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 forthat which we arefall directly responsiblewithin our responsibility and services associated with an associateda professional support plan, we provide best-effort support in all other cases.
In simple terms, best-effort support means doingwe strive to assist you to the best of our utmost to help you.abilities. Legally, it refers toentails making all reasonable endeavors to providedeliver support to the besthighest of our ability.capabilities.
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.
We recommendalways alwaysadvise creating backups before making changesalterations that you don'tdo not fully understand.comprehend. If possible,feasible, undoingreversing your previous actions or restoring a backup specifically related to the changes you made couldmight be the fastestquickest optionsolution to resolve your issue.problem.
If you can't restore a backup or wouldprefer rathernot not,to, we willwe'll provide instructions to helpassist you with your issue whenever possible.
If you don’t understandthere's a specific section of the instructions weyou sent,don't weunderstand, willwe'll send an article with additional guidance. If you continue havingto face difficulties, we willwe'll do our bestutmost to help you troubleshoot the issueproblem or further clarify the instructions.
If you still cannot follow our instructions after we provide illustrative examples (which maymight include images or videos), we willwe'll send you a quote to resolve the issue on your behalf.behalf (when possible).
Please notebe aware that to avoidprevent potential abusemisuse of our best-effort support, we will refer you to previously opened support requests for repeatedrecurring issues. For example,instance, if you keeprepeatedly installinginstall plugins on your websites that causecausing the same or similar problems,issues, and we've already helpedassisted you in the past, we will direct you to the previous instructions.
For unknown or undocumented issues, we may need more information to reproducereplicate 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,situations, we willwe'll provide instructions to helpassist you whenever possible.
If you don’t understand a specific section of the instructions we sent,sent weisn't willclear to you, we'll send an article with additionalfurther guidance. If you continue havingto experience difficulties, we willwe'll do our best to clarifymake the instructions even further.clearer.
IfIf, you still cannot follow our instructionseven after we provide illustrative examples (which may include images or videos), weyou willstill can't follow our instructions, we'll send you a quote to completecarry out the task on your behalf.
Please note thatnote, to avoidprevent potential abusemisuse of our best-effort support, we willwe'll refer you to previously opened support requests for repeatedrecurring tasks. For example,instance, if you keeprepeatedly askingask how to create an email account on your web hosting service and we've already helpedassisted you in the past, we willwe'll direct you to the previous instructions.
New Customers
We offer a free migration service with all of our web hosting plans (including reseller plans) and managed services (e.g.,for example, managed VPS plans) to help you avoidsidestep the cumbersometedious task of migrating the data yourself.
Additionally,Furthermore, as a new customer, during the first 30 days, you receive priority support through Live Chat and other similar contact methods (e.g.,such as Telegram) toduring the first 30 days. This will help you resolve any potential issues more quickly and get started with our service.
After the firstinitial 30 days, you maycan still request support byvia email and tickets, while best-effort support requests viathrough live chat or similar contact methods may require an appointment.
Reselling Web Hosting Services
If youyou've signed upopted for a plan that allowspermits you to resell web hosting services, pleaseit's important to understand that the prices we charge do not include support for your customers. Unless otherwise agreedstated in writing, your customers cannot contactreach out to us for any kindform of support. In other words,essence, you are solely responsibleaccountable for providing support to your customers.
Reseller Web Hosting plans offer more resources,resources withat lower costs per GB of disk space and other resourcesresources, compared to web hosting services sold to end customers. The pricepricing of these plans not only providesreflects a discount not just because you are purchasing in bulkbulk, but also because you will be the one providingoffering support to your customers.
IfEven if you dodon't not sign upopt for a professional support plan, you can still use our best-effort support is available for most topics. However, as a reseller, it isit's expected that you or someone in your company will take note of the information and instructions providedwe provide, in order to avoid recurrentrepeated support requests on the same topic.
Taking note ofRecording the information and instructions we provide benefits,benefits everyone, especially your customers, who won't have to wait for a third third-party toresponse. reply. In the end,Ultimately, being able to resolve support requests faster will contribute to the success of our businesses.
As a reseller, we suggestrecommend signing upopting for a professional support plan if you cannotstruggle to keep track of the instructionsprovided provided.instructions. Best-effort support requests for similar tasks or issues will be assigned a lower priority to avoidprevent affectingimpacting response times for other customers who dodon't not engage inexhibit 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 withinWithin the first 30 days, butwe may address issues beyond our remit (for instance, with your WordPress installation) to assist you in getting started. However, please do notdon't assume wethis service will continue to do so for free.
We providedeliver high-quality services onwithin a budget. The ideanotion of having "your system administrator, developer, or IT consultant for $5/month" — regardless of theyour payment amount you are paying — is not part of theour deal.offer. We suggestrecommend subscribing to a professional support plan if you would like to havedesire any of our team members workingto onperform tasks on your behalf.
Professional Support Plans
If you payspend over 250 USD/month inon services (excluding domains, licenses, and SSL Certificates), you can make best-effort support requests can be made through Live Chat or similar contact methods without requiringneeding an appointment or a professional support plan.
Our professional support plans could be an attractive option for companies requiringseeking direct support directly through Live Chat or similar contact methodsmethods, without the needhaving to schedule an appointment. SigningAdditionally, upsubscribing forto a support plan could also be an optionbeneficial if you prefer to outsource tasks or resolvesolve issues that maymight befall outside ofour ourstandard responsibility.
More Information
You can find more detailed information withinin our support policy. Alternatively, please feeldon't freehesitate to contact us.