Support Coverage Policy for Hostinar.com

Effective Date: 01/01/2025

At Hostinar.com, we are committed to providing reliable and comprehensive support to ensure the best experience with our hosting services. This Support Coverage Policy outlines the scope, availability, and terms of support for our customers.

1. Support Scope

Hostinar.com offers support for the following areas:

a. Hosting Services

• Assistance with setting up and managing hosting accounts.
• Troubleshooting server-related issues, including uptime, performance, and connectivity.
• Support for control panel operations (e.g., cPanel, Plesk).

b. Domain Services

• Guidance on domain registration, transfer, and DNS configuration.
• Assistance with resolving domain-related issues.

c. Email Services

• Configuration and troubleshooting of email accounts hosted on our platform.
• Support for resolving issues with webmail or email client integration (e.g., Outlook, Thunderbird).

d. Security

• Basic guidance on security best practices.
• Assistance with SSL certificate installation and renewal.

e. Third-Party Applications

• Limited support for installing and configuring common third-party applications (e.g., WordPress, Joomla).
• Assistance with resolving compatibility issues related to our hosting environment.

f. Exclusions

• Support does not include custom development, coding, or debugging of user scripts and applications.
• Issues caused by third-party software, hardware, or services are outside the scope of our support.
• Extensive site migrations, database optimization, or advanced security configurations are considered billable services unless otherwise specified in your plan.

2. Support Availability

We provide support through multiple channels to meet your needs:

a. Support Channels

• Live Chat: Available 24/7 for immediate assistance.
• Email Support: Submit support requests at [Insert Support Email].
• Phone Support: Available during business hours at [Insert Phone Number].
• Help Center: Access tutorials, FAQs, and guides at [Insert Help Center URL].

b. Response Times

We strive to respond to support requests within the following timeframes:

3. Support Process

To ensure efficient support, customers are requested to follow these guidelines:

a. Submitting a Support Request

• Provide a clear and detailed description of the issue.
• Include relevant account information (e.g., domain name, account ID).
• Attach any error messages, screenshots, or logs, if applicable.

b. Escalation

• If an issue cannot be resolved at the first level, it will be escalated to our advanced support team.
• Escalation may require additional time for resolution depending on the complexity of the issue.

c. Resolution

• Once resolved, the support team will provide a summary of the issue and steps taken to address it.

4. Customer Responsibilities

To ensure efficient support, customers are expected to:

• Maintain up-to-date contact information in their account.
• Follow security best practices, including using strong passwords and enabling two-factor authentication.
• Regularly back up website data and databases.
• Notify support of any significant changes or customizations that may impact service stability.

5. Premium Support Services

Hostinar.com offers premium support packages for customers who require:

• Dedicated account managers.
• Priority response and resolution.
• Advanced troubleshooting and consulting.
• Custom development or extensive migrations.

For more details, contact [Insert Contact Email] or visit [Insert Premium Support URL].

6. Limitations and Disclaimers

• Hostinar.com is not responsible for issues caused by third-party providers, hardware, or software.
• Support is provided on a best-effort basis and may be subject to limitations based on your hosting plan.
• Hostinar.com reserves the right to prioritize support requests based on severity and impact.

7. Changes to the Support Coverage Policy

We may update this policy from time to time. Changes will be communicated via email or posted on our website with an updated effective date. Continued use of our services constitutes acceptance of the revised policy.

8. Contact Information

For support inquiries, please reach out to us:

• Email: [email protected]

Thank you for choosing Hostinar.com. Our team is dedicated to ensuring your hosting experience is seamless and satisfactory.