AdraNom offers its technical support service 24 hours a day, 7 days a week, 365 days a year, in the context of the necessity and continuity of the services offered. We provide this continuity with the normal technical support team between 09:00 and 18:00 on weekdays and on weekends according to Turkey time (GMT+3), and with the technical support staff on duty outside these hours. The technical support service we have provided is provided within the framework of certain processes and conditions. These processes and conditions are as follows.
Virtual and Physical Server Services
Technical support coverage on VPS, VDS, cloud and physical server services; installation of the service, moving the sites to be moved, if any, and making the optimum settings of the server before delivery. Administrative technical support is not provided to the process after its delivery. Services, software, special configurations and add-ons in the server are the responsibility of our customers. If the server management process will be done by our technical support team, SLA service should be purchased or one of our management supported services should be preferred. The decision to provide technical support on server services is at the discretion of our technical support specialists, who are currently working hours and look at the support ticket.
Shared Services (Web Hosting and Reseller Hosting Types)
Technical support is not provided to the customers of our reseller hosting customers, our reseller hosting customers have to provide technical support to their customers. If the customer of our reseller hosting customer communicates with our company through any channel to get technical support, we inform him and our reseller hosting customer about who and how he can get technical support service. Support tickets for technical support through our website can only be sent by the reseller hosting customer and are taken into account by us.
If the sites of the customers under the reseller hosting service are inaccessible for any reason, the customer of the reseller hosting customer states that he cannot contact our company with the reseller hosting owner; Considering the reputation of the company in the sector it is in, AdraNom follows various methods in order not to damage the brand awareness, to avoid any negative impressions and at the same time to ensure that the customer of our reseller hosting customer is not victimized.
Our company is in an intermediary position at this point. Reseller hosting mediates between our client and their client in finding a common solution.
Technical support is not provided for software problems on our customers' websites. The decision to provide this technical support is at the discretion of our technical support specialists, who are within working hours and looking at the support ticket. Only a few character errors (like;) and syntax errors on the software can be fixed within this framework.
WordPress etc. The installation of frequently used CMS systems can be done by our company, but theme installation, plugin installation and related settings are the responsibility of our customers. If our customer cannot load them due to system requirements or limits, a solution can be found by examining them.
It is the responsibility of our customers to set up e-mail accounts on computers, tablets and mobile phones. Our technical support team is obliged to forward the article to our customer on the correct settings for this installation and how to do it. It can be helped by taking the initiative.
Other Terms and Information
AdraNom technical support team can contact our customer over the phone in order to establish a healthier communication, if necessary, within the scope of KVKK, when the correspondence on the technical support ticket is difficult to understand.
AdraNom technical support team, support ticket or over the phone insults, profanity, etc. has the right to terminate the support ticket or phone call in such cases and not to offer the support service permanently in the next process.