eCorner Provides Real Customer Support - When You Need It.

eCorner's mission is to provide you with a secure hosted eCommerce environment and which conforms to local and international usage conventions and requirements. We provide real support from our people who are based in Australia. We do not accept all types of content and may remove content which we feel is illegal or contravenes our Terms, Conditions and Usage Policy .

We have many roles that we have to fulfill for our customers and sometimes we have to make decisions and assign priorities to questions, tasks and problems.

We run two key internal systems that help us manage and track what we are doing: our Customer Relationship Management System (CRM) and our Problem Tracking System. Sometimes our staff will ask you questions to ensure that we know who we are talking to and what website you run. We have a Privacy Policy which guides what we do with your information.

 

Our Service Level Priorities

Level 1 (highest) - Resolving a fatal problem in a live site.

Level 2 - Resolving a problem in a live site that does not stop the site from running and taking orders.

Level 3 - Resolve or respond to a question or problem from a customer who is still in a site development mode or has not gone live.

Level 4 - Respond to questions not related to developing a site or a live site - these may be questions raised by someone trialling our solution.

Level 5 - Providing advice or recommendations or answering non-critical questions.

Once you have notified us of a problem eCorner support management will assign a priority and escalate the problem to be diagnosed. If the problem is the result of a technical fault eCorner will resolve the problem and notify you that it has been resolved.

If eCorner cannot recreate any problem which is notified to us we may ask you for further information.

If a problem is a result of a user's error or omission, eCorner will either resolve the problem or pass to you information for you to rectify the problem yourself. If we are asked to resolve a user content or work-related problem it may be a chargeable item at the discretion of eCorner management.

In general eCorner will not charge to resolve user-notified support requests which originate via our web based support system which can be found at www.ecorner.com/support.

• However we do expect our customers to be competent in the ePages system.
• We run regular training courses for a small fee and we will run specific training for you if requested.
• The ePages MBO (backoffice) has extensive help text with the small automated blue book icon on each tab.
• There is also a very comprehensive manual in PDF format which we send to you or you can download from our website.

Resolution of problems created by a customer is a chargeable item and we may charge our support staff's time when it is used to resolve problems arising out of not using the help capability, the provided manual or the FAQs.

 

Times of Operation

eCorner's office operates Monday - Friday from 9AM - 6PM (AEST). We are closed on Saturdays, Sundays and Public Holidays. We do monitor all our servers and websites constantly and will ensure that any failure is quickly recovered.

Our Web based support service at www.ecorner.com/support is monitored and we will review any requests and act on any Level 1 requests as soon as possible.

 

Free Support Calls

Every customer has a fixed number of free support calls allocated to them each month based on their package. These support calls are to enable you to lodge problems or queries about our service or products. These allocated calls are not to provide site build assistance or content management assistance. It is the customer's responsibility to build and manage their own website unless they have entered into a Service Agreement with eCorner.

 

In general all support requests should be lodged electronically via www.ecorner.com/support. We have free call numbers for Australia and New Zealand. Electronically lodged support requests will be given priority.

 

Service Agreements

eCorner can provide a Service Agreement to you if you want ongoing assistance in the building or management of your website. ePages V5 has been specifically designed to operate as a Do-It-Yourself (DIY) system. We would recommend a Service Agreement only if your site will be large or complex. If you would like to discuss a Service Agreement then please contact sales@ecorner.com.au.

 

Service Levels and Availability

eCorner stores Plus is hosted in a fully accredited and highly available environment. We will in general guarantee in excess of 99.5% availability. We cannot guarantee any level of availability unless all aspects of the website are managed by eCorner including the ePages website, domain name, domain name server and any functional pages incorporated in the website not using ePages.

 

Monitoring Servers and websites:

We have a number of different levels at which we monitor our environment and our customers websites. We operate from a secure data center which are both manned 24 hours a day all year round. We run a monitoring system which alerts us when we have problems wiith our servers and need to take any actions. If you find that your site is not performing well or your site's visitors find some problem then please let us know as we cannot look at every site all the time.

 

If you notify us of an issue please try to provide as much information as possible. In this situation more is better. The best way to get the information to us is via our support link at www.ecorner.com/support. You will find a support link on every one of eCorner's own websites.

We want all of our customers to be successful we aid this by providing efficient support service which is focused on the priority levels we set and timeliness of problem resolution. We ask your assistance by providing as much information as possible in the event of a problem arising and by using the tools available to you.

Thank You

eCorner Team