General Service Standards
This policy is presented by The Purple Spade, a USA-based web design and hosting provider.
Having a business offer standards of service, whether it be for a web design project, hosting solutions, or any other service that a particular business may offer, means everything. At The Purple Spade, we pride ourselves on maintaining high impeccable standards in our own business, and therefore we are proud to carry on that service for our web design and hosting services which are available at The Purple Spade.
1.1 “The Purple Spade” uses both checks by mail and an online payment system to process all of our financial transactions between the client and us. We accept all major credit cards and US debit cards through either Paypal, Square, or Stripe. We review all orders to protect both you and us from fraudulent transactions and may log the purchaser’s location and IP address. This means that with some products and services there can be a delay in processing your order (up to 72 hours) however during normal business hours expect activation within a few hours. Feel free to contact us for order status or any questions you may have about a product or service performance before you purchase.
2. Hours of Operation:
2.1 The hours of operation are available on the contact us page. Phone and Online Support services are only available during business hours, while email support and inquiries are available both during and outside of our usual hours of business.
2.2 While The Purple Spade will make reasonable efforts to answer any queries that you may have within a reasonable amount of time, you should allow up to 24 hours, even 48-72 if this support request falls within public holidays or weekend periods. Generally speaking, however, most inquiries and support needs are dealt with promptly.
3. Phone Services:
3.1. Our phone services are offered as a supplement to our email and support ticket systems. Whilst we are happy to answer your call during business hours we may sometimes ask that you call back, or use the email support ticket system in your https://myportal.thepurplespade.com/ as support questions can often be answered more efficiently and faster as you are able to copy and paste technical error messages which a technician can often use to understand what the problem is. If we are unable to personally take your call you will have the option to leave a voicemail or text.
Please Note: We will not return calls in the following circumstances –
3.1.1. Where the caller is outside of the United States;
3.1.2. Where the caller has left only a mobile telephone contact number;
3.1.3. Where we have your email contact details in which case we will return your message via our Support System;
3.2 Due to the real-time nature of phone calls a call assistant or technician may not always be available, and you may find it simpler to get a response using the online support ticket and email systems or place a request for a technician to contact you.
4. Online Live Chat Services:
4.1 Currently we have no online chat services available.
5. Email Responses:
5.1 Our average response time is less than 4 hours during our normal business hours. We do try to respond as quickly and efficiently to all email and support enquiries and you will usually have a response on the same business day. However, under exceptional circumstances or outside of our normal hours of business it may take up to 72 hours to receive a response, although this is the exception rather than a rule.
6. Upgrade Policy:
6.1 If you wish to upgrade your hosting plans, or add additional add-ons then please contact us to discuss this.
7.1 Prices for Web Hosting, Domain Name Services, and Web Design Services are calculated from standard freelancer pricing. ‘The Purple Spade’ reserves the right to amend or change the pricing for software and service at any time without notice.
8.1 We are currently in the process of adding knowledge-based self-help articles for your reference. This will be located in your client portal.
Review Of This Policy
The Purple Spade reserve the right to add, delete, or modify any provision of this Term or Policy at any time without notice. Failure to receive notification of a change does not make those changes invalid.
We keep this Policy under regular review. This Policy was last updated in July 2022.
This policy represents your web design agreement with The Purple Spade, in addition to all emails exchanged between us and yourselves. Please retain your emails for future reference in the unlikely event of any dispute.