Technical Support Scope.
This article is to explain the level of support we offer as part of your web hosting account.
We, as your web hosting provider are responsible for providing support for the following issues:
Billing Department
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Any sales or billing issues (upgrading, ordering new services, cancellation, paying your bill, duplicate payment issues and so on).
Technical Support Department
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Any issues related to the actual control panel. This can be either the Customer Portal, cPanel (Web Hosting Control Panel), WHM (Reseller Hosting Control Panel) and SolusVM (VPS Control Panel). These questions can be anything from setting up new email accounts, adding FTP users, rebooting your VPS, re-installing your VPS and so on.
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Any issues related to sending and receiving email (Unable to check your email, issues sending email to people, blacklists and so on).
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Any issues related to FTP or uploading your website to your account.
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Any issues related to installing scripts through our automated script installer (Softaculous).
The following issues are not part of our standard support scope:
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Installing custom software or scripts (Not installed via our automated script installer).
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Installing any kind of third-party plugins.
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Any programming work (HTML changes, PHP, perl or any other programming language).
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Fixing or modifying your script to work on your account.
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Recovering your account from being compromised.
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Plugin and theme configuration for WordPress, Joomla or any other third-party script.
In some cases, we give the extra mile by providing assistance with the installation of some plugins or theme for third-party scripts, but this is as a courtesy and NEVER should be taken or assumed that this is a mandatory task we have to do for you or on your behalf, the installation of any theme, plugin or any modification to your website is your sole responsibility.
If you have any question regarding the functioning of any script, plugin or theme the customer (you) need to contact with the developer of such script, plugin or theme and not NuvaHost.
The support provided by NuvaHost is limited to the server-side. We try our best to help as much as we can, however please remember that we can't understand how every script works or how to fix every script problem. If it's a common problem we've seen in the past, we'll be happy to help you with getting you back on track.
We do offer managed services support for things that fall outside of our support scope though where you will work one-on-one with our senior system administrators to get the issue resolved. Please contact our Billing department by ticket/email for a quote of this service.