Terms of use

What this site is

ghlcustomercare.com is the public face of GHL Customer Care, a support desk that answers on behalf of the brands it works with. The site exists to explain what the desk covers, to tell you how to reach it, and to publish write-ups of problems that come in more than once.

Using this site means reading it and emailing the desk. There is nothing to sign up for, nothing to buy here, and no account to create. Browsing these pages does not by itself create any agreement between you and this desk.

Who your contract is with

This is the most useful thing on the page, so it goes near the top. Your commercial relationship, what you bought, what it costs, what service levels apply, how refunds and cancellations work, is with the brand you bought from. Support is arranged and paid for by that brand, which is why this desk answers you and why it will never ask you for a card.

Where anything in these terms appears to conflict with the agreement you hold with that brand, in respect of the service you pay for, that agreement takes precedence. These terms cover this website and the way requests are handled here.

No governing law or jurisdiction is stated on this page, deliberately. Inventing one would tell you nothing useful: the agreement that actually governs your service is the one you signed with the brand you bought from, and it says which law applies.

Using this site

You may read, print and share anything on this site, and link to any page on it. Please do not:

• attempt to break into, overload, probe or disrupt this site or the systems behind it,
• scrape it at a rate that degrades it for other people,
• republish the notes as your own work, or strip the attribution from them,
• use anything here to hold yourself out as this desk, or as a brand it supports.

The wording, layout and design of this site belong to GHL Customer Care. Quoting a paragraph with a link back is welcome, and needs no permission.

Support requests

Email support@ghlcustomercare.com and your message becomes a tracked request as it arrives. The desk works Monday to Friday, 9am to 6pm. The first human reply comes within one business day, and in working hours it is normally a good deal sooner. Something that is completely down is picked up ahead of things that are inconvenient but working.

Those are the desk's working commitments, and they are met in the ordinary course. They are not a contractual service level agreement unless your agreement with the brand you bought from says so, in which case that document is the one that counts.

The line between support and new work is drawn like this, and it is drawn the same way for everybody:

• Support is something that used to work and has stopped, something that is behaving incorrectly, or something already paid for that has not been delivered. No extra charge, because it is already covered.
• New work is something new to be built, added or materially changed. The desk will scope it and come back with what it involves and what it costs before anybody starts. Nothing chargeable ever begins without you agreeing to it first.

Some things fall outside what the desk can safely touch, usually a system nobody here has the access or the knowledge to change responsibly. In that case you get told quickly and honestly, along with a pointer to who can help where one exists.

Access and credentials

Some requests need access to your systems. When you grant it, you confirm that you are entitled to grant it, and that doing so does not breach an agreement you have with somebody else.

In return, the desk asks for the narrowest access that does the job, uses it only for the request it was granted for, says what it intends to change before changing it, and tells you what it touched afterwards. When a piece of work is finished you are free to revoke the access, and you are encouraged to.

Never send passwords in plain email. If credentials are genuinely needed, say so and the reply will propose a safer route. Credentials are never posted back to you over email either.

What you send the desk

Everything you send stays yours. Sending it gives the desk permission to store it, open it and use it for the purpose of working on your request, and for nothing else. Nothing you send is published, quoted in a note or used as an example without your express agreement.

Please only send material you have the right to share. If an attachment contains somebody else's personal information, send the smallest amount that makes the fault reproducible. How information is stored, for how long, and who can see it, is set out in the privacy notice.

Backups remain your responsibility. The desk takes care with your data and will say before doing anything destructive, but it is not your backup service and cannot restore what was never backed up.

The notes and guides

The notes on this site are general explanations of problems that arrive repeatedly. They are written carefully and kept accurate, but they describe the usual case, not your case.

Systems differ, and a step that is harmless on one setup can be disruptive on another. If a note tells you to change a DNS record, a permission or an automation, and you are not certain of the effect, ask the desk first. Doing that costs you one email and costs nothing else. Acting on general guidance without checking is at your own risk.

Availability and accuracy

This site is provided as it is. It may be unavailable during maintenance or because something upstream has failed, and no uptime is promised for the website itself. Support commitments are about the desk, not about these pages.

Where a page links to another organisation, that link is a convenience and not an endorsement. What happens on the other side of it is outside this desk's control.

Where responsibility sits

Nothing on this page attempts to exclude liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud. Anybody who tells you otherwise has drafted badly.

Beyond that, in plain terms:

• Responsibility for the service you pay for, and any limits on it, is governed by your agreement with the brand you bought from.
• This desk does not accept responsibility for loss arising from you acting on general information published on this site without checking it against your own setup.
• Where work is carried out on your systems and something goes wrong because of it, tell the desk. It gets put right, and what happened gets explained. That is the practice, and it is not conditional on you quoting a clause.

Trademarks

GoHighLevel is a trademark of its owner. GHL Customer Care supports customers on behalf of the brands it works with and is not affiliated with, endorsed by or acting for that trademark holder. Other product and company names mentioned on this site belong to their respective owners, and are used only to say accurately what a thing is.

Changes and contact

These terms may be updated. When they are, the date at the top of the page changes, and the version on the site at the time is the version that applies. Material changes to how requests are handled get explained on the thread, not buried here.

Questions about this page go to info@ghlcustomercare.com. Anything that is actually broken goes to support@ghlcustomercare.com, where it reaches a person faster.