This English version is provided for convenience. In case of any discrepancy, the Turkish version prevails.
We ensure this continuity with our regular technical support team between 09:00 and 18:00 Turkey time (GMT+3) on weekdays and weekends, and with on-call technical support staff outside these hours. Our technical support service is provided within the framework of certain processes and conditions. These processes and conditions are as follows.
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 are required to provide technical support to their own customers. If a customer of one of our reseller hosting customers contacts our company through any channel to receive technical support, we will inform both that person and our reseller hosting customer about from whom and how they can receive technical support. Support tickets for technical support can be submitted through our website only by the reseller hosting customer, and only such tickets will be considered by us.
Technical support is not provided for software problems on our customers' websites. The decision to provide such technical support is at the discretion of the technical support specialists on duty during working hours who are handling the support ticket. Only a few minor character errors in the software (such as a missing ;) and syntax errors may be fixed within this scope.
Widely used CMS platforms such as WordPress may be installed by our company, but theme installation, plugin installation and related settings are the responsibility of our customers. If the customer is unable to install these due to system requirements or limits, the issue can be reviewed and a solution can be provided.
Setting up email accounts on computers, tablets and mobile phones is the responsibility of our customers. Our technical support team is obliged to provide the customer with the correct settings and an article explaining how to complete the setup. Further assistance may be provided at our discretion.
Virtual and Physical Server Services
For VPS, VDS, cloud and physical server services, the scope of technical support covers setting up the service, migrating any websites to be transferred and configuring the server with optimal settings before delivery. Administrative technical support is not provided after delivery. Services, software, custom configurations and add-ons on the server are the responsibility of our customers. If server management is to be performed by our technical support team, an SLA service must be purchased or one of our managed services must be chosen. The decision to provide technical support for server services is at the discretion of the technical support specialists on duty during working hours who are handling the support ticket.
Other Terms and Information
When correspondence on a technical support ticket is difficult to understand, the Oweb technical support team may, where necessary, contact the customer by phone in order to communicate more effectively, within the scope of KVKK (Turkish Personal Data Protection Law No. 6698).
In cases such as insults or profanity via a support ticket or phone, the Oweb technical support team reserves the right to end the support ticket or phone call and to permanently stop providing support services thereafter.
