Our Support Coverage
We are very pleased to assist you with any issues you might encounter with your Managed Hosting, Managed Email or Website Security package you have hosted with us! On top of that, we support your scripts installed through Softaculous! That's support over more than 200 scripts and systems.
Our experts are seasoned web design and development professionals with many years of experience in creating, hosting and maintaining websites and webapps! So please go ahead, ask us first :)
This document describes what is supported under your Managed Hosting Account. We go out of our way to help you wherever we can, but we do have to put limitations to our suppport coverage so that our Support Team has enough resources to handle all client requests.
Availability of Customer Support
Our Customer Support is available 24/7/365 through tickets or email. Livechat is available Mo-fr 9am-5pm CEST. Calculate to your timezone.
We offer full support on the following aspects of your hosting account with us:
- Network availability
- Hardware functionality
- Server software functionality and stability (PHP, MySQL, Apache, LiteSpeed, LSCache)
- Account hardening and security on server level
- We are not responsible for your website/webapp/mailbox getting hacked, cracked, stolen, copied or DDoS'd or in any other way abused. You are responsible for your own data and code safety.
- We are not responsible for the loss of any data, as noted in our General Terms and Conditions available on our website.
- Email delivery
- We do not offer support in setting up your device to be able to send/receive emails. You can easily find the installation instructions for setting up your email on your device after setting up a new email account in cPanel.
- DNS management and control
- Any script installed through Softaculous is supported on best-effort basis, meaning we will do our best to help you but we cannot guarantee that our assistance leads to success. We limit assistance for Softaculous installations the following way:
- On our START CLOUD package we offer Best-effort support on anything mentioned in this article.
- On our PRO and EXPERT CLOUD packages we offer full managed support on everything mentioned in this article. We limit the support time for Softaculous installations and scripts to 20 minutes per request and assistance for Softaculous installations and scripts can be requested in different cases up to 12x per year. If you substantially exceed these limitations you might be asked to purchase additional support coverage billed at $22.50 / 15 minutes.
- We do not offer support on paid scripts or scripts / software installed outside of Softaculous.
- We do not offer support on hacked/cracked scripts or installations.
- We do not offer support on outdated script installations. Please update your scripts first before requesting support.
- We do not offer support on Node.js/ASP/Perl/Python/C/C#/C++ based scripts and apps.
- Installation and configuration of Spam Experts service
- We do not offer support on functionality of the Spam Experts service. Please refer to the Spam Experts Technical Support for assistance.
- Installation and configuration of SiteLock service
- We do not offer support on functionality of the SiteLock service. Please refer to SiteLock Contact for assistance.
If you have any questions about our Support Coverage, please contact us.