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OUR COMPANY AND SUPPORT SERVICES
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Call now, toll free 1-877-635-1968
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| Our Company |
| We are a dedicated group of professionals committed to
supplying you with high quality Web services. We bring you not only our
Web and System's experience, but also our business experience as well! We
plan on a long term relationship with our subscribers.
Through an aggressive profit sharing plan and a Company philosophy that
talks about members, not employees -- we think you'll find our customer
service about the best in the business! We are also very proud of our
network and server architecture. Average server uptime is about 99.9%
-- we make it our policy to announce any planned or unexpected outage
longer than 30 minutes by sending E-mail to our entire subscriber base. If
your site is ever not responding for a longer period -- please let us
know!
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| Our Customer Support Commitment |
In order to keep our rates as low as possible we continue
to automate more and more of the processing associated with your service. Our
Control Panel puts the tools in your hands to make the desired service
changes immediately. We also try to provide excellent personal support. If
we don't meet the following, let us know and you we'll be HAPPY to give
you a $10 account credit. Here is our guarantee!
- We will return ALL phone calls within 4 business hours! Our phone
hours are 9 AM to 5 PM EST, Monday-Friday. You
may call us TOLL FREE at 1-877-635-1968. For our overseas
subscribers who need help, email us your number and a good time to
call -- and we will attempt to call you directly.
- Email messages that arrive before 0900 EST, will be answered by 1200
EST, everyday.
- Email messages that arrive by 1500 EST, Monday-Friday, will be
answered by 1700 EST.
- Email messages that arrive by 1800 EST, everyday, will be answered
by 2200 EST.
- NOTE: Send Email to service@thebook.com,
messages will be answered by "live" support staff. All
issues may not be resolved at that time. Billing inquiries may take
longer. Follow up messages to a specific engineer after the initial
response to the same issue may take longer.
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| GOLD Support - access to
an engineer any
day/time! |
| For most of our subscribers the response times published
above provide more than adequate service while keeping monthly costs
low. For those sites which need rapid and experienced response to site problems we
offer our GOLD level of support. For a registration fee of $25/month and a
per incident fee of $60 -- you can have our experienced engineers examine
any problems. The monthly fee is waived for
PREMIUM and ECOMMERCE subscribers. Via our web based form you will be able to page an on-duty engineer at any time of the
day or night. They will follow up with you by phone within 30
minutes
to work on any sudden problem your site is experiencing. (If we
determine the problem was caused by us, there is no charge for the
incident).
To request GOLD Support,
click here. (On the authorization
screen, enter the same subscriber name/password combination you would use
for your control panel login.)
NOTE: Be sure to register with our staff
before attempting to use this service. Send us an email at service@thebook.com
if you have questions or would like to sign up.
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| Custom Setup Service |
| For new subscribers! We understand that realistic
expectations are key to making you happy with our service. The Software
Workshop Inc. is a provider of web services for experienced webmasters,
e.g. people who are familiar with HTML, and how CGI/PERL is used to create
order or reply forms on web pages.
Many of our subscribers are new to the web and do require extra help in
getting their site ready. PLEASE sign-up for our Custom Setup Service
($50). This give you TWO hours of direct technical support to get your
site up and running. Our engineers can do the job quickly and
professionally.
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| Other Resources |
| Our FAQ answers some of our most
common questions about web service. It provides some excellent tips
regarding site setup and maintenance.
We have a tools page which contains a
lot of useful links and a large icon/image collection.
Through a series of Service Notes we will keep you informed about
changes on the Web and methods you can use to increase activity at your
site!
Problems with service! You can let us know by:
- Sending an E-Mail message to "service@thebook.com",
- Calling and speaking to one of our Customer Service Reps at 877-635-1968.
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