Support Policy

• Terms and Conditions of Service
• Acceptable Use Policy
• Support Policy
• Always On Policy

We have 2 support options available to meet your needs. Our Basic support is included with every hosting plan, free of charge. Basic support is designed to meet the needs of clients who are self-sufficient in managing their server. Our Advanced support is available on an as-needed or subscription basis for any customer, while our level 400 VPS accounts and Feng Shui dedicated accounts have Advanced support included free of charge.

Below is a guide to the approximate response times for support requests
opened through our support site:

• Emergency reboot 5 to 20 minutes
• High priority under 2 hours
• Medium priority under 6 hours
• Low priority under 12 hours

We maintain regular backups of all shared hosting and VPS hosting accounts and we will gladly restore your data from backup under the following circumstances:

• On-Demand VPS Backup Restorations - If you need access to the backed-up copy of your site at any time, contact our support department to request a restoration. We will restore a specific file, directory, group of directories, or your entire VPS filesystem at your request. The first on-demand VPS restoration each calendar month will be complimentary; subsequent on-demand VPS restoration events will incur a 15€ restoration retrieval fee. As backup storage space is limited, backup archives older than one week are not retained - on-demand restoration services will only be available for files which existed at the time the last backup was created and within a one week timeframe. We offer cannot offer any guarantee that a recently-created file will exist in our backup system.
• Complimentary VPS and Shared Hosting Backup Restorations - In the unlikely event that a hardware failure affects the data on your VPS or shared hosting account, we will completely restore your data from our backups at no charge. Complimentary restorations do not count as monthly on-demand restoration events and will never incur a retrieval fee.

Note: On-demand backup restoration is not available for shared hosting accounts.

Our expert support team cannot provide free support for every problem you may encounter or create on your dedicated server or VPS. Support issues which are not covered by your plan are billed at a rate of 10€ per request. We will work with you to resolve any issues requiring our assistance or expertise, and will advise you of any applicable charges prior to do doing the work.

Every new customer gets Advanced support included free of charge for their first 10 days. After this introductory period, Advanced support can be added to your plan for only 10€/month.

Our admin team can also provide custom scripting or application installation and configuration work on an as-needed basis for 100€/hour. Contact our sales team with your project requirements to get a quote for these services

Support Area	Basic	Advanced
SERVER
24/7 Reboots:
Troubleshoot Hardware:
Replace Hardware:
OPERATING SYSTEM
Install:
Apply Patches:
Troubleshoot:
Reinstall:*
INSTALL
Apply Patches
Troubleshoot
Configure:	FEE
Reinstall:*
CONTROL PANEL:***
Install:
Apply Patches and Upgrades:
Troubleshoots:
Configure:	FEE
Reinstall:*
APPLICATION SOFTWARE (As per Plan):****
Install:
Apply Patches and Upgrades:
Troubleshoot:	FEE
Configure:	FEE
Reinstall:	FEE
SCRIPTS AND THIRD PARTY SOFTWARE:
Install:	FEE	FEE
Troubleshoot:	FEE	FEE

• * Every plan includes one free restore or re-install per month. This can be used to re-install the OS, Control Panel, or Base System Packages as well.
• ** Includes the base system packages that Feng Shui installs when the server is initially setup, not packages you may choose to install later.
• *** For Plesk and WHM / cPanel VPS or VPS Dedicated servers
• **** Application software included with your VPS or control panel such as fantastico, clientexec, etc.