Support policy

Our support hours are Monday to Friday, 09h00 to 11h00 and 15h00 to 16h00 (GMT+2). During this time we can generally provide feedback on any email-based support queries within 12 - 24 hours, otherwise within 36 hours.

Please note we do not offer any form of telephonic or voice-based support, and all support is on a first-come-first-supported basis.

Extent of our support

There is a fine line between what is considered technical support & design support. We will try help you with any type of query (technical or design) but we can't provide help in terms of design requirements. Technical support (how things work) will take priority over design support (how things look).

The scope of our support includes the following:

Technical support. Related to how things work: sites, users, skins, sitemaps, configs, pages, posts, photos, images, files, caching, hosting & the general content-management functionality.

Domain support. Domain registration, renewal, transfer, availability, hosting, whois & basic DNS support for domains managed by thisarmy, and domains managed elsewhere but utilised on a Service offered by thisarmy.

Billing support. Upgrading, activating, cancelling, updating or managing payment information, assigning or reassigning ownership of sites, invoicing, refunds & other billing issues.

Our support DOES NOT extend to:

Content support. Related to what things are on a site: text, images, graphics, files & the general content-management aspect of a site, i.e. getting things to 'onto a site' and/or 'updating a site'.

Design support. Related to how things look on a site: sites, logos, graphics, palettes, shadows, fonts, typography, code & the general design-management functionality, i.e. getting things to 'look right'.

HTML & CSS support. If you are requesting design support which requires a couple lines of code we'll be glad to assist you where possible. Anything outside this scope cannot be supported.

SEO support. SEO is detailed extensively in knowledge base articles & serves as our support in this regard.

3rd party support. While it is easy to integrate with 3rd party services like Mailchimp, Vimeo, Soundcloud, Twitter, Facebook, Typekit & Google Apps/Adwords/Adsense/Analytics/Fonts/etc we don't offer support for these services as they offer their own support which should be seen as the first port of call of related queries.

Enquiries

If anyone has any questions or concerns arising from this Support Policy or the way in which thisarmy handles support queries, please contact support@withtank.com.

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