We will provide all our knowledge to resolve the issues relentless spend time or effort. When we cannot resolve the issue (unless caused by 3rd parties such as hosting/networking/3rd party extensions/site destruction because of virus/hacks or acts of God etc etc) within a reasonable amount of time we will provide you a coupon for future use of EA for no additional chages. This is a no cure no pay guarantee effectively!
*Our professional support staff are entitled to handle and/or refuse multiple issues in one single incident. This depends solidly on their technical observation on possible relations or occurrences forthcoming from the initial incident. Upgrades, Upgrade related FTP-uploads, etc are excluded from the incident counting. 3rd party extensions are excuded from the package. Hacked or crashed sites need to be restored through the GWS-Desk Restore Services which you will find here. Examples of non-EA covered issues are described here and you will need to purchase support hours for these kinds of events. Drop us a line if your are not sure about your coverage in EA?