Terms of Support

Our Customer Support is on of segments of our business that we are specially proud of and that makes us well-known. Hence, if as our client you will be facing difficulty, no need to worry. Here what happens:

After you contact our Customer Support, your inquiry shall be processed in accordance with internal priorities and contact time. Initial reply can be expected within 24 hours, however that time is significantly shorter in practice.

Customer Support begins with taking over your case. With difficulties that are more complicated we shall probably collect additional information or perform certain internal tests and prepare some of the features. Some requests shall need your confirmation from package administrative e-mail address.

After we collect all relevant information and conduct necessary research, we shall begin with problem solving. Total resolution time greatly depends on complication of the problem and availability of all information necessary for research and final solution. However, bigger advantage is always given to difficulties jeopardizing User's operations.

Plus means more

Altough all Plus packages include our high quality Customer Support, some actions are out of the scope of support, exclusively due to complexity of actions and potential difficulties in Service operation.

Supported

• User pages
• Access to control panel (cPanel/Website Panel/WHM)
• Functions within control panel (cPanel/Website Panel/WHM)
• Approach to FTP and SSH connections
• Reliable network and web servers work
• Hardware used in our data centers
• Security patches for standard CMS
• Secure system scanning
• Eliminating malware from hosting package
• Installation up to date software on server level
• Assistance with installation of popular web applications
• Assistance with configuration of client's e-mail and account e-mail
• Assistance with extracting content from backup
• Migration of content

Not supported

• Any client, application or script installed by client
• Plugins and add - ons for control panels (cPanel/Website Panel/WHM)
• Solving problems in the third party (external) applications and services
• Search engine optimization (SEO)
• Problems with work of cache plugin
• Repairing code with problems with incompatible CMS version
• Repairing code with migration on other server
• Education for use of Internet, e-mail, web hosting and other services
• Writing of code, scripts and web design
• Support in case of misuse (spam, illegal content etc.)
• Support in case of non replying to contact of EV certificates issuers, etc.