ADVAIA Technical Support Issues, Monthly Hosting/Service Fees!

5/13/2010 11:22:13 AM

Technical support is only provided through our Technical Support Ticket system to insure the most rapid response to your technical support issues. ADVAIA now requires that all technical support issues be submitting using this system. All technical support tickets are delivered to all ADVAIA staff through email and Blackberry. This will insure a more rapid response to your technical support needs. Phone technical support may delay getting a response immediately. This is why we have installed this Ticket system as we feel that it is the best, and most expeditious method for a rapid response to your technical support issues. Regular email requests for support will no longer be accepted! If an email request is received we will reply requesting that you submit a Technical Support ticket!

To access our Ticket Support System please CLICK HERE:

Login using your User Name and Password above. If you forget your User Name and Password you can have this sent to you by clicking on:
Forgot your user name and password?
You will need to use the email address associated with your account.

QUESTION: When should you use the Technical Support ticket system?
ANSWER: When you experience the following web site related issues:

  • Web site functionality or web site is not displaying
  • Difficulty with admin functions through your site admin panel
  • Error pages that are appearing when accessing sections for your site. Please include the URL when submitting a ticket for this topic!

QUESTION: When not to use the Technical Support Ticket System?

ANSWER: These are common questions where help is available online:

  • Support with 3rd party software or hardware that you may be using at your business. ADVAIA does not support external 3rd party software unless it has been installed by ADVAIA.
  • Support for Internet Service Providers (ISP). Contact your local Internet Service Provider directly. The ISP is unrelated to our domain and email servers. They are providing Internet access to you, therefore they need to be contacted directly.

ADVAIA posts announcements on our web site that cover a variety of support issues. Please visit this section and see if your issue may have a Knowledge Base item that may assist you before submitting a support ticket. CLICK HERE

Our Technical Support team will answer all tickets as rapidly as possible as they are sent to all members of the ADVAIA team simultaneously. This includes after hours support. Please note that after hours support requires our access to a computer. We will respond as quickly as we are able to during after hours tickets that are issued.

Monthly Hosting/Service Fees:

Published monthly service fees are posted on ADVAIA's web site. In some cases these fees may be higher due to a client's specific level of services as may be determined by ADVAIA at the time that their web site project is quoted. *

Monthly Hosting/Service Fees include the following: **

  • Hosting of the client web site on ADVAIA shared servers and redundant servers
  • Daily Signature Data Feed updates passed to Client web sites through ADVAIA's cobrand
  • Updates to ADVAIA cobrand as needed or when changes or additions by Signature may occur
    This includes any improvements that ADVAIA deems are necessary or warranted
  • Data Share costs to ADVAIA for hosting the Signature data base on dedicated, redundant servers and feeding that to client’s web sites via the ADVAIA cobrand

DOES NOT INCLUDE:

  • Client requested changes/updates/additions to their web sites
  • Additions of new Signature products or services that are not provided in the data feed and that must be custom added and coded to the client web site as these are considered "CUSTOM" to the clients web site
    This would also include any Signature "REQUIRED" addition to a client web site that would have to be hard coded and as announced as such by Signature
  • Signature changes to their products, services or graphics that are hard coded to a client web site that are not part of the data feed
  • Client training services unless otherwise specified to client as may be determined by ADVAIA at the time that their web site project is quoted

* ADVAIA reserves the right to not publish pricing that is applicable to a host agency for their Independent Agents as these are billed directly to the host agency.
** ADVAIA reserves the right to increase Monthly Hosting/Service Fees when costs to ADVAIA occur as a result of improvements to the level of hardware, software or co-location services associated with ADVAIA's redundant servers.