Support staff access

In addition to our general terms & policies and web support services T&C’s, these T&C’s apply specifically to this service.

This Policy amends the Agreement between Metric International, Inc., our partners, service providers, sub-contractors or affiliates (hereinafter: “Metric International”, “Agency”, “us”, “we”, “our”) and Customer (hereinafter: “Customer”, “Client”, “user”, “you”, “yours”) and describes, but is not limited to, certain restrictions, conditions, rights, prohibitions, related to your use of the Services. The examples described in this Policy are not exhaustive. We may modify this Policy at any time by posting a revised version on our website. By using the Services or accessing the Metric International, Inc. website, you agree to the latest version of this Policy. Any violation of the Policy or if you authorize or help others to do so, shall be deemed a breach of the Agreement, and we may suspend or terminate your use of the Services.

By purchasing any Service(s) from Metric International, you declare that you have read, understood and agree to be bound by this Policy. It is essential that you read this Policy prior to purchasing any Service(s) from Metric International. 

By accessing or using any part of the Website, you agree to be bound by the terms & conditions of this agreement. Should you decide to not agree to any or all and without modification of the operating rules, policies, disclaimers and terms & conditions of this agreement, then you may not access the Website or use any services. The content of this Website is protected by applicable copyright and trademark law and cannot be used, reproduced, shared or copied without explicit and written consent from us.

Service Description

In order to help you, Metric International’s support team may ask for access to your site. This access is intended for us to check what is happening inside your site and give you solutions based on what we are seeing.

What our Support team may do with your site

Unless you give us specific instructions, in your support ticket, Metric International’s support team may only look at your site and not make any changes. Even if we see something that we are certain is wrong, we will not change it before we explain to you and receive your permission.

When you give us permission to make changes, please take into account that these changes may have unexpected results. Therefore, it is extremely important to back-up your site before our support starts working on it. Back-up should include the database and the file system.

Confidentiality of your credentials and content

Metric International’s support team will never pass your login details or any content or setup found in your site to anyone else. If we find a problem in your site, which we can only reproduce on your site, we may ask your permission to make a copy and use for development and debug purposes. The extent of this work is only to troubleshoot the problem that you have reported. Once we are done with this, we will no longer use your site’s data for other work.

Under no circumstances will we expose any of your site’s data or share it with anyone else. We will treat your site as we treat our own sites.

Providing temporary login details

When we request a login to your site, please don’t share with us your administrator account. Take a minute to create a new administrator account for Metric International’s support and share with us this login. When we finish troubleshooting your account, please delete the account that you have created for us.

Using Staging Sites

Whenever possible, we prefer to work on staging sites and not on your production site. We understand that this is not always possible.

How to Pass Private Information

Metric International’s support forum only works with private support tickets. Their content does not appear in search engines and is not viewable by anyone else. Please do not send access details or any other confidential information by email or other means than our support ticket system.

Questions? Concerns?

Remember that when Metric International’s support team asks for access to your site, it is only in order to troubleshoot issues that you are seeing. If you are not sure, take your time and ask the support agent. To escalate privacy issues to our management, please use our general contact form.