Support Policy

1. Submitting Support Requests

To ensure a timely and accurate response, all support requests should be submitted through our official channels. Requests are prioritized based on the urgency and severity of the issue.

• Ticketing System: Available via the WebOps Hosting customer portal.
• Live Chat: Accessible on our website for quick inquiries and immediate assistance.
• Email: Requests must be sent from the email address registered to your account to verify identity and authorize changes.

2. Scope of Support

Our technical support team is dedicated to maintaining the health and availability of your hosting environment. We provide different levels of support depending on the nature of the issue.

• Primary Support: Full coverage for server hardware, network connectivity, and confirmed service outages affecting WebOps Hosting infrastructure.
• Best-Effort Support: Assistance provided as a courtesy for email and FTP client setup, basic WordPress troubleshooting, performance optimization recommendations, and initial malware removal.
• Exclusions: We do not offer warranties or guaranteed resolutions for custom scripting, third-party application errors, deep code-level debugging, or issues outside our direct managed infrastructure.

3. Third-Party Services

During the course of troubleshooting or consulting, WebOps Hosting technicians may recommend third-party products, plugins, or services. These recommendations are provided as-is.

The customer assumes all risk and responsibility when installing, configuring, or relying upon third-party services. WebOps Hosting is not liable for data loss, downtime, or security breaches resulting from third-party tools.

4. Support Availability

Our support operations are structured to provide coverage when you need it most, with dedicated escalation paths for critical incidents.

• Standard Support: Available 9:00 AM to 5:00 PM, 7 days a week, for general inquiries, billing, and standard technical assistance.
• Emergency Support: Available 24/7 for critical issues such as server-down events or severe network degradation.
• Emergency Contacts: Phone: +1 (302) 219-4769 | Email: emergency@webops.host

5. Limitations of Liability

While our team strives to resolve all issues efficiently, WebOps Hosting shall not be held liable for any indirect, incidental, special, or consequential damages resulting from technical support interventions, system downtime, data loss, or the inability to use our services.

6. Customer Responsibilities

To facilitate effective support and maintain a secure environment, customers are expected to fulfill the following responsibilities:

• Maintain a current and accessible primary email address on file.
• Provide detailed, specific information when submitting requests (e.g., error messages, steps to reproduce).
• Respond promptly to requests for additional information from our support team.
• Ensure all installed software (including WordPress core, themes, and plugins) is kept up-to-date with the latest security patches.
• Maintain and verify independent off-site backups of all critical data, despite any automated backup services provided by WebOps Hosting.

7. Service Level Agreement (SLA)

Specific response times, uptime guarantees, and compensation procedures for missed targets are detailed in our separate Service Level Agreement document. The SLA works in conjunction with this Support Policy.

8. Policy Amendments

WebOps Hosting reserves the right to modify, amend, or update this Support Policy at any time. Customers will be notified of significant changes via the email address on file or through announcements in the customer portal. Continued use of our support services constitutes acceptance of the amended policy.

9. Contact Information

For routine inquiries, general questions, or to initiate a standard support request, please use the following contact methods:

• Email Support: support@webops.host
• Live Chat: Available via our website portal
• Standard Phone: +1 (302) 219-4769
• Emergency Contact: emergency@webops.host