By purchasing a technology support package with Web Tech Tamers, you are agreeing to the following Terms of Service. (Download a printable Terms of Service document here.)
Commencement of Work
Web Tech Tamers does not commence work on any task or project until the client has purchased a service package and issued a work request. All work requests must be entered into the online ticket system so that Web Tech Tamers can manage and track the progress of the work request. Input of the work request may be done either by the client or by a Web Tech Tamers technician during telephone access time.
The online ticket system is available at http://WebTechTamers.com/clientsupport.
With the exception of Concierge Hours within the Concierge tier of service, all work requests are charged against the client’s available balance of work credits.
A work credit is a measure of value that is assigned to each work task. Smaller work tasks require fewer work credits. Larger work tasks require more work credits. For example, a small task such as adding a payment button to a web page requires only 1 work credit, but a larger task, such as transferring a blog from one web host to another web host, requires 10 work credits.
Clients may request one or more tasks in the same support ticket, but the work credit value of all requested tasks will be combined and then deducted from the client’s available allotment of work credits.
For example, if the following work tasks are requested in the same support ticket:
— Setup new add-on domain (2 credits)
— Blog Essentials Install Bundle (13 credits)
— Add new shopping cart product bundle (9 credits)
A total of 24 credits (2+13+9) will be deducted from the client’s available balance of work credits.
If you use all of your available work credits for that month and still need more work performed, additional work credits are available for purchase. Additional work credits are $5.00 each for clients in the On-Demand and Enterprise tiers and are $3.50 each for Concierge-level clientele.
For a list of services offered by Web Tech Tamers and the number of credits assigned to each task, please visit http://WebTechTamers.com/ServiceList.
Work Credit Rollover versus Work Credit Renewal
Enterprise and Concierge tiers —
Work credits in the Enterprise and Concierge tiers renew each month. All work credits and telephone access time expire at the end of each billing cycle and a fresh, new batch of credits and telephone access time are “reloaded” into the client’s account at the beginning of the next billing cycle.
On-Demand tier —
Clients in the On-Demand tier may choose to rollover their work credits and telephone access time from one month to the next or to renew them each month. To be eligible for rollover work credits and telephone time, On-Demand clients must pay for another month of service before their current billing cycle comes to a close or pre-purchase a multiple-month package. Up to 3 months’ worth of work credits and telephone access time may be carried forward each month.
Work credits and telephone access time will expire at the end of the current billing cycle for On-Demand clients who do not purchase a pre-paid, multiple-month package or pay for another month of service before the end of the billing cycle.
The Work Process
In order to complete your work quickly and efficiently, it is important that we know all the details of your request and are very clear of what you need done. To minimize any confusion, and to make the best use of time, we need to know all details before we start any work on your tasks. Any modifications to your original work request and/or any additions to your original work request will incur additional charges to your balance of work credits.
We do our best to make sure we fully understand the scope of your work, but ultimately, it is up to you, the client, to make sure that full details related to your work request have been provided to Web Tech Tamers. Not only will this prevent unnecessary delays in completing your tasks, but it will also prevent us from having to re-do your work and charge it against your available work credits. One round of revisions is allowed to the first work request. Any additional revisions or additions to the work request will be charged against the client’s available work credits.
Billing and Payments
All service packages, with the exception of the one-time payment option and pre-paid option available in the On-Demand tier, are billed as recurring, monthly subscriptions through our shopping cart solution and are automatically charged to your credit card. Billing takes place on the same day each month based on the date the client enrolls in the service.
Clients may also choose to be invoiced manually and pay by check. In this case, Web Tech Tamers will not commence any work for the client until the check clears through the ACH and the funds are deposited into our bank account.
If we are unable to charge the client’s credit card or the account fails to be paid within 5 business days of the billing date, the client’s account will be suspended until paid in full. We only perform work services for accounts that are current and paid-in-full.
Cancellation and Refunds
There are no refunds. Upon cancellation, any unused work credits and telephone access time remaining in your account are forfeited. Work credits and telephone access time are non-refundable and may not be used for any future work nor redeemed for cash or payment of any type. You may, however, continue to use any remaining amounts up to the last day of your final billing period.
To cancel your account, please use your available telephone time to contact us or issue a support ticket requesting cancellation.
The Enterprise and Concierge tiers require a minimum, three-month commitment within the chosen package. The On-Demand tier does not have a minimum, monthly commitment.
Changing Service Packages
All clients may upgrade their service package at any time to meet their changing needs. Enterprise and Concierge clients may downgrade to another package after the expiration of their minimum three-month commitment. To change packages, please use your available telephone time to contact us or issue a support ticket requesting the change.
Monday – Friday
8:00am – 6:00pm Pacific Time (U.S.)
Closed Saturdays, Sundays and the following United States holidays:
We make every effort to complete most support ticket requests within 5 business days. This schedule may be affected by the complexity of the work being requested, the amount of work requested by the client, our current workload, and other factors. If we anticipate any delays in being able to complete your work request, we will notify you as soon as possible.
Clients are responsible for contacting Web Tech Tamers to communicate their technical support requests. We can be contacted through the online ticket system or via email, telephone, and Skype.
We take the protection of your information very seriously. We do not share, sell or disclose any of your sensitive information with anyone who is not a direct staff member of Web Tech Tamers and only to those individuals within our organization who require your information to perform a work task for your or for an administrative duty relating to your account.
In addition, all of our Tech Tamers are required to sign a binding Non-Disclosure Agreement which provides for total confidentiality and privacy for our clients.
Our Guarantee to You
We want you to be thrilled and completely satisfied with the service you receive from Web Tech Tamers and will do our very best to ensure your 100% satisfaction. We guarantee to you that if you are not satisfied with the service you have received, we will do everything we can to make it right.
Although we have made every effort to accurately represent our services, avoid mistakes and verify that the information in this document and on our website was accurate at the time of posting, no expressed guarantees are made of the information herein. We cannot be held responsible in the event of typographical errors or misprints.
Limitation of Liability:
Under no circumstances shall Web Tech Tamers or its owners, partners, site developers, etc. be liable to any client on account of that client’s use or misuse of or reliance on these services, arising from any claim relating to this Agreement or the subject matter hereof. Such limitation of liability shall apply to prevent recovery of direct, indirect, incidental, consequential, special, exemplary, and punitive damages whether such claim is based on warranty, contract, tort (including negligence), or otherwise, even if Web Tech Tamers or its owners and partners have been advised of the possibility of such damages. Such limitations of liability shall apply whether the damages arise from use or misuse of and reliance on our services, from inability to use our services, or from the interruption, suspension, or termination of the services, including such damages incurred by third parties. This limitation shall also apply with respect to damages incurred by reason of other services or goods received through or other goods or services advertised on or other goods or services received through any links provided on our website. This limitation shall also apply, without limitation, to the costs of procurement of substitute goods or services, lost profits or lost data.
Web Tech Tamers does not warrant that the client support area will provide uninterrupted service or have 100% up-time. Neither do we warrant that our website and/or the server on which it is hosted will be free of viruses or any other potentially harmful components. Web Tech Tamers cannot and does not warrant or make any representations regarding the use of our services or the results of the use of the services in our website in terms of correctness, accuracy, reliability or otherwise. You, and not Web Tech Tamers, assume the entire cost of all necessary servicing, repair or correction of your equipment as a result of using our site.
Content Last Updated: April 4, 2011
Subject to change without notice.