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Policies and Procedures

Support Policy

General Support Policy.  Technical support is provided free of charge to our customers for issues directly involving services provided by Alentus.

Support Availability. Support is available to our customers 7 days per week, 24 hours per day through our online Administration Console and via email. Free telephone support is available during the business day from 7:00 a.m. until 5:00 p.m., Monday to Friday, MDT.

Support Priority. Problems are responded to in order of priority and then in the order they were submitted. Reports of actual service outages take priority over less critical issues such as web site configuration change requests and general support inquiries. Alentus reserves the right to determine priority and order of response for any and all issues raised.

Response Times. Generally we will respond to reported issues within 30 minutes. Most issues are resolved during the same business day. Note that technical support is provided on a "best-effort" basis and you may experience delays during peak periods. Alentus does not guarantee any specific response time for reported issues.

We will look into all reports of problems or other issues but there may be issues that cannot be resolved to the customer's satisfaction. Alentus does not guarantee a resolution for every reported nor is Alentus in any way responsible for loss of business, damages or other losses as a result of outages, server, database and web site issues or other problems that may arise through use of our services.

Application and Language Support. Application and language specific technical support may be available at our standard hourly rates or under optional extended support contracts. For more information on extended support options please contact your sales representative. Alentus does not provide free technical support for programming issues, software application issues or other issues not directly provided for under our core hosting services.

Remote Workstation Support. Alentus does not provide support for remote client workstations, development or other client software or for issues regarding local Internet connections. Issues with workstations, development software or Internet connections should be directed to the vendor responsible.


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