Basic Support
Question
What is the definition of "Basic Support" as included with my license?
Answer
Basic Support covers reasonable use of the online ticket support system to request assistance with using the features of Movable Type in the manner for which they were designed.
Basic Support does not cover items such as the following:
- Logging into your installation or hosting account to perform standard user functions
- Server configuration or set-up
- Installation of required or optional modules
- Step-by-step assistance with installations/upgrades1 or migrations to a new server/host
- Third-party plugins, any of the Power Tools2, or the projects at Six Apart Code.
- Custom template code, CSS, or site design issues
- Direct contact with your hosting provider, consultant, or other third parties
- Assistance with "hacks", plugin development, or other unsupported modifications to the software
- Support by telephone, email3, or instant messenger
If you request assistance with an issue which is not covered by Basic Support, our staff will advise you of this and attempt to offer a more appropriate resource if applicable.
1 See Installation And Upgrade Services for more information on these advanced support options.
2 Power Tools are made available by our Professional Network. If you need assistance with any of these Tools, consider joining the network and posting your query on the ProNet Mailing List.
3 However, automated email notifications of staff ticket responses are sent to the email address on your account as a convenience. Please see Support Ticket Guidelines for more information regarding these automated notifications.
