WebSite Hosting Support Print

ESSHOST Technical Support Policy

At ESSHOST, we are committed to delivering reliable and timely technical support to all our clients. To ensure the highest quality of service, we follow the support policy outlined below:

1. Support Channels:

• Support is provided exclusively through our official ticketing system available via the client portal.

• General inquiries may also be handled via email or live chat, but technical issues must be submitted through tickets.

2. Response Time:

• We aim to respond to all support tickets within 24 hours from the time of submission.

• In most cases, issues are addressed much sooner, depending on their complexity and queue volume.

3. Support Hours:

• Our support team is available 24/7 for hosting-related issues.

• Non-urgent requests submitted during weekends or holidays may experience slight delays.

4. Scope of Support:

We provide assistance for:

• Server and hosting issues

• Email configurations and troubleshooting

• DNS and domain-related technical problems

• Website accessibility issues (e.g., server errors)

We do not provide:

• Website design or code debugging

• Third-party software or plugin support outside of the hosting environment

5. Support Prioritization:

• Tickets are prioritized based on severity and impact on service.

  • High Priority: Server down, service inaccessible

  • Medium Priority: Functionality issues

  • Low Priority: General inquiries or minor bugs