SUPPORT SCOPE AND CUSTOMER SERVICE LEVELS

1. Overview

  1. 1.1. JustHostMe Limited ("we", "us" or "our") provides customer support for its shared web hosting and domain name services. This page outlines the scope of support we provide, how customers can contact us, and the service levels customers can expect when contacting our support team.
  2. 1.2. Our Support Scope applies to all customers using our shared hosting and domain registration services, as well as any related communications you have with us regarding these services.

2. Support Channels

  1. Customers may contact our support team using the following channels:
  2. 2.1. Support tickets via our customer portal: https://www.justhostme.co.uk/portal/submitticket.php?step=2&deptid=3
  3. 2.2. 24/7 live chat, accessible via a link displayed in the website footer or directly at https://www.justhostme.co.uk/livechat/
  4. 2.3. Email for specific enquiries such as abuse or complaints: abuse@justhostme.co.uk, complaints@justhostme.co.uk
  5. 2.4. Support is not provided by telephone.

3. Scope of Support

  1. We provide support for the following services:
  2. 3.1. Shared web hosting services
  3. 3.2. Domain registration, renewal, and basic configuration
  4. 3.3. DNS configuration related to services hosted with us
  5. 3.4. Control panel usage (e.g., cPanel)
  6. 3.5. Email services provided as part of hosting packages
  7. 3.6. Account access and billing-related queries

4. Exclusions from Support

  1. The following are outside the scope of our support services:
  2. 4.1. Custom website development or design
  3. 4.2. Application development or debugging (including CMS plugins, themes, or custom code)
  4. 4.3. Third-party software or services not supplied by us
  5. 4.4. SEO, marketing, or performance optimisation advice
  6. 4.5. End-user training beyond basic service usage

5. Customer Service Levels

  1. 5.1. Support Tickets
  2. • Acknowledgement: within 24 hours
  3. • Response: as soon as reasonably possible depending on issue complexity and priority
  4. 5.2. Live Chat
  5. • Available 24/7
  6. • Responses provided in real time when agents are available
  7. 5.3. Abuse Reports
  8. • Acknowledgement within 24 hours
  9. 5.4. Complaints
  10. • Acknowledgement within 2 business days
  11. • May be escalated internally where appropriate

6. Priority of Requests

  1. Support requests are handled based on severity and impact, including:
  2. 6.1. Service outages
  3. 6.2. Security-related issues
  4. 6.3. Account access issues
  5. 6.4. General technical enquiries

7. Customer Responsibilities

  1. 7.1. Customers are responsible for maintaining backups of their data.
  2. 7.2. Ensuring their websites and applications are kept up to date.
  3. 7.3. Providing accurate and complete information when submitting support requests.

8. Changes to This Support Scope

  1. 8.1. We may update this Support Scope from time to time. The latest version will always be available on our website.