Customer Expectations When Using Our Best-Effort Support

This article outlines customer expectations when using our best-effort support and explains how it works.

Customer Support Without a Professional Plan

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

In simple terms, best-effort support means doing our utmost to help you. Legally, it refers to making all reasonable endeavors to provide support to the best of our ability.

Support for Issues Outside of Our Responsibility

Here's what you can expect when requesting support for issues like:

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.

If you can't restore a backup or would rather not, we will provide instructions to help you with your issue whenever possible.

If you don’t understand a specific section of the instructions we sent, we will send an article with additional guidance. If you continue having difficulties, we will do our best to help you troubleshoot the issue or further clarify the instructions.

If you still cannot follow our instructions after we provide illustrative examples (which may include images or videos), we will send you a quote to resolve the issue on your behalf.

Please note that to avoid potential abuse of our best-effort support, we will refer you to previously opened support requests for repeated issues. For example, if you keep installing plugins on your websites that cause the same or similar problems, and we've already helped you in the past, we will direct you to the previous instructions.

For unknown or undocumented issues, we may need more information to reproduce the problem, such as a video from you demonstrating the issue or your permission to access your service.

Asking for Support to Complete a Task

You may contact us for help with tasks like:

Changing a DNS entry on your service.
Creating an email account.
Accessing the FTP service.

In these cases, we will provide instructions to help you whenever possible.

If you still cannot follow our instructions after we provide illustrative examples (which may include images or videos), we will send you a quote to complete the task on your behalf.

Please note that to avoid potential abuse of our best-effort support, we will refer you to previously opened support requests for repeated tasks. For example, if you keep asking how to create an email account on your web hosting service and we've already helped you in the past, we will direct you to the previous instructions.

New Customers

We offer free migration service with all of our web hosting plans (including reseller plans) and managed services (e.g., managed VPS plans) to help you avoid the cumbersome task of migrating the data yourself.

Additionally, as a new customer, during the first 30 days, you receive priority support through Live Chat and other similar contact methods (e.g., Telegram) to help you resolve any potential issues more quickly and get started with our service.

After the first 30 days, you may still request support by email and tickets, while best-effort support requests via live chat or similar contact methods may require an appointment.

Reselling Web Hosting Services

If you signed up for a plan that allows you to resell web hosting services, please understand that the prices we charge do not include support for your customers. Unless otherwise agreed in writing, your customers cannot contact us for any kind of support. In other words, you are solely responsible for providing support to your customers.

Reseller Web Hosting plans offer more resources, with lower costs per GB of disk space and other resources compared to web hosting services sold to end customers. The price of these plans not only provides a discount because you are purchasing in bulk but also because you will be the one providing support to your customers.

If you do not sign up for a professional support plan, you can still use our best-effort support for most topics. However, as a reseller, it is expected that you or someone in your company take note of the information and instructions provided to avoid recurrent support requests on the same topic.

Taking note of the information and instructions we provide benefits, everyone, especially your customers, who won't have to wait for a third party to reply. In the end, being able to resolve support requests faster will contribute to the success of our businesses.

As a reseller, we suggest signing up for a professional support plan if you cannot keep track of the instructions provided. Best-effort support requests for similar tasks or issues will be assigned a lower priority to avoid affecting response times for other customers who do not engage in the same behavior.

High-Quality Services on a Budget

We may resolve issues outside of our responsibility (e.g., on your WordPress installation) on your behalf to help you get started within the first 30 days, but please do not assume we will continue to do so for free.

We provide high-quality services on a budget. The idea of having "your system administrator, developer, or IT consultant for $5/month" — regardless of the amount you are paying — is not part of the deal. We suggest subscribing to a professional support plan if you would like to have any of our team members working on tasks on your behalf.

Professional Support Plans

If you pay over 250 USD/month in services (excluding domains, licenses, and SSL Certificates), best-effort support requests can be made through Live Chat or similar contact methods without requiring an appointment or a professional support plan.

Our professional support plans could be an option for companies requiring support directly through Live Chat or similar contact methods without the need to schedule an appointment. Signing up for a support plan could also be an option if you prefer to outsource tasks or resolve issues that may be outside of our responsibility.

More Information

You can find more detailed information within our support policy. Alternatively, please feel free to contact us.