Glow legal docs

Support services policy

Our commitments to you in the delivery of website maintenance.

Raising a support ticket

To raise a support ticket, simply login to your account and click on ‘Support’ from the main left hand menu. Within this section is a button that says ‘Create new ticket’. Click this button and provide the details of your request on the next page. Once submitted, we will be notified immediately.

Speed of response

All support tickets raised will get an immediate automated response and a support team member will then reply personally based on which plan the client is on, as follows:

  • Essentials Plan – within 6 hours
  • Optimise Plan – within 3 hours
  • Perform Plan – within 2 hours
  • Grow Plan – within an hour

Hours of operation

There will always be at least one support team member available from 7am until 10pm, 7 days a week.

Maintenance Release

Get Glow Ltd will occasionally update the app on behalf of the reseller, at no cost. These updates are considered “Software” only and will be subject to the terms and conditions of the main agreement.

Modifications

Get Glow Ltd, in its sole discretion, allow suggestions from resellers for modifications to the app, however Get Glow Ltd is under no obligation to implement those suggestions in future releases of the app or to provide support services for those suggestions.

Error Corrections

Get Glow Ltd shall exercise all reasonable efforts to correct any error reported by a reseller in the currently live version of the app, at no cost.

Changes

This Support Services Policy may be updated occasionally and is subject to change at the discretion of Get Glow Ltd.