This section serves as a guide for 4s.io community members to better understand the support services provided by 4s.io. The document is limited in scope in that it sets official policy for providing help through the Technical Support Department. Because 4s.io is very service minded there are other avenues by which service is provided, e.g., Support Team members eagerly help users even in the evenings and process abuse and copyright reports on weekends.
By setting down these policies and channeling requests for help through the Technical Support Department we hope to provide better service, have an accurate profile of user needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.
This section might change over time as circumstances warrant and therefore it is a work in progress. The Service Level Agreement was prepared by Technical Support Team and reviewed by 4s.io Quality Assurance Department. Questions and comments are welcome. Please contact the Director of Technical Support Department or members Support Team.
Who Is Covered Under This Agreement
This agreement is intended to cover all 4s.io community members, including:
- Premium users
- Non-premium Registered users
- Non-registered users
Methods of Contact
The Support Team acts as a central point of contact for all relevant technical support issues concerning 4s.io, including virtual drive questions and consulting, abuse reports, copyright infringement reports, call requests, and troubleshooting. Users may submit requests online
or by calling +1 (781) 583-1451
. Please note that due to time lag phone support may not be immediately available at all times.
Hours of Operation
4s.io will be available 99,9% of the time 24x7
Assistance will normally be available from 12:00 - 21:00 GMT/UTC Monday through Friday, except official public holidays in Ukraine.
Other requests can be submitted on-line
. On business days* we will usually respond within 24 hours. In case a request is submitted on weekend, we will respond next Monday as soon as possible.
*Business days: Monday till Friday, except official public holidays in Ukraine
Responsibilities of Those Making a Request
Before contacting the Technical Support users should explore Quick Tour
When answers to their questions cannot be found in Quick Tour
, then the users should contact the Technical Support Team through one of the methods described above.
In contacting the Technical Support Team provide the following information:
- Contact information (first and last name, e-mail, phone number)
- Your 4s.io account log-in
- A clear and specific description of the problem or request, including information regarding any error messages you may have received and links to the files involved.