About this Support Policy
This Support Policy describes what support you can expect from us in regards to HostFiti Website Builder Service.
If you have questions about this Support Policy or do not agree with it, please Contact Us before using the platform. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from 1 October 2018.
By using any part of the platform or providing personal information to us, you consent to us processing it as set out in this Support Policy.
What Our Support Service Covers
We offer support for services related to the website builder platform and email access.
What Our Support Service Does Not Cover
Our platform is browser based i.e. it does not require any special type of software to access our services and due to that our support does not cover our services accessed through special types of software. Such type of software include Tor Browsers, Proxies, Unsupported Email Clients etc.
We may require you to disable Third Party products that are used to access our services before we are able to assist you.
Our general support hours are Monday to Friday, 09:00 to 16:00 (East African Time, or GMT+3), Saturday 09:00 to 12:00 (East African Time, or GMT+3). On Sundays we respond to only critical issues (this does not include support for editing website pages or making changes to a website’s layout). Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.
If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Form. We will respond to you as soon as possible.
Incorporation by reference
This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:
- Interpreting these Use Terms
- Support Service
- Passwords and Account Security
- Your Privacy
- Documents and Notices
The provisions incorporated into this Support Policy from the Terms must be read as being applicable to this Support Policy, to the extent doing so does not materially change their meaning. To the extent the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.