This Support Policy outlines the scope, availability, procedures, and service levels for technical support provided by XFLAREHOSTING LLC ("Company," "We," "Us," or "Our") for Our hosting services ("Services"). This policy is incorporated by reference into the XFLAREHOSTING LLC Terms of Service ("ToS") available at https://xflarehosting.com/legal/terms.
By using the Services, You agree to the terms of this Support Policy. Capitalized terms used herein but not defined have the meanings given in the ToS.
1. Support Channels and Availability
- Primary Support Channel: The primary method for requesting support is through Our secure ticketing system, accessible via https://xflarehosting.com/support.
- Availability: Our support ticketing system is available 24 hours a day, 7 days a week, 365 days a year for submitting requests.
- Response Times: While requests can be submitted 24/7, response times vary based on the time of day, issue severity, and support queue volume.
- Standard Business Hours (8:00 AM - 12:00 AM EST / 16 hours): We aim for faster initial response times during these hours.
- Technical Support Hours (11:00 AM - 3:00 AM EST / 16 hours): More advanced technical staff are generally available during these extended hours.
- After Hours (Outside Standard/Technical Hours): Support remains available, but responses may be slower. Initial handling may involve AI triage and assessment, with escalation to on-call technicians for critical issues only (see Section 3).
2. Scope of Support
Our support team assists with issues directly related to the hosting infrastructure and core services We provide.
Included in Standard Support (Generally Covered):
- Hardware issues related to Our servers (CPU, RAM, Disk, NIC).
- Network connectivity issues up to Your server/service instance within Our network.
- Power issues related to Our infrastructure.
- Issues with the core functionality of Our control panels (e.g., client area login, basic server start/stop/restart functions provided by Us).
- Assistance with accessing Your server via primary protocols (SSH/RDP, if applicable and accessible).
- Basic questions regarding billing and account management.
- Guidance on using features provided directly within Our control panels.
- Initial diagnosis of service unavailability based on Our monitoring.
Excluded from Standard Support (Generally Not Covered / Best Effort / May Require Paid Support):
- Customer Application/Software Support: Debugging or fixing issues with Your website code (HTML, PHP, Python, JS, etc.), databases, scripts, applications, plugins, themes, or mods.
- Operating System Configuration/Management: Advanced OS configuration, troubleshooting OS-level errors (unless part of a Managed Service plan), installing/updating OS components or software not included in the base service template.
- Third-Party Software Installation/Configuration: Installing, configuring, or troubleshooting third-party software that You install (e.g., specific game server software beyond basic startup, web applications, mail servers).
- Malware/Virus Removal: Cleaning infected websites or servers. We recommend professional security services.
- Data Migration: Migrating websites or data from other providers or between Your services (unless purchased as a separate service).
- DNS Configuration: Configuring DNS records at third-party registrars or DNS providers (though We can provide the necessary record values).
- SEO or Website Optimization: Assistance with search engine optimization or improving website performance beyond server-level issues.
- Customer Network Issues: Troubleshooting problems related to Your local computer, internet connection, or ISP.
- Extensive Customization: Requests requiring significant custom scripting, configuration, or development work.
Managed Services: If You subscribe to a specific "Managed" service plan, the scope of support may be broader as defined in the specific terms of that managed plan.
3. Support Procedures and Severity Levels
- Ticket Submission: All support requests should be submitted via https://xflarehosting.com/support, providing clear details about the issue, affected service, steps to reproduce (if applicable), and any error messages.
- AI Triage (Especially After Hours): Initial support requests, particularly outside standard technical hours, may be processed by an AI system. This system will analyze the issue based on Your description, review relevant monitoring data, gather preliminary diagnostic information, and assign an initial severity level.
- Severity Levels: Issues are prioritized based on their severity and impact:
- Severity 1 (Critical/Urgent): Complete service outage affecting multiple users or core functionality (e.g., server down, network outage impacting a rack/node). Requires immediate attention.
- Severity 2 (High): Significant degradation of service or loss of key functionality impacting business operations, but service is still partially accessible (e.g., intermittent connectivity, control panel errors affecting core tasks). Requires prompt attention during technical support hours.
- Severity 3 (Medium): Minor service degradation, issue affecting a single user or non-critical feature, or request for information/configuration assistance (e.g., performance sluggishness, question about a feature). Addressed during standard business/technical hours.
- Severity 4 (Low): General inquiries, cosmetic issues, feature requests. Addressed during standard business hours.
- User Confirmation: You may be asked to confirm the AI-assigned severity level or provide additional information to help classify the urgency and impact accurately.
- After-Hours Escalation:
- For issues automatically or manually classified as Severity 1 (Critical/Urgent) outside of standard technical support hours, an on-call technician will be automatically alerted for immediate investigation and resolution efforts.
- Issues classified as Severity 2, 3, or 4 submitted after hours will typically be queued for review and response during the next available standard business or technical support hours.
- Complex technical issues (even if initially appearing urgent) identified after hours that require specialized expertise may be partially addressed or stabilized by the on-call technician, but full resolution may be deferred until standard technical support hours when appropriate specialists are available.
- Resolution Efforts: We will use commercially reasonable efforts to respond to and resolve support requests based on their severity level and the time they are received, within the availability constraints outlined in Section 1. Resolution times are not guaranteed and depend on the complexity of the issue.
4. Abuse of Support System
Our support system is designed to assist with legitimate technical issues related to Our Services. Abuse of the system will not be tolerated. This includes:
- Submitting excessive or repetitive tickets for the same non-critical issue.
- Using abusive, threatening, or harassing language towards support staff.
- Intentionally misrepresenting the severity of an issue (e.g., claiming a Severity 1 outage for a minor configuration question) solely to gain faster response times or trigger after-hours alerts unnecessarily.
Consequences for abusing the support system or intentionally misrepresenting issue severity may include, but are not limited to:
- Issuing a formal warning.
- De-prioritization of Your support requests.
- Temporary or permanent suspension of support access.
- Suspension or termination of Your Services in accordance with the ToS.
5. Modifications
We reserve the right to modify this Support Policy at any time. We will indicate changes by updating the "Last Updated" date and posting the revised version on Our website at https://xflarehosting.com/legal/support. Your continued use of the Services after changes become effective constitutes Your acceptance of the revised Support Policy.