Managing support hours

Introduction

• In this article, we go through the necessary steps for purchasing support hours within the services offered by Hostico, as well as managing them.

Steps to follow

• Adding support hours is done directly by logging into the Hostico control panel and navigating to the bottom of the page. From here, you will see a window under the name Support, where we will access the Add button.
• By executing the order, a menu will be displayed that allows the selection of the desired number of support hours.

• After confirming the hour addition procedure, a pro forma invoice will be automatically generated in the customer account, and after the transaction is completed, the support hours will be allocated automatically.
• Still on the page we are on, there is another window that counts the support hours used for different operations. In the interface, you will see that for each individual request, there will be an open support ticket in the account that will contain information related to the billed procedure, as well as the remaining support hours.

Note:

• The standard support will remain unchanged, with the support hours aimed at executing operations not included in the standard support (actions that can be performed directly by the client (with or without the guidance of the Hostico support team), but for various reasons, are requested to be carried out by Hostico operators).
• The support hours are subject to the return policy, but only the unused ones. Hours used for requests cannot be refunded in the case of withdrawal from them.
• The validity of support hours is indefinite.
• The terms and conditions applicable to support hours can be found on the Support / Assistance page.