Support Policy

Last modified: 29 September 2023

What We Do

We monitor the following, where applicable, for all our Services to ensure they are working including the services provided by our Third Party Providers. Please let us know via our Support System accessible via your Account if you feel any service is not working and we will investigate and log a ticket with the relevant Third Party Provider.

• FTP
• HTTP/HTTPS (Web Serving)
• SMTP, POP3 and IMAP
• cPanel or DirectAdmin (where relevant)
• Server software
• Server hardware

What We Don’t Do (You Need to Do)

We’re here to help you host your websites, register domains, and provide access to email forwarding infrastructure.

However, we aren’t your tech support or web designer, and we aren’t here to help you debug and troubleshoot issues related with scripts or web applications including WordPress or issues caused by WordPress themes or plugins.

You are responsible for:

• Maintaining adequate backups of your websites
• Registering and renewing domain names in line with the guidelines of the relevant registry (when you don’t use our Domain Service)
• Domain name changes including setting Name Servers
• Email client configuration
• FTP client configuration
• All scripts or applications in your hosting account, including WordPress

To provide a strong and sustainable hosting option for all our customers we will vigorously stick to this Support Policy. If you require specific WordPress support, you should engage a developer from a service such as WP Neo.

Please note any provision of services or support in this Support Policy is subject to the relevant Service Terms and General Terms. In the event of any conflict or inconsistency between this Support Policy and any provision of the Service Terms or General Terms, the Service Terms and General Terms shall prevail.