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At Dissau, we are committed to providing reliable, timely technical support focused on keeping our clients’ contracted services active and secure.
This policy defines what our support includes, what it does not include, and how cases are handled.
What Dissau Technical Support Includes #
- Coverage of contracted services only: support for hosting, domains, websites, business emails, applications, and systems developed by Dissau.
- Preventive and corrective support: monitoring, updates, security patches, and issue resolution.
- Migration assistance: support for transferring websites or applications to new servers.
- Email configuration: help with connecting business emails in clients such as Outlook, Gmail, or mobile devices.
- Basic training included: on the use of contracted services (e.g., CMS, installed CRM-ERP, Mail Servers…).
- Data recovery: restoration of information in the event of accidental loss.
- Coverage of third-party incidents: provided it is technically possible, although Dissau is not responsible for complete failures caused by client negligence.
- Unlimited support: no limits on the number of tickets or requests while the contract is active.]
What Dissau Technical Support Does Not Include #
- Third-party services: we do not provide support for accounts, domains, or applications contracted outside of Dissau (e.g., personal Gmail, external ERPs, third-party plugins).
- Advanced development or customization outside of the company’s contract: Modifications to plugins, modules, code, themes, or applications are considered additional development and are not part of the support program.
- Client business management: We do not perform tasks such as e-commerce price modifications, product editing, or administrative tasks that the client can perform after training.
- Hardware or local network issues: routers, PCs, printers, or any physical infrastructure outside Dissau’s cloud services are not covered.
- External integrations: connecting software or platforms from third parties is not included in the standard support.
Support Operations #
- Service hours: during business hours, with a maximum response time of 24 to 72 hours.
- Official channel: all requests must be submitted through our support platform at crm.dissau.net, where each client has a personal account.
- Case prioritization: requests are addressed in order of arrival and based on reported urgency.
- Scope: the support team focuses on keeping Dissau’s services active, secure, and fully functional.
Important Note #
Dissau is committed to ensuring the continuity and stability of contracted services. Additional tasks, custom modifications, or requests outside the defined scope of this policy will be considered additional services and may be quoted separately.
