1. 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.
Official Support Channels: Ticket system, live chat, and email from your registered email address only.
2. 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:
Additional Support Services (Best-Effort)
Guidance on setting up email clients, FTP, or other connections to our services.
Basic troubleshooting and advice on WordPress-related problems, including plugin conflicts, theme issues, and basic configuration assistance.
Recommendations for improving WordPress site performance, including caching and content delivery network (CDN) setup.
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.
Important: Additional support is provided on a best-effort basis and without warranty. Customers assume all risk for third-party implementations.
3. Third-Party Services
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.
Customer Responsibility: You are solely responsible for evaluating and implementing any third-party services we may recommend.
4. 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.
Emergency Support: 24/7 emergency support is available for critical issues affecting website availability, complete service outages, or security incidents. Emergency support can be accessed by calling +1 (302) 219-4769 or emailing emergency [at] webops.host.
Response Times: For guaranteed response and resolution times, please refer to our Service Level Agreement (SLA).
5. 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.
Liability Limitation: Our liability is limited to direct damages only and does not include indirect or consequential damages.
6. 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.
- Maintain current email address in your account settings
- Provide detailed information when submitting support requests
- Respond promptly to support team inquiries
- Implement recommended security updates and patches
- Maintain backups of your website data
7. Service Level Agreement
For detailed information regarding our guaranteed response and resolution times, please refer to our Service Level Agreement (SLA).
The SLA outlines specific performance metrics, uptime guarantees, and service credit policies that complement this Support Policy.
8. 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.
Stay Informed: Please keep your contact information current to receive notifications about policy changes.
9. Contact Information
For support-related questions or assistance:
Support Contact Information
Support Tickets: support [at] webops.host
Live Chat: Available during business hours (9 AM - 5 PM, 7 days a week)
Phone: +1 (302) 219-4769 (Business hours: 9 AM - 5 PM, 7 days a week)
24/7 Emergency Support: +1 (302) 219-4769 or emergency [at] webops.host (Critical issues only)
Effective Date: This Support Policy is effective as of November 9, 2025, and applies to all WebOps Hosting customers.
