The purpose of this policy is to clearly lay out SecuTech’s support policies and procedures so that all customers have a clear understanding what can be expected of us and what we expect of you, our valued customer. We ask that every customer read these policies and familiarize themselves with them. We look forward to providing quality support for all your needs.
 

SecuTech will provide priority technical support services to the Customer for provided Services, subject to the terms of the Agreement. Technical support services are available during the vast majority of the day with a ticket resolved response time of 24 hours and a max resolve time of 48 hours attempted under most circumstances. There will be times when this is not possible and SecuTech does not take responsibility for this.
 

All technical support issues are handled solely via our online ticketing system. Technical support is NOT available via telephone, instant messenger, or any other method. We limit our technical support services to our area of expertise. We provide support solely for issues directly related to the physical functioning of your account. In all cases, assistance with coding, programming, or third-party programs is not covered by our free technical support.


 

SecuTech request that you maintain current contact information in your client area. If you do not keep your contact information in your client area updated you will not receive support from SecuTech. Also you will not receive any announcements about system changes and upgrades that may directly affect your account.
 

Please include your first and last name and your account id (username) when contacting support for whatever reason. You will need to send the mail from the account that is listed as either the primary, secondary (off-server) or the 3 authorized support email contacts in your client area. If any support requests are received from an email account not listed in your client area the request will go unanswered and will be closed automatically.
 

When you are experiencing an error with one of the products provided by SecuTech, you need to include a copy of the exact error message that you received when accessing/using the products.

 

You may find it useful when describing your problem, to take a screen shot that illustrates the problem you are experiencing and send it to us. Similarly and if relevant, please tell us the nature of any error messages that you encounter on screen together with details of what you were doing at the time the error occurred.
 

If you did not receive an error message, then a complete description of the error including the time of the occurrence will suffice. The support staffs will then attempt to recreate the error using your description, so please be as detailed as you can about the error.

The more information you call tell us, the quicker we can resolve your issue.
 

Send mail to Support@eSecuTech.com requesting the account password. In your request please include your account username and be sure to send your email from the email address that you have listed in the contact information in your client area. If you have not updated the contact information in your client area it is more difficult to verify who the administrator for the account is. SecuTech will then attempt to verify the account administrator based on the registrar records.
 

This is our primary support system. We require that you submit a support ticket if you require assistance from SecuTech for technical support related queries, as this allows your query to be tracked, documented and will allow multiple staff members, from different shifts to resolve your issue(s).
 

Please do not submit multiple tickets about the same problem as that simply creates confusion. If you need to add information to an existing ticket, please do so in the existing ticket by logging into the support system or by replying to the ticket email.

 

Should you have a question, we first advise you to check out the support area and knowledgebase to see if your question can be answered by reading our FAQ documentation. If you cannot find an answer in the support area please submit your support request via our support ticket system and one of our technical administrators will respond as soon as possible.

 

All support requests that are received are placed in a queue and are generally handled on a first-come first-served basis.

Support tickets that require server modifications, extensive work to be performed, further testing / research to be performed will be scheduled for resolution at off-peak times, usually on the weekend, depending on our support team’s workload and the type of work required.
 

Increased response and resolution delays may be experienced in times of increased workload, peak times, server wide issues, or where your ticket requires escalation/clarification to/from other departments.
 

• Tickets: 24 hours, 7 days a week.
 

We make great effort to provide a fast turn-around on support for all general support issues. The time frame for advanced support will vary depending upon the complexity of the issue. If you have any confusion as to what issues would fall into the general support category and which would have a charge, please e-mail support@eSecuTech.com. We have outlined below several examples of general support issues and some advanced support issues:
 

You may obtain free technical support by emailing support@eSecuTech.com
 

We strive to provide you with courteous, professional, and technically accurate support. Although we understand how frustrating technical problems can be, we ask that you treat us with respect and we will do the same in return. Our ultimate goals are the same, providing you with accurate support in a timely manner.

If you feel you have been treated unfairly or have any other complaints, you may contact support@eSecuTech.com to reach a supervisor directly.

We may update this support policy from time to time without notice to you. Please check our web site for the most current version of the support policy. The newest version of the support policy takes effect immediately.