8. Customer Support
We endeavour to make our Services as easy-to-use as possible and offer a variety of methods through which you can access.
8.1. Contacting Support
8.1.1. We have customer service representatives available to assist you by telephone, online chat, online support requests, and twitter. Not all methods of support are available at all times and inquiries are handled in the order in which they were received. Advanced WP does not guarantee the availability or accessibility of all methods of support. We reserve the right, in our sole discretion, to change, replace, or entirely cease offering support through any one or all of the methods of support, at any time, for any reason or no reason, and without prior notice.
8.1.2. We take account security very seriously. We cannot provide account-specific information or assistance to any persons other than the verified Account Owner. Account-specific information is considered any nonpublic information about the account, which may include, but is not limited to, Account Owner name or Registration Details, billing or payment information, balance owed, or types of Services being used. We are unable to offer account-specific information or assistance via Twitter.
8.1.3. Account Owners may be required to provide account information in order to authenticate a request for support. If we are unable to authenticate, for whatever reason, we will be unable to provide account-specific information or assistance. As a matter of security, there are no exceptions to this policy. However, we are entitled to rely on the authentication information provided by individuals who contact us and successfully authenticate into the Account.
8.1.4. Account information should only be provided to us through our online chat, phone calls placed to our technical support, or through legal channels. We will never request this information via email, twitter, or any form of public forum.
8.2. Technical Support
8.2.1. We provide the hosting environment, but it’s up to you to maintain that hosting environment and the website(s) you host within. We endeavour to provide a higher degree of support that most of our competitors, but we can’t help with everything. So, to be clear, Advanced WP has no obligation, whatsoever, to provide support outside of that defined as supported, as set forth in this Agreement.
8.2.2. Any support that we provide that falls outside the scope of our support is provided as a courtesy only, without obligation or liability. In no event should you rely upon or expect such assistance in the future. Furthermore, Customers should verify that the support they received has suitably resolved their needs. Advanced WP is not responsible for any business losses which may occur as result of your reliance on our support.
8.2.3. As a courtesy, we also maintain an online repository (“Knowledgebase”) of articles and guides that contain information that may be useful to you. We make no guarantee whatsoever, as to the feasibility, accurateness, completeness, or helpfulness of any of the information available within this Knowledgebase. Your use of any of the information on our website is completely at your own risk. It is recommended that you backup your Content before attempting to use any of the information in the Knowledgebase. In no event shall Advanced WP be liable to you or any other party for loss incurred in connection with the use of the information in the Knowledgebase. If you contribute to the Knowledgebase, we own that contribution.
8.3. Zero-Tolerance Policy
Customers are important to us, but so are our people. We have a zero-tolerance policy with regards to abuse of our employees or Services. Abuse may include, but is not limited to, engaging in any threatening, abusive, offensive, defaming, harmful, profane, harassing, or unreasonably excessive communication (whether written or oral) with Advanced WP or elsewhere. Any abuse, regardless of where it originated from, shall constitute a breach of this Agreement and the account will be subject to closure with immediate effect and without prior notice.