For clients subscribing to Support, the following is included:


Resolving Errors With Your Site


If you experience error messages with the system then please report them to us by clicking on New Ticket and recording as much information as possible.


Quick Advice & Guidance


If you have a quick question about the site and can't find the information in the client portal FAQ and solutions sections, then we will endeavour to provide reasonable answers to these as soon as possible via the Support Desk. "Quick" means about 5 minutes, as opposed to longer handholding or setup sessions which will be treated as chargeable Training & Advice (see below).


Site Updates & Core Software Enhancements 


We provide regular site updates including core enhancements to the software for free. Major new modules or add-ons to the system may incur additional charges.


Security Updates


We provide security updates for free as part of site updates.


Hosting


We provide hosting for your website on our servers. You are given 1Gb of disk space and 50Gb of monthly bandwidth within your support charge typically. If you exceed these limits then you will need to purchase the next level of disk space / bandwidth. We have to charge for this extra usage to continue to run and administer an efficient server farm, backup system and technical support.


Email


Your package may include an email service, if so, we will provide up to 5 email addresses as standard which you can access via webmail or synchronise to your local machine or mobile devices. Please note, we do not provide a service to set up your local machine or mobile devices, but we will provide you with the mail server details so you can do it.


Browser Testing 


Our system's core ecommerce functionality is tested and supported for current major browsers on PC's and iPads. We do not provide browser testing and support for other devices nor web pages that you enter onto the CMS.


Chargeable Support Services


The following services are outside of the normal subscription service and are chargeable.


Training & Advice


If you require training for new users, refresher training or would like general advice on using the site or ecommerce, then you will need to book a session with us and we can get the right person to provide that training or advice. These sessions are charged at our standard hourly rates. Please raise a ticket detailing what you need and entitle it: Training & Advice Request. 


Design


We can provide full web design or ad hoc changes on a chargeable basis. Ring Areca Design on 01386 570 360 for a quote.


Marketing & Reviews


We provide a range of marketing and review services on a chargeable basis. Ring Sales on 0845 643 1290 for information.


Integration Into 3rd Party Systems


We provide support on how to configure REC to work with our chosen 3rd party application providers (e.g. Google, Mailchimp), however, for support on how to use those 3rd party systems you will need to contact the application provider directly.


Migrating to HTTPS / SSL


We can assist you with migrating to HTTPS / SSL with a choice of methods available to you. Please read this article for full details and contact us for more information and prices.


Website Monitoring Service


Stay on top of your site appearing in Google with our managed service which performs a range of checks on your website and reports on Google indexation, crawl errors, monitoring your reach in Google Search, 404 error reporting and blocked resource identification.