TECHNICAL SUPPORT POLICY

The following page outlines the scope and limitation of support for each product that Hosting.ca offers. Because our web hosting service relies on a combination of customer supplied client software and third-party products it is important to define what is supported by our company and what is the responsibility of the customer and/or third-party software vendors.

We Support

Common Services. We actively monitor and ensure that all basic services are working, such as email, DNS, FTP, web serving, and the Control Panel. If you feel a service is not working, we will manually check to make sure it is working as intended from different internet connections as well as well known online checking tools. If any service like DNS is not hosted by Hosting.ca, we may not be able to satisfy our Service Level Agreement.

Server Software. We will maintain and secure all software that resides on a server, such as Apache, IIS, .NET, MySQL, and PHP. We will control and determine the version and configuration of software on our servers. As a result, software we have installed may not always be the latest version available or be compatible with your own software. We do run multiple versions across our network to ensure compatibility with our customers web applications.

Hardware. We will monitor and maintain all of the server hardware. In the event of a hardware failure, we will replace any faulty hardware as soon as possible.

SSL Certificates. We will give a best effort to assist with SSL Certificates not purchased through Hosting.ca. Any Certs purchased through Hosting.ca ill be installed by us and supported upon request. For customer imported certificates, we will need a copy of the customer supplied PFX file, or keys, certificates and neceessary certificate authority files.

Your Responsibility

Internet Training. It is expected that you have a basic understanding of Internet concepts such as DNS, email, and FTP.

Data Backup. You are responsible for maintaining current backups of your data. We maintain our own backups in the event of a disaster based on different schedules with different services. We do not guarantee the availability or restoration of any lost data. For additional backup services, please open a ticket or call us for more information.

DNS Zone Files. A DNS zone file converts your IP address to your domain name. You can modify MX, CNAME, A, TXT, SRV and other records for your domain’s zone file from the Control Panel.

Domain Names. You are responsible for using the supported services provided by your registrar for anything related to your domain name. If you choose not to use our nameservers, you are responsible for modifying your DNS records to point to your IP address, which can change without notification.

Domain Name Change. You can change the domain name associated with your account, however, you are responsible for modifying any and all path names in any scripts or applications to reflect this change.

Email Client Configuration. We can assist you with the most basic settings for an email account with your preferred mail client, such as Microsoft Outlook or Mac Mail.

FTP Client Configuration. We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software. We will do our best to help you make a connection to your account. You are expected to use a secure form of FTP to connect to our servers such as FTPES (FTP Explicit over SSL) or sFTP (Secure FTP). Standard FTP is insecure and transmits your username and password in plain-text which should be avoided. Standard FTP is only available for legacy application requirements.

Scripts & Applications. You are fully responsible for the installation and operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications. You are responsible for maintaining the latest version of any and all scripts and applications. This is a policy we must strictly adhere to.

TECHNICAL SUPPORT FLOW

Support Ticket Method

Step 1. Login To Client Panel. This method will authenticate you as a customer within our system.
Step 2. Create support ticket. You may specify any 3rd party contact so we may also deal with them on your behalf. Please enter in all of the details in the ticket.

Calling for Support Method

Step 1. Login To Client Panel. This method will authenticate you as a customer within our system.
Step 2. Create support ticket. Enter in the details which you need to discuss.
Step 3. Call in, and we can verify based on the ticket number you have created. This is for security purposes.

If you call in without verification, we may be able to give out generic support information to help you. However for more specific account details for security you must create a ticket. We will not be able to look up your account without verification.