When you buy a product or service from Laser Shark, you're entitled to a certain level of support. This covers everything to do with making sure your service works as intended and does the job we've advertised it for—things like making sure your server boots up correctly, ships with the OS you were expecting, and stays online (unless we're having an outage). It also covers making sure domain names are registered and keeping their DNS running (if it's hosted with us) and your WHOIS information accurate.
Sometimes, you might need help beyond this basic level. Some support staff are happy to provide it, but you won't always be able to count on getting extra help. As per our terms, we're not obliged to go above and beyond this basic level as part of your standard service. So that's why we created the aptly named Above & Beyond.
If you ask us for help with something that's outside our basic support remit, we'll ask if you want to take the issue Above & Beyond. This means that we'll help you with your issue, but we will charge a small fee for doing so. This could include things like having us set up your DNS records to point at your website, or setting up your server for a certain configuration. These aren't covered by basic support, so we'll quote you an Above & Beyond price to do it for you. If you choose to take it, we'll do what we can to help. You'll be charged automatically for the extra support. If not, we can point you to some documentation that might be able to help you, but we won't be able to do it for you.
If you choose to pay for an Above & Beyond service, your support query might take a little longer to resolve while we carry out the task for you. Also, your case might be handled by multiple members of our support team instead of your usual account manager, so that we can make sure you have the best person for the job.
We created Above & Beyond so that you could get support with the things that matter most to you. We have to keep our support resources fair for everyone, so we can't devote all our time to fixing issues outside our remit. We thought that this would be fairer than a premium support scheme; you might not think you need a premium level of service until there's just that one little thing that you need extra help with. So, we hope that Above & Beyond is a fair compromise between the two. We'll still have time to answer all basic support queries, and if you want to hire us for something more advanced, the option is available.
Above & Beyond prices are subject to change, but the price you're quoted for each task will always be the price you are charged. Please ask us for more information if you need it.