by querying our extensive knowledge base, however, if more support is needed both a ticketing system and online chat forum are available to answer the following types of general inquiries.

Extent of General Support

• Confirm that the customer is entitled to support by verifying customer records.
• Identify the general area of the problem e.g., configuration, FTP, bug, settings or other general information.
• If a problem is identified with a product or service, make recommendations on how to fix it or escalate it to Level 2 support (nominal fees may apply)
• AWPI will not resolve coding problems caused as a result of customer modifications to the source code.
• AWPI is not responsible for problems with third-party software.
• Help desk support is available during normal business hours currently 8AM - 5PM (MST/MDT)
• Response times for general support are provided within an 8 hour period.

Product Support and Maintenance Plans

For extra support and/or sites built and hosted by AWPI, we offer three (3) levels of extended support and maintenance plans. Web sites often require changes. By utilizing our professional support and maintenance services, you can rest assured your website updates, hosting issues or bug fixes will get resolved quickly.

All Plans Include:

• Installations and FTP updates as required
• Integrity checking (re-testing) of the web site after every change
• Retaining a full backup copy of the web site
• Communication with third-party service providers (credit card processor, hosting company) on your behalf
• Possibility to request urgent work on holidays and week-ends (+100% "rush" fee)
• 24-hour emergency communication channel
• Free estimation and your prior approval of any task requested
• No minimum contract
• No setup fee