Please don’t hesitate to contact our support team with any questions or issues. We’re dedicated to supporting your business’s success with MediaBee’s solutions. However, this article outlines the appropriate instances to contact MediaBee for support and clarifies our policy on complimentary and billable services across various types of issues. Understanding these guidelines will help you effectively utilise our digital solutions.
MediaBee as Your Digital Solutions Partner
Understanding MediaBee's Role and Support.
Mediabee serves as a comprehensive facilitator to empower your businesses with a comprehensive suite of digital tools and services by us and our partners. MediaBee partners with leading technology providers to offer a comprehensive suite of hosted digital solutions. We empower businesses by delivering integrated tools for website management, eCommerce, sales funnels, email automation, marketing, and many more. Our flagship platform, powered by partners like GetWings, provides a reliable foundation for digital operations, and we integrate seamlessly with additional applications for advanced functionality.
To enhance your digital presence, we facilitate seamlessly with a range of services/applications. Our services extends across a wide array of digital services, including but not limited to:
- GetWings – foundational services for websites, webshops, sales funnels, email automation, etc
- Advanced Scheduling – tools for streamlined appointment and event management
- Mobile Applications (Android/iOS) – support for mobile solutions to reach your audience
- Learning Management Systems (LMS) – to enhance online education and training
- Social Media Marketing – solutions to manage and optimize social presence and Ads
- SEO - Search Engine Optimisation
This list is a glimpse into the many applications we facilitate. MediaBee is committed to providing tailored solutions to suit each client's specific needs. While not every service is listed here, we ensure our company's diversity and adaptability to support your business growth.
When to Contact MediaBee Support?
As a facilitator of these (mostly hosted) solutions, we partner with various service providers to offer a comprehensive suite of digital services. While we strive to provide seamless support for the platform we are facilitating, certain issues may arise that are beyond our direct control. However, We’re here to assist with a range of support inquiries, including:
Platform-related Issues: For any bugs, errors, or technical issues arising directly within the GetWings platform or any other partner applications, please reach out to us. We will collaborate closely with the platform providers to resolve such issues promptly.
Configuration Assistance: If you require assistance with configuration or setup, our team can help ensure all settings align with recommended practices.
General Enquiries: For questions about functionality, available features, and third-party integrations, we’re here to clarify and provide guidance.
Feedback and Suggestions: We welcome feedback to help improve our/our partner offerings and are glad to discuss enhancements to better serve your needs.
Chargeable vs. Non-Chargeable Support
To provide the most efficient and seamless support, we prioritize issues stemming directly from the platform. However, some instances may incur support fees based on the nature of the problem.
Non-Chargeable Support:
We address the following without additional cost:
System Bugs and Glitches: Issues that arise from platform-related bugs, server malfunctions, or software errors within our/our partner applications.
Configuration Errors (on our end): Problems due to misconfiguration within the platform or software settings that we manage.
Chargeable Support:
Fees may apply in these scenarios:
User Mismanagement or Incorrect Settings: If an issue is traced to user-configured settings or changes leading to the problem, we may charge for the time spent diagnosing and correcting these issues.
Conflicts with Third-party Services: For issues arising from conflicts with third-party services (e.g., payment gateways, email providers), we may charge for additional support time to coordinate with these providers to troubleshoot and resolve the issue.
Client-side Issues: Issues specific to client business/sites, devices, network connections, or browser configurations may require additional support time, which could incur fees.
Our User/End User Error: If issues arise due to misunderstanding or misusing the platform’s functionalities, we may charge for the support time needed to guide users through correct procedures.
Recommended Steps Before Contacting Support
To ensure an efficient support experience and minimize potential charges, we recommend taking these steps:
Thoroughly Test the Platform: Confirm that the issue isn’t specific to a particular device, browser, or network condition.
Review Recent Changes: Check for any recent modifications to your settings, configurations, or integrations that may have impacted functionality.
Consult Documentation: Our knowledge base and documentation may offer solutions to common issues.
Taking these steps helps us identify and resolve issues quickly, avoiding additional charges related to preventable issues.
Commitment to Excellence
We remain committed to delivering prompt, effective support to resolve any platform-related issues and improve your experience with our services. We value our partnership with you and are here to assist with any inquiries or challenges.
If, after reviewing this information, you believe your issue requires our support, please proceed to create a support ticket. When submitting your ticket, indicate the priority level to help us assess the urgency accurately.