Our support obligations agreement provides that all our support team will be responsible for the services and products offered.
Explains the scope and obligations of support.
Kristalium provides technical support services 24 hours a day, 7 days a week, 365 days a week, in the context of the necessity and continuity of the services offered. We ensure this continuity with a regular technical support team between 09:00 and 18:00 on weekdays and weekends, according to Turkish time (GMT+3), and with a system of on-duty technical support personnel outside these hours. The technical support service we provide is within the framework of certain processes and conditions. is offered. This process and conditions are as follows.
Shared Services (Web Hosting and Reseller Hosting Types)
Technical support is not provided to the customers of our reseller hosting customers, our reseller hosting customers must provide technical support to their own customers. If a customer of our reseller hosting customer contacts our company through any channel to get technical support, we will inform him and our reseller hosting customer about who and how he can get technical support service. For technical support, support tickets can only be sent via our website by reseller hosting customers and will be taken into account by us.
We do not provide technical support for software problems on our customers’ websites. The decision to provide this technical support is at the discretion of our technical support specialists, who are currently working hours and looking at the support ticket. Only a few minor character errors (such as;) and syntax errors in the software can be resolved within this framework.
WordPress etc. The installation of frequently used CMS systems can be done by our company, but theme installation, plugin installation and related settings are the responsibility of our customers. If our customer cannot install them due to system requirements or limits, a solution can be found by examining them.
It is the responsibility of our customers to set up e-mail accounts on computers, tablets and mobile phones. Our technical support team is responsible for conveying the correct settings for this installation and the article on how to do it to our customer. It can be helped by using initiative.
Virtual and Physical Server Services
Scope of technical support in VPS, VDS, cloud and physical server services; The installation of the service includes moving the sites to be moved, if any, and making the optimum settings of the server before delivery. No administrative technical support is provided after delivery. Services, software, special configurations and add-ons within the server are the responsibility of our customers. If server management will be done by our technical support team, SLA service should be purchased or one of our management-supported services should be preferred. The decision to provide technical support on server services is at the discretion of our technical support specialists, who are during working hours and look at the support ticket.
Other Terms and Information
Kristalium technical support team may contact our customer over the phone, if necessary, within the scope of KVKK, in case there is a situation that is difficult to understand in the correspondence on the technical support ticket, in order to establish a better communication.
Kristalium technical support team does not tolerate insults, profanities, etc. via support ticket or over the phone. In such cases, it has the right to terminate the support ticket or phone call and not to provide the support service permanently in the future.