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Service Guidelines

1. We complete all website management tasks as promptly as possible. Requests involving relatively minor tasks received during regular business hours (M-F 10AM to 7PM ET) are normally completed within only a few hours. More complex tasks, or requests for work received during non-business hours, are normally completed within 24-48 hours from the time they are received.

2. All tasks are completed on "first come, first serve" basis, within the constraints noted in item 3 below. So please BE PATIENT! We won't forget about you.

3. We certainly recognize that some tasks SHOULD have a higher priority than others no matter when they are received. Therefore, we will suspend other work in order to complete such "priority" tasks immediately and we ONLY SUSPEND WORK to deal with a "priority" task. And while we do take into account the degree to which you might consider your request "an emergency", that is not the only factor we consider in assigning "priority" status to a task.
   
   Here is a partial list of various types of issues/problems we consider "priority" tasks and in the order in which we assign them priority:

   1. Entire website, shopping cart offline or malfunctioning, unavailable to visitors/customers. Note: If your credit card processing gateway service, e.g., Authorize.net, PayPal, etc., is offline, you will need to contact them directly.  

   2. Price changes or other types of revisions that directly impact website revenue.  

   3. Problems with the operation of promotional materials or systems, e.g., malfunctions in advertising codes, tracking codes, Google Adwords accounts, banner ads, etc.

   4. Corrections or revisions to site-content that could provide customers with incorrect or misleading information.  

   5. Correcting broken links for main website page links or product information links. This would not include broken links on links or resources pages.  

   6. Adding new products to an existing website.

4. In other words, if we receive a request for price changes, and then a report from someone that their website is offline, since the latter has a higher priority, we will deal with that problem before any others.

5. Other tasks, such as corrections or revisions to site-content that are non-critical, adding new content or graphics to an existing website, revisions to a website that are purely of an aesthetic nature, setting up website promotions, adding new website pages, etc., are done purely on a first come first serve basis.

Making Requests

1. When you need work done on your website, please either send us an email detailing precisely what you need to have done or submit a ticket using our Help Desk service. Send emails to sales@cyberiacom.net and ONLY to that email address. While it is of course acceptable to contact us by phone to report website unavailability, malfunctions in your shopping cart or email services, etc., all other requests for website management services must be in writing. This is for your benefit as well as ours because it insures that we get it right the first time and therefore completed as quickly as possible.

2. Please provide DETAILED INSTRUCTIONS as to what you need to have done. Requests that contain vague or imprecise instructions, requiring that we contact you for clarification, will delay completion of your tasks, especially if we are unable to reach you. So take some time to thoroughly think through what you need BEFORE you send us your request.
   
   When requesting website management services, please also keep this information in mind:
   
   

   1. Our normal business hours are M-F 10AM to 7PM. For those of you who are NOT in the Eastern Time Zone, please take keep in mind the time difference. On evenings after 7PM and on weekends, we handle high priority issue only.
      
      
   2. When you send your request in via email, it is probably a good idea to mark it for a "read confirmation". We will read it immediately, and then you will be sent an automated "read confirmation" response so you will know we have received and read your request. Please understand that it is not possible send an immediate detailed reply to every email request that we receive; we only confirm receipt immediately. But that does not mean we will COMPLETE the task immediately.

   3. Once we have confirmed receipt/reading of your message, your task will be completed as soon as possible within the guidelines stated above. Of course, if you need to send us another request for a completely different task, within a few hours or so of a previous request, that is entirely acceptable.

If you follow these guidelines, you can be assured that your website management tasks will be completed as quickly and as professionally as possible.

If you have questions, or are ready to order, contact our sales staff at 877-689-8600