DISSAU technical support policy

At DISSAU we're committed to reliable, timely technical support focused on keeping our clients' contracted services active and secure. This policy defines what support includes, what it doesn't, and how cases are handled.

What support includes

• Contracted services only: hosting, domains, websites, business email, applications and systems developed by DISSAU.
• Preventive and corrective support: monitoring, updates, security patches and issue resolution.
• Migration assistance: moving websites or applications to new servers.
• Email setup: connecting business email in clients like Outlook, Gmail or mobile devices.
• Basic training on the use of contracted services (CMS, installed CRM/ERP, mail servers…).
• Data recovery in the event of accidental loss.
• Third-party incidents where technically possible (DISSAU isn't responsible for full failures caused by client negligence).
• Unlimited support: no cap on tickets or requests while the contract is active.

What support does not include

• Third-party services contracted outside DISSAU (personal Gmail, external ERPs, third-party plugins).
• Advanced development or customization beyond the contract: changes to plugins, modules, code, themes or applications are additional development.
• Client business management: e-commerce price changes, product editing or administrative tasks the client can do after training.
• Hardware or local network issues: routers, PCs, printers or physical infrastructure outside DISSAU's cloud services.
• External integrations: connecting third-party software or platforms isn't part of standard support.

How support works

• Hours: during business hours, with a response time of 24 to 72 hours.
• Official channel: all requests go through our support platform at crm.dissau.net, where each client has a personal account.
• Prioritization: requests are handled in order of arrival and by reported urgency.
• Focus: keeping DISSAU's services active, secure and fully functional.