What is Springnest's Support Policy?

‎✔ We assist you in getting the most from Springnest's features and functionality

‎✔ We assist you in familiarising yourself with Springnest's new features and updates

‎✔ We guide you in how to best present your business and brand on your website

✘ We do not manage your website on your behalf

✘ We do not offer marketing services or strategic business advice

Which support services are included in Springnest's subscription?

‎✔ Product and website support

  • Guidance on how to best use Springnest's features
  • Guidance and advice on choosing the correct features and page types for specific tasks and goals
  • Assistance with restructuring your website in the case of new products, services or expansion of your business
  • Assistance and guidance with integrating third party tools and apps

‎✔ Technical Support

  • Creation of new email accounts on domains hosted with Springnest, and associated with a Springnest website

‎✔ Domain Support

  • Registration of new domains for the purpose of hosting Springnest websites
  • Transfer of existing domains for the purpose of hosting Springnest websites

‎✔ Design Support

  • Assistance with updating your website's design settings and elements
  • Updating your website's design in the case of a rebranding

Which support services aren't included in Springnest's subscription?

✘ Product and website support

  • Management of your website's content on your behalf
  • Content writing or photography/video/virtual tour services
  • Search Engine Optimisation

✘ Technical and IT Support

  • Desktop support or assistance with your computer's software (antivirus, Internet settings, operating systems etc)
  • Assistance with your internet connectivity, wifi, or fibre

✘ Marketing Services

  • Creation or management of social media accounts and content
  • Paid advertising
  • Email marketing
  • Graphic design

Which support channels and resources are available?

Support Channels - how to reach us

Instant Messaging

Instant messaging is available within Springnest' admin, as well as in the Springnest help Centre. Conversations will be assigned to a relevant Springnest team member for assistance. Requests over instant messaging take priority and are usually responded to immediately during support hours.

Email

Support queries can be sent to Springnest's help desk at help@springnest.com

Telephone

Telephone support is available during support hours on a first come first serve basis. We are a distributed team, and use a digital switchboard system to delegate and answer calls. In the case of a team member not being available for telephone support, a voice message can be recorded which will be emailed to our help desk automatically.

Resources - where to find help and learn

Springnest Help Centre

The Help Centre is a comprehensive and up-to-date online guide to using Springnest's features.

Springnest Academy

Springnest Academy is an online learning hub with educational articles and advice, covering specific digital marketing topics.

Springnest Gurus

Gurus are Springnest-approved service providers, offering content, marketing and creative services not included in Springnest's subscription.