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Support Service

"We operate a high performance fully redundant network utilizing the latest technologies"

The use of services from SDM Technology Services Company [hereafter referred to as "SDM Technology Services Company"] constitutes agreement to these terms.

Support and Maintenance Service Policy

To submit a support request, please visit Our Support Page. We will be in touch with you as quickly as possible.

Updated Support Cost effective March 1, 2016:  SDM Technology Support Services will
charge $125 per hour for all support services except when 1) Resolving hosting 
issues and 2) Fixing something that we broke.
Support Team

SDM Technology Services Company Support team is fully committed to prompt and valuable assistance for any issue. Issues will be resolved in a reasonable time frame or escalated to a Web Strategist.

Support Services

The Client should contact Support for the following services:

  1. Website performance or hosting issues.
  2. Editing, revising, or updating page and product content including text, images, and SEO-related content
  3. Editing, revising, or updating templates on existing website pages
  4. New web page and email templates based on existing design
  5. Modifications and minor enhancements to existing functions, forms, and features on the existing website
  6. Consultation, guidance, and training on the use of the website and content management system
  7. Google Analytical and Webmaster Tools basic configuration and support
  8. Support of third party tools and applications used on the website and integrated by SDM Technology Services Company (i.e., WordPress, Concrete5, etc.)
  9. Support of third party tools and applications not integrated during the website development
  10. Updates required to website due to incompatibilities with new browsers and new browser versions
How to contact the Support Team:

Submit your support request on the form at our support page.

  1. We suggest using the form, but you can also reach us at support@sdmtechservices.com or 570-616-4200.
    Note: all form submissions, emails, and voicemails are delivered to our entire support team.
  2. You will receive a confirmation response from our Support team.
  3. Escalate the request, if necessary. If your requests are not addressed to your satisfaction, escalate the request by calling our Support Manager at 570-616-4200.
Cost and Terms

SDM Technology Services Company charges $100* per hour for all support and maintenance services. SDM Technology Services Company doesn't intend to invoice for every minute and will use its own discretion to charge for issues. There are no charges incurred to:

  1. Respond to and resolve hosting issues for SDM Network hosted websites
  2. Fix something that is broken due to “errors and omissions on the part of SDM Technology Services Company”
  3. For new requests estimated over 3 hours, SDM Technology Services Company will propose a cost estimate for approval as described in the “Additional Services” section of this document.

    * The Support rate is increasing to $125 per hour on March 1, 2016
Additional Services

SDM Technology Services Company provides ongoing enhancement services that are NOT handled by our support team because of the size and nature of the work. This work is considered to be “Additional Services.” A SDM Technology Services Web Designer will advise the client on any requested “Additional Services” work and provide a proposed approach, costs, and timeline. Example services include:

  1. Website redesign
  2. New functions, features, design and development
  3. Web marketing consulting
  4. Google Analytics and Webmaster Tools consulting
  5. SDM Technology Services Company and the client may agree to a custom Support and Maintenance Agreement to allow for adjustments to the level of service that supersedes this document.
Errors and Omissions

SDM Technology Services Company does not provide a specific warranty period for websites because we feel that we are accountable for fixing any errors and omissions and broken things regardless of the time frame. However, it's important that SDM Technology Services Company clients understand that we don’t cause all issues and, therefore, can’t fix all issues for free. Websites inherently need maintenance because they are viewed through browsers and use many third party tools. The browsers and third party tools are regularly updated, and versions may no longer be supported. This sometimes results in causing a website feature to “break” or simply to not perform as expected. We are ready, willing, and able to help fix all issues, but we charge for the ones we don’t cause.

SDM Technology Services Company assumes to be the sole provider of maintenance services for the website. If a party other than SDM Technology Services Company makes changes to the website, which results in SDM Technology Services Company or SDM Network providing necessary updates or fixes to the website, it will not be considered "errors and omissions on the part of SDM Technology Services Company".

Website Hosting

SDM Technology Services Company is accountable for the performance of the websites developed by SDM Technology Services Company and hosted by SDM Network’s hosting partners (“SDM Network”). SDM Technology Services Company will provide Support services to clients whose websites are not hosted on SDM Network servers; however, the services will be limited to the website code developed by SDM Technology Services Company. Hosting and server support for SDM Technology Services Company developed websites hosted by other providers is the responsibility of the client and/or hosting provider. Website performance can be affected by changes to a server environment, which can require maintenance or updates to the website. Should this type of website update be necessary, it will not be considered "errors and omissions on the part of SDM Technology Services Company."

Third Party Content Management Systems

Website performance may be affected by changes to the third party content management systems (CMS) (i.e. Drupal and Wordpress), which would result in maintenance to the website. Issues caused by or in combination with new or updated third-party software products including upgrades, themes, plugins, modules, or WordPress and Concrete5 modifications/customizations will not be considered “errors and omissions on the part of SDM Technology Services Company.”

Integrated Third Party APIs

Website performance may be affected by changes to the third party APIs (i.e. Twitter, Flickr, Constant Contact), which would result in maintenance to the website. Issues caused by or in combination with new or updated third-party software will not be considered “errors and omissions on the part of SDM Technology Services Company.”

Legal
Acceptable Use Policy

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General Terms of Service

Copyright Policy

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Our Copyright Policy

e-Mail Policy

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e-Mail Policy

General Terms of Service

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General Terms of Service

Hosted Voice Services

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Hosted Voice Service Agreement

Privacy Policy

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Privacy Policy

Support Service

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SDM Technology Services Company Support Service

VPS Terms of Service

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VPS Service Policy is as follows...

Contact Us

SDM WPS Technology Services Company
99 Beechnut Road
Honesdale, PA 18431
Toll Free: (855) 273-TECH
Phone: (570) 616-4200
Fax: (570) 616-4250

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