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HOSTLIFE Technical Support Policy

1. General Provisions

1.1. HOSTLIFE technical support is intended to assist customers with the operation and use of services provided by HOSTLIFE. Support is provided within the scope of tasks defined by this Policy, the terms applicable to the relevant services, and published service plan descriptions.

1.2. Before contacting technical support, customers are encouraged to review the available documentation, guides, and frequently asked questions in the HOSTLIFE FAQ section. If the issue relates to a specific guide or third-party software, customers are encouraged to include a link to the relevant documentation and describe the steps already taken.

1.3. Issues that are not directly related to services provided by HOSTLIFE fall outside the scope of standard technical support. Whether a particular request falls within the competence of the support team is determined with regard to this Policy, the nature of the service, and the applicable service terms.

1.4. HOSTLIFE does not provide website development, modification or maintenance, web design, custom software development, or training in the use of third-party software and systems as part of standard technical support.

2. Scope of Support

2.1. Tasks handled by technical support

Within the scope of the services provided, HOSTLIFE technical support handles the following issues:

• Diagnosing and resolving failures of system services on shared hosting servers, including web servers, mail services, databases, DNS, FTP, and other components of HOSTLIFE infrastructure.
• Diagnosing and resolving issues with virtualization infrastructure, hypervisors, and other components supporting VPS/VDS services.
• Diagnosing network availability, routing, and connectivity issues affecting access to HOSTLIFE infrastructure.
• Providing guidance on the use of services, available features, parameters, and settings included in the relevant service plan.
• Providing information about service status, known technical issues, and scheduled maintenance.
• Taking necessary technical measures to maintain the stability and security of HOSTLIFE's shared infrastructure, including temporarily restricting individual services when they pose a threat to their own stability or the operation of services provided to other customers.
• Notifying customers about significant service changes, maintenance activities, and other events that directly affect service delivery.

Where necessary, HOSTLIFE may involve other technical teams and specialists in handling a request.

2.2. Tasks outside the scope of standard technical support

Unless expressly included in a service plan, additional service, or separate agreement, technical support does not perform the following tasks:

• Operations that customers can perform themselves through the client area, billing panel, or service control panel.
• Administration and configuration of third-party services and platforms that are not part of HOSTLIFE services.
• Configuration of software, operating systems, or equipment on the customer's personal devices.
• Development, modification, debugging, or maintenance of websites, scripts, applications, databases, and other customer software.
• Troubleshooting and fixing source code errors or configuring CMS platforms, plugins, modules, and third-party applications, unless such work is included in a purchased additional service.
• Training customers to use operating systems, control panels, software, or third-party services.
• Tasks requiring access to internal systems or accounts of third-party providers, unless such tasks are included in a HOSTLIFE service.

For VPS/VDS and dedicated servers, customers are responsible for operating system administration, software installation and configuration, account management, and the security of their applications and data, unless otherwise provided by a purchased additional service or separate agreement.

HOSTLIFE provides support for its own infrastructure and equipment within the provider's scope of responsibility.

2.3. Additional server administration services

HOSTLIFE may offer additional services for server administration, configuration, and maintenance. The scope of work, available support options, and service conditions are defined in the description of the relevant service and in any separate agreements.

Work included in a purchased additional service is not subject to the limitations on standard technical support set out in Section 2.2 of this Policy.

2.4. Restrictions and special circumstances

To maintain the stability of its infrastructure, HOSTLIFE may apply technical restrictions and other measures in circumstances provided for by the Terms of Service, Acceptable Use Policy (AUP), and applicable law.

In cases involving prohibited content, abuse, security threats, or violations of service usage rules, the provisions of the AUP and Terms of Service apply. Such matters are outside the scope of this Policy.

3. Submission and Handling of Customer Requests

3.1. Official requests to standard technical support must be submitted through the HOSTLIFE ticket system available in the customer's account. Additional communication channels may be available for certain extra services, as specified in the description of the relevant service.

3.2. When submitting a request, customers should describe the issue in as much detail as possible, identify the affected service, specify when the issue occurred, describe the steps already taken, and attach error messages, logs, or other information that may assist with diagnosis.

3.3. Requests are handled with regard to their order of receipt, the nature and complexity of the issue, its impact on service availability, and the overall workload of the support team. Critical incidents affecting infrastructure availability or a significant number of customers may be given priority.

3.4. Response and resolution times depend on the nature and complexity of the issue, the need to involve other specialists or providers, and whether the customer has supplied the necessary information.

Unless specific response or resolution time guarantees are provided for a particular service, this Policy does not establish guaranteed response or resolution times.

3.5. To investigate a request, technical support may ask the customer to provide additional information, diagnostic data, or perform actions necessary to verify the issue.

3.6. Responses to standard and frequently asked questions may be provided as links to the HOSTLIFE FAQ, guides, documentation, or publicly available materials from third-party developers.

3.7. Customers must communicate with HOSTLIFE employees in a professional and respectful manner. In cases of insults, threats, use of abusive language, or systematic misuse of support channels, HOSTLIFE may restrict the relevant communication channel, require communication exclusively in writing, or designate a single communication channel.

Such restrictions do not, in themselves, constitute grounds for terminating paid services. Suspension or termination of services is permitted only on separate grounds provided for by the Terms of Service, AUP, or applicable law.

4. Additional Information

4.1. HOSTLIFE reserves the right to amend or supplement this Policy. The current version is published on the official HOSTLIFE website.

4.2. The use of HOSTLIFE services and interaction with technical support are subject to this Policy, the Terms of Service, and other applicable HOSTLIFE documents.

4.3. This Policy defines the procedures and scope of standard technical support and does not replace the terms applicable to individual services, published SLAs, or separate agreements between HOSTLIFE and the customer.