Support policy

This Support Policy explains how support is provided by The Hosting Hotel Inc., what assistance is included, and how to get the best outcome when you need help.

1. Scope of Support

Our support is designed to help you successfully use the services you’ve purchased. This includes guidance, clarification, troubleshooting, and assistance with issues directly related to hosting, domains, email, and SSL services provided by us.

Support typically includes:

• Clarifying how services work
• Troubleshooting service-related issues
• Assisting with account, billing, or configuration questions
• Guidance when something isn’t behaving as expected

Support does not include unmanaged services such as custom development, website builds, migrations, or ongoing site management unless explicitly purchased as a separate service.

2. How to Contact Support

• Support tickets: Customers should use the member portal for all account-specific and technical support.
• Public contact form: Available for general questions and pre-sales guidance.
• Phone calls: Available for urgent issues or by scheduled request.

3. Response Hours

• Non-urgent requests are handled Monday–Friday, 9:00am–5:00pm (ET)
• Support tickets can be submitted at any time
• Urgent issues may be handled outside standard business hours when possible

4. What Counts as Urgent

Urgent issues generally include:

• Website or service completely offline
• Email service unavailable for an entire domain
• SSL expiration causing browser warnings
• Security or trust issues affecting access or data
• Billing issues causing immediate service suspension

Urgency is assessed based on impact and context. Labeling a request as urgent does not automatically make it so.

5. Urgency Determination & Availability

Determination of whether an issue is urgent is made by The Hosting Hotel based on service impact, risk, and available context.

While we make reasonable efforts to assist with urgent issues outside standard business hours, availability may be affected by circumstances outside our control, including illness, family emergencies, power or network outages, or lack of service access.

In rare situations where immediate assistance is required and direct availability is limited, a qualified third-party contractor may be engaged to provide temporary support focused on restoring service.

6. Calls and Scheduling

• Urgent issues may be routed to phone support
• Non-urgent calls can be requested and scheduled when helpful
• Most issues are handled more efficiently through tickets

7. Support Philosophy

The Hosting Hotel is intentionally human-operated. Our goal is to provide thoughtful, reliable support without rushing or over-promising.

Clear communication and reasonable expectations help ensure the best experience for everyone.