The defined terms in this Policy have the same meaning as in our General Terms & Conditions, which You should read together with this Policy. By accessing our Website, and/or using Neto and ZELLIS services, You consent to the terms of this Policy and agree to be bound by it.
Round the clock support services
ZELLIS is proud to be the only provider of round-the-clock merchant support for the Neto ecommerce platform in the world. We offer this convenience because we understand your website is open for business 24/7 and issues can arise at any time. We also recognise and celebrate the fact that many online retailers work irregular hours, and so we want to ensure you have relevant and effective support available when you need it.
Our primary aim is to empower you with the right knowledge so you can better manage and run your retail empire. Our support service is there to troubleshoot & resolve, to train & remind, but not to run your business for you. Please don’t expect our support staff to undertake changes for you. Where you would like hand-on assistance, you might consider our Merchant Services option.
Occasionally our Support Service may be temporarily unavailable. We’ll do our best to provide advance notice when this is to occur. You can still submit support requests via email during those periods, and we’ll respond as soon as we’re back.
Contacting ZELLIS Connect Support
ZELLIS Connect support can be contacted by any of these methods:
- Live Chat via the website
- Email to email@example.com
- Phone: 1300 935 547
You are welcome to contact us as often as you need, but some restrictions may apply when your contact time within any given month exceeds 4 hours. Of course where there is a fair reason for extended contact time, we are here to support you.
Chat response time may be longer than usual where support staff are occupied on other support chats. Emails will be attended to as quickly as possible depending on fluctuating support demand, usually within an hour or two. Phone support may not be available continuously and may be termporarily unavailable in periods of peak demand. We recommend chat or email as the most efficient way of contact us.
Are we repeating ourselves?
You are entitled to elementary user training on our platform which covers everything you’ll need to know to operate your website with confidence, but some more technical topics including integration with eBay, developer guidance and template editing are excluded. Each of these require specialist developer knowledge and we do not recommend you attempt these tasks yourself unless you are an experienced web developer. Full developer documentation is available publicly for your reference and guidance should you have this experience and wish to make development changes yourself. Just ask.
Except as agreed beforehand (please ask), where we are asked to deliver training on the same topic more than twice, we reserve the right to refuse this as part of the support included in your ZELLIS Connect Plan and may refer you to one of our Consultants for a more in-depth session at extra cost.
We encourage you to make good use of the extensive and easy-to-follow documentation Neto offers online at www.netohq.com/support including online training courses, tutorials, videos, webinars, and community boards. We will often refer you to the relevant documentation so you know where to look if you forget something we’ve told you.
Need an extra pair of hands?
Where you need hands-on assistance making changes to your website, modifying data, editing images or creating artwork for banners or marketing campaigns, our Merchant Services team is ready and waiting to assist. See here for more details or ask our Support team any time.
Free website design tweaks
ZELLIS Connect comes with a generous allowance for minor design tweaks to be made each month. The monthly allowance is specified on our Pricing page and unused benefits cannot be rolled over. Here are some examples of what you can request within your plan limit:
- Creating and loading a new banner for the homepage
- Navigation menu changes
- Modifying homepage elements
- Modifying webpage content
- Adding some editable text to the website
- Changing your website logo
- Customising printable documents (eg: Tax Invoice, Delivery Docket)
- Customising automated system emails
- Creating templated system emails
- Adding webpages
- Adding a mouseover, popup or form
The following are excluded from the courtesy design tweaks:
- Changes to the website design width
- Data creation restructuring, migration or optimisation
- Marketplace integrations and configuration
- Configuration of shipping for front-end rates or back-end label printing
- Product image editing, resizing or uploading
- Sales events, marketing or email campaigns
- SEO and advertising
All requested tweaks will be quoted first to be approved by you. Where the value exceeds your monthly allowance, the surplus will be invoiced and must be paid in full before implementation commences.
Treat us nicely, and we’ll always have your back
We understand that your business is precious to you, and that you might be more stressed than usual when something isn’t as expected. Our team work hard on troubleshooting efficiently and keeping up with tricks and tips that can make your job easier. We’ll always treat you with respect and courtesy, and expect you to treat us the same way. Our staff are sincere and well-meaning. If the support person you are communicating with doesn’t have the answer on the spot, it will be their immediate priority to get the right information from others within our team who might be more experienced in that issue. Please be patient.
Where an issue needs to be escalated to Neto for investigation or a more technical solution, we will endeavour to keep you informed of the progress of that escalation, and will maintain dialogue with Neto to ensure it is attended to as quickly as possible. As an Authorised Neto Reseller and Gold Certified Partner, Neto do provide us with excellent support, but occasionally the issue might require the input of somebody who is not readily available. Be assured that we won’t rest till we know the issue has been sorted.
Our staff have a right to a safe and positive working environment. We have zero tolerance for bullying and harassment and reserve the right to deny services or access to systems in the event of abuse of our staff.
Getting the right match
ZELLIS reserves the right to deny subscription to our ZELLIS Connect Plans where we believe your business would not be well served thereby, or is not a good fit for our core competencies and capabilities to assist you in running a successful business.
This policy may be updated from time to time
ZELLIS reserves the right to change this Policy at any time, and any amended Policy is effective upon posting to this Website. We will make every effort to communicate any significant changes to You via email. Your continued use of the Service will be deemed acceptance of any amended Policy.