Console LTD (Moscow, Bulvar Karelskii, 21, korpus 1, et. 1, pom IV, of. 1L)
TECHNICAL SUPPORT
We try to make your work with the technical support of AdvantA.org the most productive, efficient and enjoyable, and also save our common time.
Please specify the number of your order and the tariff plan at the requests.
In the case of technical problem specify in every detail its description, after what actions it occurs, also provide access data (URL, login and password) to the Control Panel.
Please add the access data (login and password) to the Billing Panel when writing about financial questions.
During all the time we have been collecting the base of frequently asked questions and answers to them.
We provide the forum and the page of F.A.Q.
E-Mail*. The primary way of communication. Issues of any importance and complexity are solved via e-mail. All requests are recorded in the help desk and have their own number. When answering by e-mail (support@, sales@, ceo@) do not quote a conversation, as it is already saved in our database and available to the operator to view. Answers cluttered with quotations of existing text will remain without any attention. Do not create multiple requests (tickets) on the same issue, and respect our common time.
If necessary, the priority of the ticket in the help desk is exposed by employees of AdvantA.org. The highest priorities are allowed only in emergency hazardous problems (virus detection, Trojans, spam mailings, hacking of websites, etc.) and for clients located on VIP service. An independent wrong choice of the highest priorities is regarded as a high-priority request of non-standard technical support (notification are sent to duty officer via ICQ and/or SMS).
ICQ/ Skype**. It was introduced in order to answer to individual questions that do not require any additional actions, and only when status is "Online". Please do not disturb if the status "Busy", "Do not disturb" etc.
Do not write sentences like "How are you?" "Can I ask a question?", "Hi, are you here?" etc., go directly to the issue, and also turn off the SPAM-filter of messages.
Phone**. Pre-sales and financial issues.
* Typically we response to the request by e-mail in 24 hours (CEO checks his mail once a week), but the real time of our answer is from 0 to 24 hr, (depending on the complexity of the problem etc.). Sending emails to several e-mail addresses, duplicating texts to ICQ or on the forum - this is a wonderful chance to remain unanswered.
** Solving problems via ICQ and phone is not guaranteed.
Regardless of the severity of your problem, mental health, etc. it is prohibited to contact our staff in the rough or the expressive form using offensive language or swear words.
Unjustified (for example, the desire to "talk about life", etc.) treatment can cause stopping of providing services.
Learn carefully the list of services for your tariff plan, and do not require the provision of those that are absent.
The installation and/or configuration of scripts (forums, guestbooks, message boards, etc.) is made by the client.
A non-standard technical support, which includes the installation and/or configuration of described above scripts, additional modules or programs that are not included in the common server software, personal settings of the account with "exotic" scripts, works on the server connected with the activity of the client, etc. is carried out at additional cost – 2100 RUB per an hour (minimum 1 hour).
When registering, you are automatically subscribed to the news of AdvantA.org (information on changes in tariff plans, starting new services, planned works, etc.). As a rule, 3-7 informational letters is made for the year by e-mail. Also you can stop receiving these letters in the billing panel. Important letters will be sent in any case.
SENDING DOCUMENTS
To private individuals:
The agreement, signed from our side, will be sent on request by e-mail (scan-copy).
Cost: 150 RUR (invoice is issued on request).
To legal entities:
An invoice (1 copy), a contract for providing services (2 copies), an act of performed works (2 copies), signed from our side, are sent by us via post in registered letter after receiving payment. When registering be sure to include your postal address if it is different from the legal one.
It is recommended: to purchase hosting and domain registration for a long time, for example 1 or 2 years, as the cost of hosting is miserable, and monthly (quarterly) payments will entail an additional burden on our and your accounting.
AdvantA.org use a simplified tax system and is not a VAT payer (invoices are not exposed) since 01.01.2009.
All bills, acts of performed works and invoices are stored in our billing system and are available for viewing and checking (My Account -> List of Payments), in the case of any inaccuracies, please let us know. The review of issued invoice is also available in this section of billing at any time.
Information: terms of web hosting
Please read everything carefully.
If you have any questions, please go to our forum, read FAQ or contact us.
Hosting, reselling and domain registration:
Agreement for private individuals: http://advanta.org/help/contract_hosting_fiz_eng.doc
Agreement for legal entities (companies): http://advanta.org/help/contract_hosting_ur_eng.doc
Dedicated servers and VPS:
Agreement for private individuals: http://advanta.org/help/contract_server_fiz_eng.doc
Agreement for legal entities (companies): http://advanta.org/help/contract_server_ur_eng.doc
Refund (moneyback) for hosting: 30 days from the date of payment.
HOSTING
It is forbidden to place pornographic, etc. materials on our servers (hosting and reselling).
Use other hostings that allow to save this type of information. For example, http://www.adult-host.ru
In order to avoid overloads on the server it is not recommended to install scripts of public chats and portals (PhpNuke, E-Xoops, Xoops, SmallNuke, PostNuke, Limbo etc.).