Web Design - Standards of Service
Having a business offer standards of service, whether it be for a web design project, or hosting solutions, or any other other service that a particular business may offer, means everything.
This policy represents your web design agreement with 123 Simples, in addition to all emails exchanged between us and yourselves. Please retain your emails for future reference in the unlikely event of any dispute. This policy is in addition to our
Web Design > General Terms & Conditions
Web Design > Website Updates & Maintenance
Web Design > Payment Policy & Deposits
Web Design > Closing A Website
From time to time, we may have to revise the policies on our web design terms and conditions. Any changes or updates to these policies are normally minor and do not affect the overall agreement between both parties. However, please always make sure you do check back on this page regularly for updates.
123 Simples Standards of Service
Having a business offer standards of service, whether it be for a web design project, or hosting solutions, or any other other service that a particular business may offer, means everything. At 123 Simples we have prided ourselves on three decades of maintaining high impeccable standards in our own business, and therefore we are proud to carry on that service for our web design and hosting services which are available at 123 Simples.
1.1 "123 Simples" use an online payment system to process all of our financial transactions between the client and us. We accept all major credit cards and UK debit cards through either Paypal or Stripe UK servers. We review all orders to protect both you and us from fraudulent transactions and may log the purchaser’s location and IP address. This means that with some products and services there can be a delay in processing your order (up to 72 hours) however during normal business hours expect activation within a few hours. Feel free to contact customer support for order status. Contact our sales department with any questions you may have about product or service performance before you purchase.
2. Hours of Operation:
2.1 The hours of operation are available on the contact us page. Phone and Online Support services are only available during business hours, while email support and enquiries are available both during and outside of our usual hours of business.
2.2 While 123 Simples will make reasonable efforts to answer any queries that you may have within a reasonable amount of time, you should allow up to 24 hours, even 48 if this support request falls within public holiday or weekend periods. Generally speaking however, most enquiries and support needs are dealt with very promptly.
3. Phone Services:
3.1. Our phone services are offered as a supplement to our email and support ticket systems. Whilst we are happy to answer your call during business hours we may sometimes ask that you call back, or use the email support ticket system as support questions can often be answered more efficiently and faster as you are able to copy and paste technical error messages which a technician can often use to understand what the problem is. If we are unable to personally take your call you will have the option to leave an Answerphone message.
Please Note: We will not return calls in the following circumstances -
3.1.1. Where the caller is outside of the United Kingdom
3.1.2. Where the caller has left only a mobile telephone contact number
3.1.3. Where we have your email contact details in which case we will return your message via our Support System
3.2 Due to the real-time nature of phone calls a call assistant or technician may not always be available, and you may find it simpler to get a response using the online support ticket and email systems or place a request for a technician to contact you.
4. Online Live Chat Services:
4.1 Currently we have no online chat services available.
5. Email Responses:
5.1 Our average response time is less than 2 hours during our normal business hours. We do try to respond as quickly and efficiently to all email and support enquiries and you will usually have a response on the same business day. However under exceptional circumstances or outside of our normal hours of business it may take up to 72 hours to receive a response, although this is the exception rather than a rule.
6. Upgrade Policy:
6.1 If you wish to upgrade your hosting plans, or add additional Add-On's then please contact us to discuss this.
7.1 Prices for Web Hosting, Domain Name Services and Web Design Services in US Dollars and Euros are calculated from UK Pounds Sterling and are set using current exchange rates which do fluctuate on a daily basis. '123 Simples' reserves the right to amend or change pricing for software and service at any time without notice.
8.1 Our support and community forums are provided as a convenient place for customers to interact. It is important to note that forums are not part of our customer service and are only an added benefit and access maybe removed.
8.2 Official support from our technicians is not available through the '123 Simples' support and community forums. If you have a current Premium Phone and Email Support agreement with us then you should use the contact methods found in your online Client Account Area to contact a technician who can help with your support issue
8.3 We may from time to time be forced to remove an account from access to, or delete posts from, our forums ('123 Simples' reserves this right). *This does not affect your statutory rights.
Changes to our standards of service policy
123 Simples and their server providers reserves the right to add, delete, or modify any provision of these 'Standards Of Service' at any time without notice.
Failure to receive notification of a change does not make those changes invalid.