Vidensdatabase

Free Support – Terms & Conditions

1. Overview
   This support level provides customers with up to 30 minutes of complimentary telephone and email support per year, included with selected hosting packages.

2. Scope of Support

   • Support is limited to telephone and email communication only.

   • Assistance is provided for issues directly related to the hosting services we supply, such as server availability, control panel access, DNS settings, and basic email configuration guidance.

   • Support does not include logging into customer computers, devices, or third-party systems under any circumstances.

   • We do not provide direct assistance with website coding, software installation, or third-party applications.

3. Availability

   • Telephone and email support are available during our standard business hours (Monday to Friday, 9:00am–5:00pm, excluding public holidays).

   • Support outside these hours is not included within this plan.

4. Time Allocation

   • Each hosting account is entitled to 30 minutes of combined telephone and email support per annual billing period.

   • Time spent investigating, corresponding, or troubleshooting will be deducted from this allowance.

   • Once the 30-minute allowance is used, further assistance may be offered at our standard hourly support rate.

5. Service Limitations

   • Support is provided on a best-effort basis with no guaranteed response or resolution times.

   • Customers are encouraged to make use of our online documentation and guides for common setup queries.

   • We reserve the right to determine whether an issue falls within the scope of this plan.

6. Upgrading Support

   • Customers requiring extended support, remote assistance, or priority response may upgrade to a Business or Premium Support Contract, which provides enhanced access and response guarantees.