Technical Support Policy

Question: How do I get help with a website or marketing tool issue in Ontario that might be outside my platform support?

Answer: For issues related to your Marketing.Legal™ website platform, domain settings, approved analytics and tracking, supported chat or intake tools, or technical bugs caused by the platform, you can get support through your account so the team addresses it at no additional charge.  If the problem is from third-party software, an outside account, a personal device, or general IT needs, Marketing.Legal™ can’t make fixes and you’ll need the vendor or IT provider that owns that component.  If your request is outside the included scope, assistance may be available as a separate billable service depending on the situation, so call (800) 551-5751 to confirm what’s covered before you submit details.

When You Need Help:

The team at Marketing.Legal™ is committed to helping you make effective use of your web-app/site, marketing, and client-acquisition tools provided through our platform.  We work to keep your digital presence stable, professional, and properly supported within the services we provide.

From time to time, clients request assistance with unrelated third-party products, personal devices, outside accounts, or general technology issues.  While we understand that these issues can be frustrating, support must remain focused on the Marketing.Legal™ platform and the services included with your account.

Marketing.Legal™ cannot correct errors in third-party software, recover access to outside accounts, repair personal computers, configure printers, install operating system updates, troubleshoot unrelated email software, or provide general computer training.  These matters are best handled by the applicable provider, vendor, IT technician, or account administrator.

What Marketing.Legal™ Covers at No Charge:

We will address technical errors, configuration issues, and support matters directly related to the Marketing.Legal™ website platform at no additional charge, including:

• Configuring supported domain name settings for your website
• Installing or maintaining approved analytics and tracking tools
• Integrating purchased platform features, including supported chat or intake tools
• Resolving coding bugs or technical issues directly caused by the website platform
• Maintaining core website functionality included with your service package

Support Beyond the Platform:

Where a request falls outside the included platform support, we may still be able to assist as a separate billable service, subject to availability and the nature of the issue.  This may include extended training, third-party account assistance, outside software configuration, content entry beyond your service package, or technology support that is not directly caused by the Marketing.Legal™ platform.

This approach allows us to provide reliable support for the services we are responsible for, while ensuring that unrelated technology issues are directed to the proper source of assistance.