Standards of Service

1. Payment
   'Web Wiz' use an online payment system and accept all major credit cards and UK debit cards as well as PayPal payments.
   
   'Web Wiz' review all orders to protect both you and us from fraudulent transactions and may log the purchasers location and IP address. This means that with some products and services there can be a delay in processing your order (up to 72 hours) however during business hours expect activation within a few hours. Feel free to contact customer support for order status.
   
   Installation fees for installing software can not be refunded if our technicians are unable to successfully install the software. Please see the relevant software licensing for more details on licensing refunds.*
   
   If you are purchasing website hosting services then please see our 30 day money back guarantee for more information on this.
   
   Please use our demo systems or contact our sales department with any questions you may have about product or service performance before you purchase.
   
   
2. Hours of Operation
   The hours of operation are available on the contact us page. Phone and Live Chat services are only available during business hours, while email support and enquiries are available both during and outside of our usual hours of business.
   
   
3. Phone Services
   Our phone services are offered as a supplement to our email and support ticket systems. While we are happy to answer your call during business hours we may sometimes ask that you use the email support ticket system as support questions can often be answered more efficiently and faster as you are able to copy and paste technical error messages which a technician can often use to understand what the problem is.
   
   Due to the real-time nature of phone calls a call assistant or technician may not always be available, and you may find it simpler to get a response using the online support ticket and email systems or place a request that a technician contact yourself.
   
   
4. Online Live Chat Services
   Our online live chat services are offered as a supplement to our email and support ticket systems. While we are happy to chat with you online during business hours we may sometimes ask that you use the email support ticket system for more complicated support issues which can be assigned to a technician who can track the issue until it is resolved.
   
   Due to the real-time nature of online live chat an agent or technician may not always be available, and you may find it simpler to get a response using the online support ticket system or email system.
   
   
5. Email Responses
   Our average response time is less than 1 hour during our normal business hours.
   
   We do try to respond as quickly and efficiently to all email and support enquiries and you will usually have a response on the same business day. However under exceptional circumstances or outside of our normal hours of business it may take up to 72 hours to receive a response.
   
   
6. License Key Activation
   Many of our Software Products require product activation on our 'License Activation Server' to verify the license is valid and issue a unique installation ID. During this process you accept that 'Web Wiz' will record information about the server the software is being installed upon which will be stored together with details of the License Holder. This information is available to the License Holder through their Client Area, and all information is stored securely and in accordance to the Data Protection Act under which 'Web Wiz' is registered.
   
   If you purchase software it may require activation on our License Activation Server. Please beware that the installed Web Wiz Software will require Internet access on TCP Port 80 (not through a proxy server). Software which requires such activation does come with a tool to be able to test for a connection to our License Activation Server before you make a purchase. We are unable to refund the purchase of license keys if you have installed the software in a location which is unable to connect to the License Activation Server.*
   
   
7. Upgrade Policy
   The purchase of any Web Wiz product includes our free, 1 year (12 months) upgrade protection. Customers who purchase Web Wiz software are eligible for a free major version upgrade if that release occurs within 12 months of their original purchase date. Remember, minor version releases (for example, from version 1.1 to version 1.2) are free for all Web Wiz customers. Customers are able to extend Upgrade Protection on products in 12 month blocks at up to 80% off the original purchase price.
   
   Customers who purchase Web Wiz products which explicitly come with Lifetime Upgrade Protection are eligible for free major and minor version upgrades for the life of the product.
   
   
8. Pricing
   Prices for Web Hosting and Domain Name Services in US Dollars and Euros are calculated from UK Pounds Sterling and are set using current exchange rates which do fluctuate on a daily biases. 'Web Wiz' reserves the right to amend or change pricing for software and service at any time without notice.
   
   
9. Forums
   Our support and community forums are provided as a convenient place for customers to interact. It is important to note that forums are not part of our customer service and are only an added benefit and access maybe removed.
   
   Official support from our technicians is not available through the 'Web Wiz' support and community forums. If you have a current Premium Phone and Email Support agreement with us then you should use the contact methods found in your online Client Account Area to contact a technician who can help with your support issue.
   
   We may from time to time be forced to remove an account from access to, or delete posts from, our forums ('Web Wiz' reserves this right).
   

*This does not effect your statuary rights

Web Wiz reserves the right to add, delete, or modify any provision these 'Standards of Service' at any time without notice.