Customer Expectations When Using Our Best-Effort Support

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

Customer supportSupport withoutWithout a professionalProfessional planPlan

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

In simple terms, best-effort support can be explained asmeans doing our best or all possible effortsutmost to help you. In legal terms,Legally, it meansrefers doingto making all reasonable endeavors to provide support to the best of our ability all reasonable endeavors to provide you with support.

ability.

Support for issuesIssues outsideOutside of ourOur responsibilityResponsibility

WhatHere's what you can expect forwhen requesting support requestsfor concerningissues issues, including but not limited to:like:

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

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

InIf caseyou it's not possible tocan't restore a backup or you would rather notnot, to,we youwill can expect to receiveprovide instructions to help you with your issue whenever possible.

If you don’t know how to dounderstand a specific section of the instructions we sent, we will send an article with additional instructions concerning that exact section.guidance. If you keepcontinue having issues or difficulties following the instructions we sent,difficulties, we will do our best to help you troubleshoot the issue or byfurther clarifyingclarify the instructions even more.instructions.

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

KindlyPlease note,note in orderthat to avoid possiblepotential abusesabuse of our best-effort support, we will pointrefer you to previously opened support requests for repeated issues. For example, supposeif you keep insisting on installing plugins on your websites that keep causingcause the same or similar issues.problems, Inand these cases where we havewe've already helped you in the past and the solution is the same,past, we will pointdirect you to the sameprevious instructions already sent previously.instructions.

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

Asking for supportSupport to doComplete a certain taskTask

You may contact us and ask for our help towith performtasks some tasks, including but not limited to:like:

• "I need help to changeChanging a DNS entry on myyour service."
  
• "Assist me in creatingCreating an email account."
• "How do I accessAccessing the FTP service?"service.
  
  

In these casescases, wherewe youwill would like to know how to do a certain task, you can expect to receiveprovide instructions to help you with it whenever possible.

If you don’t know how to dounderstand a specific section of the instructions we sent, we will send an article with additional instructions concerning that exact section.guidance. If you keepcontinue having difficulties following the instructions we sent,difficulties, we will do our best to clarify the instructions even more.further.

In caseIf you still cannot follow our instructions for some reason, even after we provide illustrative examples,examples (which may include images or videos,videos), we will send you a quote to docomplete the task on your behalf.

KindlyPlease note,note that in order to avoid possiblepotential abusesabuse of our best-effort support, we will pointrefer you to previously opened support requests for repeated tasks. For example, supposeif you keep asking how to create an email account on your web hosting service.service Inand these cases where we havewe've already helped you in the past and the solution is the same,past, we will pointdirect you to the sameprevious instructions already sent previously.

instructions.

New Customers

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

Besides that,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 help you get started with our service.

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

Reselling Web Hosting Services

If you signed up for a plan whichthat allows you to resell web hosting services, please understand that the prices we charge don’tdo not include any support for your customers. Unless otherwise agreed in writing, your customers cannot contact us to receivefor any kind of support. In other words, you are exclusivelysolely responsible tofor provideproviding support to your customers.

Reseller Web Hosting plans containoffer more resources, beingwith cheaperlower costs per each GB of disk space and other resources when compared with theto web hosting services being sold to end customers. The price of these plans not only gives youprovides a discount because you are buyingpurchasing more,in bulk but also because you will be the one providing support to your customers.

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

Taking note of the information and instructions we provide is beneficial forbenefits, everyone, especially for your customerscustomers, thatwho won’won't behave waitingto wait for a third party to reply. In the end, being able to resolve support requests faster will helpcontribute withto the success of our businesses.

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

High-qualityQuality servicesServices on a budgetBudget

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 keepcontinue doingto itdo so for free.

We provide high-quality services on a budget. GettingThe idea of having "your system administrator, developer, or IT consultant for $5/month" — independentlyregardless 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 / USD/month in services (excl.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 to receive support directly through Live Chat or similar contact methods without requiringthe 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 to resolve.

responsibility.

More Information

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