At DreamIT Host, we strive to provide exceptional support services to our valued customers. Our support team is committed to resolving critical issues promptly and efficiently.
To ensure the smooth operation of our services and maintain clarity in our support ticketing system, we have established guidelines regarding the types of requests covered under critical support.
Please read this information carefully to understand the conditions that may incur additional fees.
We reserve critical support tickets for issues directly related to our managed services and server infrastructure.
These tickets require immediate attention and focus on resolving service disruptions, server outages, or critical incidents impacting the functioning of your hosting environment.
Issues That Fall within the Scope of Critical Support Tickets
- Server unavailability or downtime.
- Email server problems that prevent sending or receiving emails.
- Database server failures.
- Firewall or security-related incidents.
Exclusions from Critical Support Tickets
There are specific exclusions from our critical support service to maintain the efficiency of our support system and provide fair assistance to all customers. The following issues are not covered under critical support and may incur additional charges:
- WordPress Content or Plugins: Support requests related to content management systems (CMS), WordPress, content editing, theme customisation, plugin configuration, or troubleshooting specific to your website's content.
- End User Applications: Support for end-user applications, including third-party software installed on your hosting account, is not covered under critical support. It includes issues with applications like customer relationship management (CRM) software, e-commerce platforms, or any software your business uses.
- Training or Consultation: Assistance with training on how to use certain features, guidance on best practices, or general consultation regarding website management, design, or development.
- Development or Customisation: Requests for website development or customisation, coding assistance, or any work beyond the scope of our hosting services.
- Self-imposed actions: These include but are not limited to - Incorrect/low hosting resource allocations, changing name servers or DNS records, and deleting files/content, website updates/modifications.
- Email Verification Records: Misconfigured DNS verification records such as SPF/DKIM/DMARC
- 3rd Party Applications/Services: We try our best to accommodate the use of 3rd party applications, however, we are not affiliated and have no control over how they operate. These include but are not limited to:
- Email clients are a personal preference, our scope of support extends to webmail. Any configuration issues or operations caused on an email client level are not covered by our scope of support.
- API connections - We can assist in reviewing why APIs may have issues connecting to the server, however, these requests are not deemed critical.
For support requests outside the scope of critical support, we offer paid support services billed at a rate starting from $220 per hour, billed in 30-minute increments.
These requests will be treated as non-critical, and our support team will provide an estimate of the time required to address your specific request before proceeding with any chargeable work.
We encourage our customers to familiarise themselves with our support ticketing guidelines and to raise critical support tickets only for issues directly impacting the server or managed services. Adhering to these guidelines ensures that our support team focuses on resolving critical incidents promptly and delivering the best possible support experience.
We are committed to providing timely and practical support for critical issues related to our managed services and server infrastructure. By understanding the scope of critical support tickets and the exclusions that apply, you can optimise your experience with our support team.
If you have any questions or require further clarification, please do not hesitate to contact our support team via our ticketing system or our customer service department.
