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13.2. Scope of free technical support

13.2.1. We provide free technical support and ‘Guidance’ for issues related to our hosting platforms and features:  

  • Issues related to the functioning and functionality of any of our Services, including issues you report related to the uptime and stability of our Services;
  • Issues related to the proper functionality of Eupport User Area, including tools and features provided by Eupport, such as auto-update services, caching, staging, integration for currently supported SSL certificates, daily backup, control panels, CDN and other;
  • Assistance related to settings and proper usage of the tools and features provided by us;
  • Inquiries related to the registration, renewal, and transfer of domains to us, DNS or WHOIS updates. For issues related to domain transfer from Eupport to another hosting provider or registrar, our support is limited to make sure the domain is transferable per the requirements for the respective domain extension.

13.3. Issues outside the scope of free technical support

13.3.1. Certain issues are outside the scope of our free technical support:

  • Issues related to the installation of third-party scripts/applications not provided by Eupport;
  • Website related inquiries such as coding issues, database optimizations, benchmark tests, installation of new software on the server, changing the current setup of your servers, etc.;
  • Issues related to web design, web development and/or customization;
  • Inquiries related to the functioning of scripts, optimizations, SEO services, themes or extensions;
  • Website security audits and malicious code clean-up issues.

13.3.2. If you request technical support for issues outside the scope of our free technical support services, we may provide you with assistance at our own discretion, subject to availability and additional fees. We will inform you, and receive your consent, prior to charging you for technical support. Fees for technical support must be paid in advance via any hosting package with ‘Guidance’.

 

13.4 Scope of ‘Guidance’, our Paid Technical Support

13.4.1. We provide ‘Guidance’ for issues related to our hosting platforms and features:

  • Issues related to the functioning and functionality of any of our Services, including issues you report related to the uptime and stability of our Services;
  • Issues related to the proper functionality of Eupport User Area, including tools and features provided by Eupport, such as auto-update services, caching, staging, integration for currently supported SSL certificates, daily backup, control panels, CDN and other;
  • Assistance related to settings and proper usage of the tools and features provided by us;
  • Inquiries related to the registration, renewal, and transfer of domains to us, DNS or WHOIS updates. For issues related to domain transfer from Eupport to another hosting provider or registrar, our support is limited to make sure the domain is transferable per the requirements for the respective domain extension.
  • Issues related to the installation of third-party scripts/applications provided by Eupport;
  • Website related inquiries such as coding issues (HTML, CSS, PHP, JS and SQL), database optimizations, and installation of new software on the server.
  • Advice on issues related to web design, web development and/or customization;
  • Inquiries related to SEO services.

13.4.2. Certain issues are outside the scope of ‘Guidance’:

  • Issues related to the installation of third-party scripts/applications not provided by Eupport;
  • Website related inquiries such as benchmark tests, changing the current setup of your servers, etc.;
  • Issues related to web design, web development and/or customization;
  • Inquiries related to the functioning of scripts, optimizations, themes or extensions;
  • Website security audits and malicious code clean-up issues.

13.4.3. If you request technical support for issues outside the scope of our ‘Guidance’ support services, we may provide you with assistance at our own discretion, subject to availability and additional fees. We will inform you, and receive your consent, prior to charging you for technical support. Fees for technical support must be paid in advance via any hosting package with ‘Guidance’.