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Customer expectations when using our best-effort support

This article is to outline customer expectations when using our best-effort support and clarifies how it works.

Providing support without a professional plan associated

Except for the issues which we are directly responsible and services with a professional support plan associated, we provide best-effort support in all cases.

In simple terms, best-effort support can be explained as doing our best or all possible efforts to help you. In legal terms, it means doing to the best of our ability all reasonable endeavours to provide you with support.

Expectations of our customer support concerning issues

What you can expect for support requests concerning issues, including but not limited to:

  • my WordPress website stopped working after installing a plugin or changing a setting.
  • I stopped receiving emails after changing a DNS entry in my domain.
  • the web server on my unmanaged server crashed.

We recommend to always create backups before doing any changes that you don't fully understand very well how it works. If possible, undoing your previous actions or restoring a backup specifically to the changes you made could be the faster option to resolve your issue.

In case it's not possible to restore a backup or you would rather not to, you can expect to receive instructions to help you with your issue whenever possible. If you don't know how to do a specific task of the instructions we sent, independently of being related to the tools we provide to manage your service or your web application, we will send an article with additional instructions concerning that specific task.

If you keep having issues or difficulties following the instructions we sent, we will do our best to help you troubleshoot the issue or by clarifying the instructions even more — depending on whichever is the case.

In case you cannot follow our instructions for anysome reason, even after we provide illustrative examples, which may include images or videos, we will send you a quote to resolve the issue on your behalf.

Kindly note, in order to avoid possible abuses of our best-effort support, we will point you to previously opened support requests for repeated issues. For example, let us suppose you keep insisting on installing plugins on your websites that keep causing the same or similar issues. In these cases where we have already helped you in the past and the solution is the same, we will suggestpoint consultingyou to the same instructions already sent and adapt it to your current use case.previously.

For unknown or undocumented issues, depending on the issue, we may have to request more information to reproduce the issue. We may request a video from you to show us how to reproduce the issue and/or request your permission to access your service.

Expectations of our customer support when asking to do a specific task

You contact us and ask for our help to perform some tasks, including but not limited to:

  • "I need help to change a DNS entry on my service."
  • "Assist me in creating an email account."
  • "How do I access the FTP service?"

In these cases where you would like to know how to do a certain task, whenever possible, you can expect to receive instructions to help you with it. If you don't know how to do a specific task of the instructions we sent, independently of being related to the tools we provide to manage your service, or your web application (e.g., WordPress, web server of your unmanaged server, and so on), we will send an article with additional instructions concerning that specific task.

If you keep having difficulties following the instructions we sent, we will do our best to clarify the instructions even more — depending on whichever is the case.

In case you cannot follow our instructions for any reason, even after we provide illustrative examples, which may include images or videos, we will send you a quote to do the task on your behalf.

Kindly note, in order to avoid possible abuses of our best-effort support, we will point you to previously opened support requests for repeated tasks. For example, let us suppose you keep asking how to create an email account on your web hosting service. In these cases where we have already helped you in the past and the instructions are the same, we will suggest consulting the instructions already sent.

New Customers

We offer a free migration service with all of our web hosting plans to help you avoid wasting unnecessary downtime and avoiding the cumbersome task of migrating the data yourself.

Besides that, in the first 30 days, as a new customer, you also receive real-time support for your service through Live Chat or other contact methods (e.g. Telegram) to help you resolve any potencial issues more quickly and help you get started with our service.

After the first 30 days, you can request support by email, tickets, or schedule a live chat session to receive the best-effort support. Alternatively, you may subscribe to an Unlimited Professional Service plan if you would like to keep receiving best-effort support directly through Live Chat or Telegram without scheduling a chat session.

We provide high-quality services on a budget, please do not consider you will have "your system administrator, developer or IT consultant for $5/month" (independently of the amount you are paying). Once again, you may subscribe to an Unlimited Professional Service plan if you would like to have our team working and executing tasks on your behalf.

Lastly, we may resolve issues outside of our responsibility (e.g., on your Wordpress installation) to help you get started within the first 30 days, but do not assume we will keep doing it for free in the future.

You can read more about it within our support policy.

Thank you for reading and your preference.

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