Support Policy

Helping You to Help Us

Being involved in the digital design industry inevitably means more often than not, as a client you're going to come face to face with the 'techie' side of our services at some point, which means that you may need to "touch-base" with us (awful phrase) for technical support. Whether it is a simple issue with your email or a bug on your website if technical problems occur you may need our assistance.

Wherever we can we’re always glad to help. So should you need to contact us for technical support, please email us in the first instance at support@keyclicks.co.uk or alternatively call us on 01274 869 140 during offices hours.

We promise not to route your call through a call-centre or charge you silly money for the call.

So that our clients understand how we approach the resolution of the technical support requests that we receive, we ask that they familiarise themselves with the following support policy before contacting us.

1. Requesting Technical Support

1.1 Keyclicks prioritises support requests that are received by email to the address support@keyclicks.co.uk over other methods of contact. Even if you know a specific member of staff's email address, we ask that you do not mail them directly with a support request as they will not necessarily be the one who deals with your issue.The mail address "support@" is monitored frequently both in and out of office hours (9am to 5pm). As such, to avoid delays in resolving your issues we ask that you mail your support requests through to support@keyclicks.co.uk only.

1.2 We offer telephone support during office hours (9am to 5pm, Monday to Friday) by calling 01274 869 140, however depending upon the workload of our staff at the time of your call, we may take some brief details of your problem and call you back at a later time when we can dedicate some time to your problem. We thank you for your consideration in this matter.

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

2. Support Parameters

2.1 New Site Launches: For every web development project that is launched we offer a free 2 month post delivery technical support service. During this time we will investigate and resolve any minor "bug" issues relating to a customer's new website. Such "bugs" may include site functionality, page display errors, spelling mistakes or login problems etc. Aspects of this service do not include changes to the agreed functionality or structure of the site which we deem to be a new project and as such will be scoped and costed accordingly.

2.2 Established Websites: Keyclicks website projects that require attention but have surpassed their 2 month honeymoon period will be examined on a case-by-case basis.

In most instance we will offer to resolve most minor issues without further charge. However, if we feel the work needed to resolve the issue will occupy significant time in its investigation and/or resolution then we reserve the right to charge a fee equivalent to our hourly maintenance rate to conduct the work. You will be advised if this is the case at the time of your support request. Exceptions to this rule include those clients that have entered into a monthly maintenance agreement with us.

2.3 Third-Party Intervention: Where Keyclicks deems that the website code of one of its websites has been altered and changed in any way by a third-party through direct access to the website files on the server e.g. by FTP: charges equivalent to our hourly maintenance rate will be levied to investigate and resolve any issues. Such third-parties may include: Search Engine Marketing companies, third-party web developers or the client themselves.

2.4 Setting Up Email: The most common support queries we receive (over 80%) relate to our clients requesting instruction on how to set up their email application (Outlook Express etc) in order to correctly download email from their POP3 email boxes.

Call us during office hours for help on this matter but have a look at our relevant support articles on this web site first please.

2.5 Third Party Hosting: Many clients request that we build their website so that it is hosted on their own internal web server or a third-party provided hosting account.

In such cases the web hosting account supplied needs to be "fit for purpose" and should accommodate all the features that we require for a specific web build project. If we do experience problems with your web server during the build process then we will direct you towards your hosting company in order to resolve the issue. We can liaise with them on your behalf; however the time taken needs to be costed into the overall project.

Technical issues with your hosting account post the development of your site should always be directed towards your hosting provider.

2.6 Third Party Websites: Some of our clients use us as their hosting provider, independent of our own web development services to host third-party developed websites. From time to time we are asked to investigate and resolve technical issues related to these websites that may be beyond the skill-set or scope of the original site developer. In such cases we reserve the right to apply charges equivalent to our hourly maintenance rate to investigate and resolve any issues.

2.7 Software and Hardware: We are happy to support technical support requests relating to the configuration of the major and most popular email applications (Microsoft Outlook and Outlook Express) so that a User may download email from our servers.

We regret that we are unable to offer direct technical support or instruction on matters relating to any other aspects of a client's hardware and software arrangements. In such cases, you should approach the original vendor of your software or equipment. We are able to recommend suitable software training providers and/or hardware support companies within the Yorkshire region if required.

We regret that Keyclicks does not support Apple Mac computers in any manner whatsoever at this moment in time.

3. How You Can Help Us

When contacting us either by email or by telephone please quote your hosting account Username together with any access Usernames and Passwords that you might feel are useful e.g. access details to your site's Content Management System (CMS). Such details help us to quickly investigate and resolve your issue.

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.

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

Thanks for taking the time to read this page.