WiseInternet Error Policy
WiseHelp Centre: General support
WiseInternet Definition of an Error
WiseInternet define an error as a situation occurring where a user is presented with a page in their browser that displays an application error or page not found error. When this occurs the user cannot proceed with their use of the website or application. These errors are usually related to a problem with the application and/or database and will require an internet developer to resolve the issue.
WiseInternet Website and Online Application Error Policy
It is the general policy of WiseInternet that any errors occurring on a website or online application developed by WiseInternet that are directly related to WiseInternet’s work will be fixed at no extra charge. This policy only applies to websites or online applications hosted by WiseInternet.
Reporting Errors
Errors should be reported directly to WiseInternet by emailing support@wiseinternet.com.au and should include the following information:
- URL of page where error occurred
e.g. http://www.yourdomain.com/Default.aspx
- Description of error – if possible paste the message into the email
- Description of the function you were trying to complete
e.g. “Updating my contact details.”)
- Your contact details
e.g. include your name and phone number/s
Situations where Fixing Errors Will Incur Costs
Where a website or application has been released to a client, another development company or other third party and modifications are implemented by anyone other than WiseInternet staff then all errors are regarded as new work. In these situations WiseInternet will quote a cost for fixing the error and when the quote is paid WiseInternet staff will complete the required work.
Functional Anomalies
Sometimes we are presented with a situation where a client or user believes that a website or online application that WiseInternet has developed is not performing functions as they expect. If the browser does not display an error message or page not found then this is not regarded as an error and a quote will be formed to modify this functionality.
Where an anomaly occurs within 45 days of the completion of development and it is determined that the functionality is different to the agreed specification at the start of the job then WiseInternet will (at WiseInternet’s discretion) generally modify the website or application to meet the original specification.