Support Policy

Support Policy

Last updated September 16, 2024

1. Basic Support

Basic Support is included for all customers at no additional cost and is available 24/7, excluding holidays and company blackout periods. It covers general, hands-off tasks such as troubleshooting common issues, basic configuration assistance, and installing software included in our product offerings. Basic support is remote in nature, meaning our team provides guidance without direct interaction or system modifications. For tasks falling under Basic Support, there is no need for hands-on involvement, and our team is available to provide resolutions via email, chat, or support tickets.

Examples of Basic Support:
  • Addressing connectivity issues.
  • Assistance with DNS configurations.
  • Providing instructions for standard installations included in service plans.
  • Answering general usage or functionality questions.

Basic support does not include third-party software installations or issues beyond our product offerings. In the event a task requires more advanced support, clients will be notified before any further action is taken.

2. Managed Support

For customers requiring more hands-on technical assistance, TCF offers Managed Support as part of a premium service plan. Managed Support provides up to 30 hours per month of hands-on assistance for specific technical tasks, such as troubleshooting, installations, and minor configurations that require direct interaction with your systems. This tier includes Tier 1 Paid Support services at no additional cost.

Managed Support does not cover Tier 2 or Tier 3 tasks (e.g., complex migrations or system reconfigurations) but allows customers to access basic, semi-complex services without incurring additional fees.

Examples of Managed Support:
  • Installing software that is not part of Basic Support but falls within Tier 1.
  • Assisting with low-level OS configurations.
  • Diagnosing recurring performance issues.

Once the 30-hour monthly limit is reached, any additional support requested will be billed according to the tier-based pricing model outlined below. Unused hours do not roll over to the following month, and they reset on a monthly basis.

3. Tier-Based Paid Support for Complex Tasks

For tasks that fall outside Basic Support or the Managed Support plan, TCF offers tier-based support pricing for more complex services. These tasks are categorized based on complexity and the level of hands-on support required.

  • Tier 1 ($20/hour):
    • Covers semi-complex tasks such as installing non-included software or troubleshooting that requires up to 8 hours of hands-on work. If the task exceeds 8 hours, it automatically moves to Tier 2 pricing.
    • Example: Non-included software installations, configuration of additional plugins.
  • Tier 2 ($40/hour):
    • Covers moderately complex tasks that require up to 12 hours of hands-on support. If the task exceeds 12 hours, it is upgraded to Tier 3 pricing.
    • Example: OS upgrades, system reconfigurations, database optimizations.
  • Tier 3 ($75/hour):
    • Covers highly complex tasks requiring more than 12 hours of support, with no maximum limit on the number of billable hours.
    • Example: Full server migrations, custom infrastructure setups, or high-level performance tuning.

Note: Standby time, such as waiting for long-running tasks like OS installations or data migrations to complete, is not billable. Only active support time is charged.

4. Third-Party Software Support

While TCF strives to assist customers with various third-party software, we cannot guarantee full support for all third-party applications. Our team will make reasonable efforts to troubleshoot or assist with integrations, but the availability and extent of support may vary depending on the software or platform in question.

For third-party applications outside our core service offerings, we may direct customers to the respective software vendor or recommend alternative solutions if necessary. Custom support requests for third-party applications may incur additional charges and be subject to Tier 2 or Tier 3 rates.

5. Paid Service Notification and Billing

If a task requires support that goes beyond Basic Support or Managed Support, the customer will be promptly notified before any work begins. We will provide clear details on the tier-based pricing, expected hours, and associated costs. Upon customer approval, TCF will bill 1 hour of support upfront for all paid services.

Any additional hours beyond the initial hour will be billed following the completion of the task. Customers will receive a detailed invoice outlining the total time spent and the applicable rates.

In some cases, we may require a deposit equal to the amount of 8 hours of support or more. In the event a deposit is required, the total billed support hours will be deducted from this deposit and the difference will be refunded.

Invoicing and Billing Details:
  • Invoices will be sent to the email on file and must be paid within the payment terms specified.
  • Failure to pay for support services may result in suspension of services or further escalation.

6. Support Exclusions

Certain services and fees are excluded from the standard support offerings. These exclusions include, but are not limited to:

  • Custom Development: We do not offer support for custom coding, development, or modifications to third-party applications unless explicitly agreed upon.
  • Unsupported Software: TCF cannot provide support for software that is no longer supported by its developer or is not compatible with the hosting environment.
  • Hardware Issues: We do not troubleshoot hardware failures related to third-party vendors. For hardware-related concerns, customers will be directed to the appropriate manufacturer.

7. Abuse of Support

TCF maintains a strict policy regarding the abuse of support services. Abuse may include, but is not limited to:

  • Excessive requests for support that fall outside of the defined Basic or Managed Support scope.
  • Repeated or unnecessary use of support hours for trivial tasks.
  • Using support services for tasks unrelated to TCF's core offerings.

If abuse is identified, TCF reserves the right to limit, suspend, or terminate support services. Customers found abusing support may also be subject to additional fees or restrictions, including termination of Managed Support privileges.


TCF reserves the right to update this support policy at any time, and changes will be posted on this page.