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 for 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 endeavors 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.

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 some 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 point you to the same instructions already sent 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, you can expect to receive instructions to help you with it 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 difficulties following the instructions we sent, we will do and try 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, that 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 solution is the same, we will point you to the same instructions already sent previously.

New Customers

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

Besides that, 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.

Professional Support Plans

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

Reselling Web Hosting Services

If you signed up for a plan which allows you to resell web hosting services, please understand that the prices we charge don’t include any support for your customers. Unless otherwise agreed in writing, your customers cannot contact us to receive any kind of support. In other words, you are exclusively responsible to provide support to your customers.

Reseller Web Hosting plans contain more resources, being cheaper per each GB of disk space and other resources when compared with the web hosting services being sold to end customers. The price of these plans not only gives you a discount for buying more but also includes a discount considering you will be the one providing support to your customers.

In case you don’t sign up for a professional support plan, you can use our best-effort support to request help for most topics. As a reseller, it’s 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 for everyone, especially for your customers that won’t be waiting for a third party to reply. In the end, being able to resolve support requests faster will help with the success of our businesses.

As a reseller, in case you cannot keep track of the instructions being provided and keep sending best-effort support requests for similar tasks or issues, we may have to assign a lower priority to these requests. The aim is to avoid affecting the response times for other customers that don’t practice the same behavior. If that’s the case, we suggest signing up for a professional support plan.

High-quality services on a budget

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 please do not assume we will keep doing it for free.

We provide high-quality services on a budget. Getting "your system administrator, developer, or IT consultant for $5/month" — independently 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.

More Information

You can find more detailed information within our support policy. Alternatively, contact us.