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ASSET Website Management, Service & Support Programs

“To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity." -- Donald A. Adams.

Footnote:  At TowerOS, we believe honesty, courtesy and trust are essential as well.

Our most recent customer service survey returned an astounding 98.6% satisfaction rating!  All questions had 5 possible answers ranging from 'very poor' (1) to 'Excellent' (5).  Our final score average was 4.93 (98.6%) which shows that we are absolutely committed to providing exceptional service and support, and high quality results at all times.

Tower Online Solutions is one of the few companies that is eager to provide effective, affordable website management and support services ... services that include everything from setting up an email account to full-scale E-Commerce Administration support and online business consulting.

By adopting one of our Asset Support Programs, you get:

• an easy way to keep your website and online store up-to-date at all times,
• a dedicated support rep to handle whatever needs you have,
• a knowledgeable resource to ask 'how to' questions or discuss techniques and strategies, and
• one of the most dedicated service and support resources available ... all at superb, economical rates.

NOTE: Our ASSET Support Programs are available to everyone and do not require hosting on TowerOS servers!

The ASSET Website Management and Support Programs reflects a team effort between TowerOS and you as our client.  In short, you simply tell us what you want done and we'll take care of it according to your instructions.

We will also collaborate on strategies, techniques and 'what if' scenarios that are specific to your company and market, thus helping you establish a game plan and direction for your business and strengthening your online system's ability to prosper and add value to your company's bottom line.

All programs feature the following:

• Full telephone support,

• Interactive pc-to-pc support and training (via BLive),

• General Consultations (advise, guidance, planning assistance, etc.), and

• Complete website updating services.

• Itemized, Monthly Support Activity Reports

And when we say "complete" updating services, we mean just about everything…

• General website technical support

• Add, modify or delete web pages and respective hyperlinks

• Add or modify website design themes and page layouts

• Add, modify or delete EMail accounts + help users setup their email programs

• Specialty program assistance (CGI and PHP script installation, for example)

• General eCommerce help

• ProStores Administration help (if used)

• Add or modify online products and/or services (if used)

• Add or modify ProStores designs and page layouts

• Business, Marketing and Website Planning assistance

• TowerOS EMail Alerts ... highly selective advisories informing you of news and articles available online that pertain to trends and tips that are relevant to the online market and/or small business.  E-Commerce customers also receive alerts regarding E-Commerce trends, customer behaviors and many other related topics.

That's a very broad list of services, and the benefits are equally impressive:

• Personal, 1-on-1 assistance whenever you have questions, need assistance or require updates to your website.

• Each program can easily minimize personal or in-house staff demands, training and 3rd party outsourcing hassles

• You gain the assurance and security of knowing that all updates will be done quickly and professionally (and usually in a fraction of the time required by in-house staff)

• All programs allow you to accumulate support credits, so months requiring little or no support will have their unused time 'banked' for future use. (Talk about cost control!)

• All programs provide significant savings over our "Per Incident" support rate of $42.50/half hour.

The only difference between each ASSET Support Program is the number of support hours provided each month (e.g., "Coverage"), the maximum Rollover Credits allowed, and the hourly rate for Supplemental support services provided when your Coverage base and Rollover Credits have been exhausted:

Needless to say, these programs are extremely valuable.  They can literally save you an enormous amount of time, money and hassles, especially if you ever need professional assistance for more than just a few hours. Even companies with trained, in-house staff benefit from our Programs because time and staff availability are rarely certain, which in turn impacts the quality, relevancy and effectiveness of your entire website. 

All Programs provide optimum efficiency, convenience and economy, so the choosing the right Program is a matter of estimating how much support and/or assistance your company will need over a period of time.  There are several factors to consider in deriving an estimate:

• Average number of Web page updates expected each month
• Frequency of new web pages added to your website
• Frequency of general assistance or consultation calls to request suggestions or advice, or discuss strategies, procedures, techniques, ideas, and so on)
• Frequency and scope of online store administration assistance you will need from TowerOS

If you have a TowerOS Identity or eCommerce website solution, this chart will show you which programs our clients usually select:

TowerOS Program Name:	Identity	Basic EC	Advanced EC	Enterprise EC
ProStores Edition:	None	Standard	Advanced	Enterprise
ASSET-1: [1 hr]			Optional	Optional
ASSET-2: [2 hr]	If Needed
ASSET-4: [4 hr]	If Needed	If Needed

Naturally, we want you to have the program that best fits your needs and budget, so if you are unsure, Give Us A Call and we will be happy to give you an unbiased recommendation based on various factors that are specific to your company.  Otherwise, activate your ASSET Support Program today!

Note: An ASSET Support Program is not required to obtain our professional support services, although each offers substantial savings over our 'Per Incident' option.  To use our Per Incident support option, please contact us anytime (or use our Support Request Form) so we may discuss your needs and requirements and provide an estimate.

All TowerOS website hosting and ProStores eCommerce clients receive free, unlimited e-mail support. Simply send your questions to Support@TowerOS.com and we will respond as quickly as possible - usually within 24 hours.

Please note: email-only support is a Q&A service only unless a server or program-based issue arises.  Requests that require site changes or updates by our staff is considered 'hands on' support and billed accordingly at our standard rate. To ensure you get high quality support, low prices and maximum peace of mind, we highly recommend selecting one of the ASSET Support Programs.

• Tower Online Solutions will provide routine website and ProStores support to clients who are not using TowerOS hosting services. A website review will be required prior to acceptance.

• Support requests that are not covered by an ASSET Support Program will be billed at our standard 'Per Incident' rate of $42.50 per half-hour (1 hour minimum) unless other arrangements are made, granted or otherwise offered by Tower Online Solutions.  A 50% down payment may be required.

• ASSET Support Programs require a signed agreement form on file at our office [click to download PDF]. Options to return the form are provided on the form.

• Each ASSET Support Program requires a 3-month minimum term. Program upgrades or downgrades can be made at any time.

• On unique occasions to be determined by TowerOS, support service may be outsourced to achieve optimum results and/or faster completion times. Costs for outsourcing will be managed and paid for by TowerOS. At the discretion of TowerOS, support time may be adjusted to accommodate the respective fees, or entirely (or partially) absorbed by TowerOS.

• ASSET Support Program coverage will be due at the same time as your website hosting fees (if applicable). For clients who do not host their website with TowerOS, coverage will be due at the time of registration and by the 25th of each month thereafter (including the current month).

• Supplemental Support invoices, when required, will be issued on the 5th of each month and will not be auto-billed for reasons of customer convenience. All invoices are payable upon receipt.

• TowerOS may, at its discretion, accept or decline service requests based on its definition or interpretation of “acceptable service.” This includes requests that may not be technically possible or feasible or are otherwise questionable due to potential security issues or a possible breech of acceptable use policies, standards and/or practices.

• Normal support hours are 8a.m. to 6p.m. CDT/CST M-F. After hours and weekend coverage and consultations are also available.

All statements above are subject to change.