Support Policy

Submitting Support Requests

To ensure efficient service and comply with data protection laws, all requests for changes to your account, including billing modifications, password changes, or technical adjustments, must be submitted via our official support channels: ticketing system, live chat, or email from your registered email address.

We prioritize support requests based on their nature and urgency. Business-critical issues affecting service availability will be addressed first.

Scope of Support

Our primary responsibility is to diagnose and resolve issues directly related to our hosting services. This includes server-related problems, network connectivity issues, and service outages.

On a best-effort basis and at our sole discretion, our support agents may assist with:

• Client Device Configuration: Guidance on setting up email clients, FTP, or other connections to our services.
• WordPress Issues: Basic troubleshooting and advice on WordPress-related problems, including plugin conflicts, theme issues, and basic configuration assistance.
• Website Optimization: Recommendations for improving WordPress site performance, including caching and content delivery network (CDN) setup.
• Malware Removal: Assistance with identifying and removing malicious software from your WordPress site.

Any such assistance is provided without warranty, and we do not guarantee resolution of these issues. Customers agree to indemnify WebOps Hosting against any loss or damage, direct or consequential, arising from the provision of this additional support.

Third-Party Services and Products

Our support agents may recommend third-party products, applications, or services for use on your website.

The customer is wholly responsible for evaluating the suitability of these third-party services and assumes all risk associated with their use. WebOps Hosting makes no warranty regarding the functionality, compatibility, or security of these services and accepts no liability for any loss or damage arising from their implementation or use.

Support Availability

Support is provided between 9am and 5pm, 7 days a week. Outside of these hours, support requests will be addressed on the next business day.

Limitations of Liability

While we strive to provide the highest level of support, WebOps Hosting shall not be held liable for any indirect, incidental, special, or consequential damages resulting from the use or inability to use our support services, even if we have been advised of the possibility of such damages.

Customer Responsibilities

Customers must ensure that their contact information, including their registered email address, is kept up-to-date in our system to avoid any delays in support.

Service Level Agreement (SLA)

For detailed information regarding our guaranteed response and resolution times, please refer to our Service Level Agreement (SLA).

Policy Amendments

WebOps Hosting reserves the right to amend this Support Policy at any time. Customers will be notified of any significant changes via email or through an announcement on our website.