Support Scope

Last revised: 28/03/2018

Committed to providing excellent customer support

  1. The following document outlines the scope and limitation of support for each product that we provide. Because hosting services by nature relies on a combination of customer supplied client software and third-party products it is important to define what is supported by our company and what is the responsibility of the customer and/or third-party software vendors. The scope of our support is also subject to our terms and conditions.
  2. It is important for our customers to understand that when we initially deliver a hosting solution it has been pre-tested to be in good working condition. In our years of hosting experience we have determined that most customer issues are usually a result of incompatibilities and configuration changes that are not compatible with our services.
  3. We have an extensive knowledgebase that should address the most common issues that are directly supported by us. We strongly encourage our customers to use this extensive resource to not only seek support, but also to become more familiar with our product lines and the extent of our support.
  4. Support is available 24/7/365 by Live Chat, E-Mail and Support Ticket. Telephone support is available Monday-Friday, 9AM-5PM (GMT/BST). You can open a support ticket here.
  5. Support requests sent via our support ticketing system are always responded to within 24 hours, however we aim to respond and resolve the majority of support tickets within a few hours.
  6. Priority Support is included in some web hosting plans. Priority Support means support requests are automatically escalated and placed at the top of our support queue for a faster response while web hosting plans without Priority Support have standard priority and are NOT automatically escalated and placed at the top of our support queue.
  7. The following information outlines the scope and limitation of support for each product that we provide.

We Support

Common Services. We actively monitor to check that all basic services are working, such as e-mail, FTP, SSH, web serving, and cPanel. If you feel a service is not working, we will manually check to make sure it is working as intended.

Server Software. We will maintain and secure all software that resides on our servers, such as Apache, MySQL, and PHP. We will control and determine the version and configuration of software on our servers. As a result, software we have installed may not always be the latest version available or be compatible with your own software.

Hardware. We will monitor and maintain all of the server hardware. In the event of a hardware failure, we will replace any faulty hardware as soon as possible.

Your Responsibility

Internet Training. It is expected that you have a basic understanding of Internet concepts such as DNS, e-mail, and FTP.

Data Backup. You are responsible for maintaining current backups of your data. We maintain our own backups for certain plans in the event of a disaster. However, we do not guarantee the availability or restoration of any lost data.

DNS Zone Files. A DNS zone file converts your IP address to your domain name. You can modify MX, CNAME, A, and other records for your domain's zone file from cPanel.

Domain Names. You are responsible for using the supported services provided by your registrar for anything related to your domain name. If you choose not to use our nameservers, you are responsible for modifying your DNS records to point to your IP address, which can change without notification.

Domain Name Change. You can change the domain name associated with your account. However, you are responsible for modifying any and all path names in any scripts or applications to reflect this change.

E-Mail Client Configuration. We can assist you with the most basic settings for an e-mail account with your preferred mail client, such as Microsoft Outlook or Apple Mail. However, we cannot assist you in any advanced configuration or troubleshooting, such as spam filtering.

FTP Client Configuration. We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software. We will do our best to help you make a connection to your account.

Scripts & Applications. You are fully responsible for the installation and operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications. You are responsible for maintaining the latest version of any and all scripts and applications. This is a policy we must strictly adhere to.