Support Obligations

Support Obligations

Teknorova provides technical support services continuously 24/7, 365 days a year to ensure the necessity and continuity of the services offered. According to Turkish time (GMT+3), normal technical support is available from 09:00 to 18:00 on weekdays and weekends, while after these hours, continuity is maintained with the on-duty technical support personnel system. The technical support we provide is offered within certain processes and conditions, which are outlined below.

Shared Services (Web Hosting and Reseller Hosting Types)

Technical support is not provided to the customers of our reseller hosting customers; reseller hosting customers must provide technical support to their own customers. If a customer of our reseller hosting customer contacts us through any channel to receive technical support, we will inform them and our reseller hosting customer about who and how they can receive technical support. Support tickets can only be sent by the reseller hosting customer through our website and will be considered by us.

Technical support is not provided for software problems on our customers' websites. The decision to provide this technical support is at the discretion of the technical support experts who are on duty at the time and reviewing the support ticket. Only minor syntax errors (such as ;) can be fixed within this framework.

The installation of widely used CMS systems such as WordPress can be done by our company, but the installation of themes, plugins, and related settings are the responsibility of our customers. If our customer cannot install these due to system requirements or limits, a review can be conducted, and a solution can be provided.

The setup of email accounts on computers, tablets, and mobile phones is the responsibility of our customers. Our technical support team is obliged to provide the correct settings and an article on how to do this for the customer. Assistance can be provided at the discretion of the support staff.

Virtual and Physical Server Services

In VPS, VDS, cloud, and physical server services, the scope of technical support includes the installation of the service, the migration of websites if applicable, and the optimization of server settings before delivery. Management technical support is not provided after delivery. The services, software, special configurations, and add-ons within the server are the responsibility of our customers. If server management is to be performed by our technical support team, an SLA service should be purchased, or one of our managed support services should be preferred. The decision to provide technical support for server services is at the discretion of the technical support experts who are on duty at the time and reviewing the support ticket.

Other Conditions and Information

If the Teknorova technical support team encounters difficulties in understanding the correspondence on the support ticket, they may contact the customer by phone for better communication within the scope of the Personal Data Protection Law (KVKK).

If the Teknorova technical support team encounters insults, curses, etc., in support tickets or phone calls, they have the right to terminate the support ticket or phone conversation and permanently suspend the support service in subsequent processes.