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Enhanced Support – Terms & Conditions

1. Overview
   The Enhanced Support plan provides proactive care for your hosting and email services, ensuring consistent reliability and security. This package includes up to 1 hour of combined telephone and email support per year, regular maintenance updates, and a commitment to resolve issues within 48 hours wherever possible.

2. Scope of Support

   • Support is provided via telephone and email only.

   • Includes quarterly service reviews to assess performance, security, and resource usage.

   • Covers regular software and system updates to maintain security and ensure your website and email environment remain stable.

   • Assistance applies to services hosted by us, including cPanel management, DNS configuration, server performance, and mail delivery issues.

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

   • Website development, plugin installation, and third-party application configuration are excluded from this plan.

3. Availability

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

   • Enhanced Support customers receive priority response over Free and Standard Support users.

4. Resolution Commitment

   • We aim to resolve all reported issues within 48 business hours of the initial report.

   • Some complex cases may require additional time; in such cases, customers will be kept informed of progress.

   • Resolution times depend on customer cooperation and access to relevant account information.

5. Time Allocation

   • Each hosting account includes 1 hour of Enhanced Support per annual billing period.

   • All investigation, correspondence, and troubleshooting time is deducted from this allowance.

   • Once the allowance is used, further assistance may be billed at our standard hourly support rate.

6. Service Limitations

   • Support is proactive but limited to systems we manage directly.

   • We do not offer guaranteed uptime, on-site visits, or remote access to customer devices under this plan.

   • Backups and data integrity remain the customer’s responsibility unless covered under a separate agreement.

7. Upgrading Support

   • Customers requiring extended support time, out-of-hours coverage, or remote assistance may upgrade to a Business Support Contract, which provides faster response guarantees and expanded support features.