About this policy#
This Support Policy is a legal agreement between you, the customer (“Customer”), and Comcities.com, operated by Platinum Online (Private) Limited (“we”, “us”, “Supplier”). It explains how you get support and how we provide it, and forms part of our Terms of Service. You must accept it to sign up for an account or use our services, so please read all of it.
Back up first#
Before you try to fix any problem, back up everything. Then open a ticket with the right department.
We are not responsible for any loss or corruption of data, including any caused by our troubleshooting. While we troubleshoot, your services may be interrupted, restarted or reset.
How to get support#
| Support level | Channels | Price |
|---|---|---|
| Standard, with every account | Email and help desk, 24/7 | Free |
| Premium Support | Live chat on WhatsApp | From $10/mo per account |
| Enterprise Support | Phone and remote desktop | By agreement |
To get help, open a ticket in the client area. Enterprise Support is arranged individually: its price and terms are set in a separate agreement with each client, so open a ticket to discuss what you need.
Response time#
We guarantee a response to every support ticket within 24 hours. Most tickets are answered, and fully resolved, much sooner than that.
Every account includes free support, and you can upgrade to paid support at any time if you need a higher level of service.
What support covers#
We provide sales and support 365 days a year by email and through our help desk. Please note what our support does not include:
- Development and administration. We do not do web development, application updates or email setup, including compatibility, installation, maintenance and other ongoing administration.
- Your own equipment. We are not responsible for problems with your website, applications, email or radio service caused by compatibility issues on your computer or by outdated hardware.
- Training. Our support is not a beginners’ service: we do not teach you how to carry out technical tasks, or explain how technical work was done. You should have a basic understanding of how computers and the internet work; if you do not, our services are not the right fit for you.
- Third-party scripts. Unless we say otherwise, we do not support or troubleshoot third-party scripts, including add-on scripts in cPanel, Centova Cast or other platforms. You are responsible for making sure your scripts work in our server environment.
- Software bugs. For bugs or errors in a software product, please contact its vendor directly.
We do not offer on-site support. As a fully online service provider, we give all our help remotely, and we are committed to making it excellent.