Customer Service Policy

Hostwover aims to provide professional, helpful, secure, and practical customer support.

This Policy explains:

• how support may be requested.
• what support generally includes.
• how requests are prioritized.
• what information Customers should provide.
• account-verification requirements.
• support limitations.
• escalation procedures.
• third-party service dependencies.
• Customer responsibilities; and
• how support-related information is handled.

This Policy may apply to customer-service requests involving:

• domain registration.
• domain transfers.
• domain renewals.
• DNS.
• web hosting.
• shared hosting.
• VPS.
• VDS.
• virtual servers.
• professional email.
• business email.
• Google Workspace.
• SSL-related services.
• Hostwover accounts.
• billing.
• payments.
• renewals.
• provisioning.
• APIs.
• AI functionality.
• account dashboards.
• technical configuration; and
• other Hostwover Services.

Hostwover seeks to provide support that is:

• respectful.
• practical.
• technically accurate.
• security-conscious.
• transparent.
• proportionate to the issue; and
• appropriate to the Customer's Service.

Hostwover will make commercially reasonable efforts to assist Customers within the scope of the applicable Service.

Support requests may generally be submitted through available electronic support channels at any time.

A statement that support is available 24/7 means that Customers may access or submit requests through the available support system at any time unless otherwise stated.

It does not mean that:

• every support channel is continuously staffed.
• every request receives an immediate human response.
• every issue can be immediately resolved.
• every upstream provider is available continuously; or
• all support requests receive identical response times.

Depending on availability, Hostwover may provide customer service through:

• the Hostwover account or support dashboard.
• support tickets.
• email.
• website support interfaces.
• live chat where available.
• automated support tools.
• AI-assisted support.
• service notifications; or
• other communication channels published by Hostwover.

Not every support channel is available for every Service or issue.

General Customer support may be requested through:

Hostwover Support

Email: [email protected]

Website: hostwover.com

Where an authenticated support portal is available, Customers are encouraged to use it for account-specific matters.

Hostwover may require sensitive account or Service requests to be submitted through an authenticated Hostwover account.

This helps Hostwover verify that the requester is authorized to manage the affected Service.

Hostwover may create a support ticket for a Customer request.

Tickets may contain:

• Customer messages.
• account information.
• Service information.
• troubleshooting information.
• screenshots.
• logs.
• technical diagnostics.
• Hostwover responses.
• provider communications; and
• resolution information.

Customers should retain the ticket or case reference associated with a support request.

When following up, providing the existing ticket reference helps avoid duplicate investigations.

Submitting repeated requests concerning the same issue through multiple channels may delay handling rather than accelerate it.

Hostwover may combine duplicate requests into one support case.

General Hostwover support may include reasonable assistance with:

• account access.
• Hostwover account settings.
• orders.
• billing.
• payments.
• renewals.
• provisioning.
• domain management.
• basic DNS configuration.
• hosting access.
• control-panel access.
• VPS or VDS provisioning.
• professional email setup.
• Google Workspace provisioning.
• service status.
• basic troubleshooting; and
• issues directly related to Hostwover Services.

Hostwover may provide assistance concerning:

• invoices.
• payments.
• failed payments.
• renewal charges.
• billing cycles.
• order status.
• service pricing.
• account balance.
• applicable discounts.
• taxes.
• refunds where applicable; and
• billing-related errors.

Domain-related customer service may include reasonable assistance with:

• registration status.
• transfers.
• renewal.
• expiration.
• nameservers.
• DNS.
• domain verification.
• contact verification.
• transfer authorization procedures.
• registrar-related status information; and
• escalation to the upstream registrar where appropriate.

Hostwover may provide domain services through an upstream registrar or other domain provider.

Some domain operations therefore require action by:

• the sponsoring registrar.
• domain registry.
• registry operator.
• ICANN-related process; or
• another provider.

Hostwover cannot guarantee immediate completion of actions controlled by those parties.

Hostwover may assist with basic DNS configuration for Services it supports.

This may include guidance concerning:

• A records.
• AAAA records.
• CNAME records.
• MX records.
• TXT records.
• SPF.
• DKIM.
• DMARC.
• nameservers; and
• verification records.

Hostwover does not guarantee immediate DNS propagation.

DNS changes may take time to become visible across internet resolvers.

Hostwover support cannot force third-party DNS caches, recursive resolvers, internet providers, registries, or external DNS systems to update immediately.

Web Hosting support may include reasonable assistance with:

• hosting account provisioning.
• control-panel access.
• domain connection.
• DNS.
• SSL activation.
• hosting configuration.
• service availability.
• supported runtime settings.
• email configuration where included; and
• Hostwover-controlled infrastructure issues.

Unless expressly included in the purchased Service, general hosting support does not include unlimited:

• website development.
• website redesign.
• custom programming.
• application development.
• bug fixing in Customer code.
• theme customization.
• plugin development.
• database development; or
• business-specific software development.

Hostwover may offer such services separately where available.

Hostwover may provide reasonable guidance concerning commonly used website software.

However, Hostwover does not guarantee support for every:

• CMS.
• plugin.
• theme.
• framework.
• application.
• script.
• library; or
• third-party integration.

The developer or vendor of the third-party software may need to provide specialized assistance.

VPS support generally covers the Hostwover-provided Service and infrastructure according to the applicable VPS Agreement.

Depending on the plan, this may include assistance concerning:

• provisioning.
• power state.
• network allocation.
• server access information.
• reinstall functionality.
• service availability.
• snapshots or recovery features where included.
• billing; and
• infrastructure-related issues.

Unless a managed-service feature expressly states otherwise, VPS Customers are responsible for administration of their operating system and installed software.

General VPS support does not automatically include unlimited:

• Linux administration.
• Windows administration.
• server hardening.
• application deployment.
• database administration.
• web-server optimization.
• firewall design.
• debugging Customer software.
• DevOps implementation; or
• ongoing server management.

VDS support generally covers Hostwover-provided infrastructure and Service functionality according to the applicable VDS Agreement.

Customers remain responsible for administration of their own operating environment unless management services are specifically included.

Where the Customer has root, administrator, or equivalent access, the Customer is responsible for changes made using that access.

Hostwover cannot guarantee recovery from configuration changes made by the Customer.

Professional Email support may include reasonable assistance with:

• mailbox provisioning.
• mailbox status.
• password-reset procedures.
• storage allocation.
• DNS requirements.
• MX configuration.
• SPF.
• DKIM.
• supported mail-client settings.
• billing; and
• provider-side issues.

Hostwover may assist with troubleshooting email delivery.

However, Hostwover cannot guarantee that every message will:

• reach the recipient inbox.
• avoid spam filtering.
• be accepted by the recipient mail server.
• avoid third-party reputation filtering; or
• be delivered within a specific period.

Email delivery depends partly on external systems beyond Hostwover's control.

For Google Workspace purchased through Hostwover, support may include reasonable assistance with:

• subscription provisioning.
• licensing.
• billing.
• domain verification.
• reseller-related matters.
• basic DNS setup.
• subscription status; and
• escalation of qualifying provider-side issues.

Google operates the Google Workspace platform.

Some issues may require action from Google or the applicable upstream provider.

Hostwover cannot directly modify or override all:

• Google security controls.
• account enforcement decisions.
• Google outages.
• Google product functionality.
• Google administrative restrictions; or
• Google infrastructure behavior.

Where Hostwover offers migration assistance, the exact scope may depend on the Service and migration type.

Migration may involve:

• websites.
• databases.
• email.
• DNS.
• files; or
• other supported content.

Migration may be affected by:

• source-provider restrictions.
• source credentials.
• data size.
• unsupported formats.
• corrupted data.
• API limits.
• application compatibility.
• third-party restrictions.
• source-server availability; or
• Customer configuration.

Successful migration is not guaranteed unless expressly stated in a separate agreement.

Support may assist with backup or recovery functionality where included with the purchased Service.

Customers remain responsible for maintaining appropriate independent backups unless the applicable Service expressly provides otherwise.

Hostwover does not guarantee that deleted, corrupted, overwritten, or lost Customer data can always be recovered.

The availability of recovery depends on:

• the Service.
• available backups.
• snapshot status.
• retention periods.
• provider systems; and
• the nature of the incident.

Hostwover may prioritize requests based on their impact and urgency.

A higher priority generally means Hostwover may review the issue before lower-impact requests.

Priority does not itself guarantee a specific resolution time.

A request may be treated as critical where there is evidence of a serious active issue such as:

• widespread Service unavailability.
• significant Hostwover infrastructure failure.
• major security compromise.
• inability of many users to access a production Service.
• serious data-security event; or
• another comparable high-impact incident.

A request may be treated as high priority where:

• a production Service is substantially impaired.
• a major feature is unavailable.
• email service is materially disrupted.
• a domain-related problem significantly affects an active Service; or
• another serious issue substantially affects the Customer's use of a Service.

Normal-priority requests may include:

• configuration questions.
• ordinary technical troubleshooting.
• billing inquiries.
• minor Service issues.
• DNS assistance.
• general account assistance; and
• other issues that do not cause substantial Service failure.

Lower-priority requests may include:

• general information.
• feature questions.
• non-urgent configuration advice.
• suggestions.
• documentation questions; or
• other requests that do not materially affect Service operation.

Hostwover may change a ticket's priority after reviewing the actual technical impact.

A Customer's description of an issue as "urgent" does not automatically make the issue a critical incident.

Hostwover seeks to respond to support requests within a commercially reasonable period based on:

• severity.
• ticket volume.
• complexity.
• required verification.
• Service type.
• staffing.
• upstream-provider involvement; and
• other relevant circumstances.

Unless expressly stated in an applicable Service Level Agreement, Hostwover does not guarantee a specific initial-response time.

Initial response and final resolution are different.

A support agent may acknowledge or begin investigating an issue before the issue can be fully resolved.

Resolution may depend on:

• troubleshooting.
• Customer cooperation.
• reproduction of the issue.
• third-party providers.
• DNS propagation.
• software vendors.
• registrars.
• registries.
• data centers.
• cloud providers.
• email providers.
• payment providers; or
• other external factors.

Hostwover does not promise that all support issues will be resolved within a fixed period.

Some issues can be resolved quickly, while others may require extended investigation or third-party action.

Where a specific Service includes a formal Service Level Agreement ("SLA"), the applicable SLA governs qualifying service-availability commitments and service credits.

General customer-support statements do not create an SLA unless expressly identified as such.

For issues requiring extended investigation, Hostwover may provide updates when:

• meaningful progress occurs.
• additional information is required.
• a provider responds.
• the issue changes materially; or
• a resolution becomes available.

Hostwover is not required to send repetitive updates where no meaningful new information is available.

Customers should provide enough information for Hostwover to understand and investigate the issue.

Useful information may include:

• affected Service.
• domain.
• server identifier.
• order number.
• invoice number.
• relevant URL.
• error message.
• time of occurrence.
• steps to reproduce.
• screenshots.
• logs.
• browser or device information; and
• recent configuration changes.

Customers should provide accurate and complete information when requesting support.

Incorrect or incomplete information may delay investigation or cause incorrect troubleshooting.

For technical problems, Customers should provide clear steps showing how the issue can be reproduced where possible.

This may significantly improve Hostwover's ability to diagnose the problem.

Screenshots may be useful for identifying interface errors or unexpected behavior.

Customers should remove or conceal unnecessary sensitive information before submitting screenshots.

Hostwover may request relevant logs where necessary to diagnose:

• application errors.
• network problems.
• server issues.
• email problems.
• authentication problems; or
• security incidents.

Customers should provide only information reasonably relevant to the support request.

Customers must not send passwords by email or support ticket unless an authorized Hostwover support workflow specifically and securely requires temporary credentials.

Hostwover personnel should not require Customers to disclose the password to their Hostwover account.

Customers should not send unnecessary:

• SSH private keys.
• API secrets.
• payment-card numbers.
• recovery codes.
• authentication tokens.
• database passwords; or
• other sensitive credentials.

Where temporary access is necessary, a safer temporary or restricted credential should be used where technically possible.

Where troubleshooting genuinely requires access to a Customer-controlled system, Hostwover may ask the Customer to create temporary credentials.

Customers should revoke or change temporary credentials after the support work is completed.

Hostwover may require verification before performing security-sensitive actions.

Verification may be required for:

• account recovery.
• email-address changes.
• billing changes.
• domain transfers.
• administrator recovery.
• ownership disputes.
• disclosure of account information.
• cancellation of sensitive Services; or
• other high-risk actions.

Verification may involve one or more reasonable methods, including:

• authenticated account access.
• confirmation through the registered email address.
• order information.
• billing information.
• domain verification.
• account-security checks; or
• additional evidence appropriate to the request.

Hostwover may refuse or delay a requested account action if the requester cannot sufficiently demonstrate authorization.

Protecting the account from unauthorized access takes priority over convenience.

Customers may authorize employees, developers, administrators, or other representatives to communicate with Hostwover where supported.

The Customer remains responsible for access granted to those persons.

Hostwover may require confirmation from the account owner before allowing an additional person to make security-sensitive or billing-sensitive changes.

Customers are responsible for removing access from employees, contractors, or administrators who are no longer authorized.

Hostwover is not responsible for actions performed by a person who retained valid Customer-issued credentials unless Hostwover caused the unauthorized access.

Hostwover may assist with account recovery when appropriate verification requirements are satisfied.

Recovery procedures are designed to protect against unauthorized account takeover.

Hostwover may decline a support request if fulfilling it would create an unreasonable:

• security risk.
• privacy risk.
• fraud risk.
• account-takeover risk; or
• legal risk.

Hostwover personnel may need limited access to relevant technical systems or information in order to provide support.

Such access should be limited to what is reasonably necessary for the support purpose.

By requesting troubleshooting that reasonably requires examination of Customer-controlled data or configuration, the Customer authorizes Hostwover to access the information necessary to perform that requested support activity, subject to applicable privacy and security requirements.

Support communications may contain personal information.

Hostwover processes such information in accordance with the Hostwover Privacy Policy and applicable law.

Hostwover may retain support tickets and related records for purposes including:

• providing support.
• maintaining service history.
• security.
• quality assurance.
• training.
• dispute resolution.
• fraud prevention.
• legal compliance; and
• improving Services.

Customers should avoid providing personal or confidential information that is not necessary for the support request.

Customers must not send complete payment-card numbers, card security codes, or other prohibited cardholder data through ordinary support communications.

Some Hostwover Services depend on third-party providers.

Hostwover may need to communicate with an upstream provider when investigating a Customer issue.

Where appropriate, Hostwover may escalate a case to:

• a registrar.
• registry.
• infrastructure provider.
• cloud provider.
• data center.
• email provider.
• software provider.
• Google.
• payment provider; or
• another relevant service provider.

Hostwover may share information reasonably necessary for an upstream provider to investigate the issue.

Hostwover will handle such information in accordance with applicable privacy requirements.

Hostwover cannot guarantee the response or resolution time of an external provider.

An upstream provider's delay does not necessarily mean Hostwover has stopped working on the issue.

Hostwover cannot always override decisions made independently by third-party providers.

Examples may include:

• domain registry actions.
• registrar restrictions.
• Google account enforcement.
• payment-provider decisions.
• IP blocklists.
• external mail filtering; or
• third-party application policies.

Hostwover support does not automatically include troubleshooting every third-party service used by a Customer.

Where an issue originates solely from a third party, Hostwover may advise the Customer to contact that provider directly.

The Customer is responsible for software, applications, scripts, and code installed or deployed by the Customer unless the applicable Service expressly includes management of that software.

Hostwover may decline deep troubleshooting of:

• obsolete software.
• end-of-life operating systems.
• unsupported plugins.
• unauthorized software.
• pirated software.
• unsupported custom applications; or
• systems whose configuration prevents reasonable diagnosis.

Hostwover support may provide limited guidance related to Service configuration.

Support does not automatically include writing, reviewing, debugging, or maintaining Customer application code.

Unless expressly included, Hostwover support does not provide ongoing administration of Customer-managed databases.

Customers remain responsible for:

• queries.
• schema design.
• application data.
• indexes.
• access permissions.
• backups; and
• optimization

within Customer-managed environments.

Hostwover may provide general security guidance.

Unless expressly included in a managed service, comprehensive security hardening of a Customer-controlled VPS, VDS, application, or website remains the Customer's responsibility.

Hostwover may assist in identifying an infected Service where practical.

Full malware investigation, forensic analysis, website cleanup, or server remediation is not automatically included unless specifically offered as part of the Service.

Customers experiencing attacks should provide relevant information where available.

Hostwover may apply available protections or coordinate with infrastructure providers, but no security measure can guarantee protection against every attack.

When Hostwover becomes aware of a significant Service incident, Hostwover may communicate through:

• support tickets.
• account notifications.
• email.
• status pages.
• website notices; or
• other appropriate channels.

Where a Customer's issue is part of a known platform-wide incident, Hostwover may associate the ticket with that incident rather than independently reproducing the same investigation for every Customer.

Hostwover or its providers may perform planned maintenance.

Where appropriate and reasonably practicable, Customers may receive advance notice of maintenance expected to materially affect a Service.

Emergency maintenance may sometimes be necessary without advance notice to:

• address security vulnerabilities.
• prevent infrastructure failure.
• mitigate abuse.
• restore service; or
• protect Customers.

Customers are responsible for reasonably cooperating with troubleshooting.

This may include:

• responding to questions.
• providing requested logs.
• performing recommended tests.
• confirming configuration.
• maintaining valid contact information.
• securing credentials.
• applying necessary updates; and
• providing appropriate system access where required.

Hostwover may be unable to continue an investigation where the Customer does not provide information reasonably necessary to diagnose the issue.

A ticket may be placed on hold or closed if required information is not supplied.

Customers should inform Hostwover of relevant configuration changes made shortly before an issue occurred.

Changes may include:

• DNS modifications.
• application deployments.
• firewall changes.
• password changes.
• software updates.
• server configuration changes.
• plugin installations; or
• account-permission changes.

Customers should avoid making unnecessary major configuration changes during troubleshooting unless requested or clearly documented.

Untracked changes can make technical diagnosis more difficult.

Before performing significant Customer-controlled changes, Customers should maintain appropriate backups where possible.

Where Hostwover is authorized to make configuration changes during support, Hostwover will use reasonable care.

However, technical intervention may involve inherent risks, particularly in Customer-managed systems.

Customers should maintain suitable backups.

Hostwover expects respectful communication between Customers and support personnel.

Disagreement, complaints, and criticism are permitted.

However, Customers must not use support channels for:

• credible threats.
• unlawful harassment.
• abusive flooding.
• discriminatory abuse.
• malicious impersonation; or
• other conduct prohibited by Hostwover policies.

Hostwover may restrict access to a particular support channel where a person repeatedly:

• floods tickets.
• sends automated spam.
• submits knowingly false information.
• threatens personnel.
• attempts social engineering.
• abuses support systems; or
• materially interferes with Hostwover's ability to assist other Customers.

Where practical, Hostwover may preserve another reasonable communication method for legitimate account matters.

Customers must not attempt to manipulate Hostwover personnel into bypassing:

• authentication.
• identity verification.
• security procedures.
• payment protections.
• account ownership requirements; or
• other security controls.

A support agent may assist within the authority granted to that role.

Certain actions may require escalation to:

• billing personnel.
• technical specialists.
• security teams.
• administrators.
• management.
• legal or compliance personnel; or
• upstream providers.

A support request may be escalated where:

• specialized technical expertise is required.
• the issue remains unresolved after reasonable troubleshooting.
• provider involvement is required.
• security risk exists.
• billing investigation is required.
• policy interpretation is necessary; or
• another higher-level review is appropriate.

Escalating a request does not necessarily mean the issue is critical.

Escalation may simply mean that a different team or provider has the necessary capability to continue the investigation.

Customers may request reasonable review of a support matter where they believe:

• a material issue remains unresolved.
• support procedures were incorrectly applied; or
• an important factual issue was overlooked.

A request for management review does not guarantee a different outcome.

Customer-service complaints may be submitted to Hostwover Support.

Customers should identify:

• the relevant ticket.
• Service.
• issue.
• previous response.
• reason for dissatisfaction; and
• desired resolution.

Hostwover may review:

• prior communications.
• technical records.
• Customer statements.
• account activity.
• provider information.
• applicable policies; and
• available remedies.

Billing disputes should be reported promptly.

The Customer should identify the affected:

• invoice.
• order.
• transaction.
• Service; and
• disputed amount.

Refund requests are handled under the applicable Hostwover Refund Policy, Terms of Service, product agreement, and applicable law.

A support agent's attempt to troubleshoot an issue does not itself create or remove a refund entitlement.

Customers are encouraged to contact Hostwover regarding disputed charges before initiating a payment chargeback where practical.

A chargeback does not automatically determine whether the underlying Service charge was valid.

Support may assist with cancellation where the relevant Service permits it.

Customers remain responsible for understanding the difference between:

• disabling automatic renewal.
• cancelling future renewal.
• terminating an active Service; and
• ending an existing commitment.

Hostwover may assist Customers with:

• renewal dates.
• automatic renewal.
• failed renewal.
• payment methods.
• renewal status; and
• applicable renewal pricing.

Recovery of expired Services may depend on the product.

For example:

• domains may enter renewal or redemption stages.
• hosting may be suspended.
• email may become inaccessible.
• Workspace services may be suspended; or
• server data may eventually be deleted.

Support cannot guarantee recovery after expiration.

Customers are responsible for maintaining an accurate, monitored contact email address.

Hostwover may send important notifications concerning:

• renewal.
• payment.
• security.
• service status.
• domain verification.
• account access.
• abuse.
• suspension; or
• support cases.

Hostwover may provide support in one or more languages depending on staff and channel availability.

Availability of translated website content does not guarantee real-time support in every language at all times.

Where a complex technical or legal issue is handled in more than one language, terminology may differ slightly.

Hostwover may use the English version of applicable legal terms where necessary to avoid ambiguity.

Hostwover may use artificial intelligence or automated systems to:

• answer common questions.
• classify requests.
• suggest troubleshooting.
• retrieve relevant documentation.
• summarize tickets.
• route requests; or
• assist support personnel.

Automated or AI-generated support may contain errors or incomplete information.

Customers should not rely solely on automated guidance for actions that may materially affect:

• data.
• production infrastructure.
• billing.
• security.
• domain ownership; or
• legal rights.

Hostwover may provide human review where appropriate and available.

Hostwover may automatically categorize or prioritize support requests.

Automated classification may be corrected after human review where appropriate.

Hostwover may publish:

• tutorials.
• documentation.
• FAQs.
• knowledge-base articles.
• setup guides.
• troubleshooting guides; and
• status information.

Customers may be directed to relevant documentation where it adequately addresses the issue.

Certain actions may be designed for Customer self-service through the Hostwover dashboard.

These may include:

• password resets.
• DNS changes.
• renewals.
• server actions.
• billing settings.
• account preferences; or
• service configuration.

Support may direct the Customer to use the relevant self-service function.

Support for experimental, preview, beta, or early-access functionality may be limited.

Such functionality may change without the same support commitments applicable to generally available Services.

Hostwover may decline requests that would require Hostwover to:

• violate applicable law.
• violate a provider agreement.
• bypass security controls.
• access another Customer's information.
• perform unauthorized system access.
• disclose confidential information.
• circumvent licensing restrictions.
• assist abuse; or
• perform an action outside Hostwover's technical authority.

Customer service does not provide legal advice.

Support personnel may explain Hostwover policies and product procedures but cannot provide professional legal advice concerning a Customer's individual circumstances.

Hostwover support may explain taxes charged on a Hostwover order.

Hostwover does not provide tax advice regarding a Customer's independent tax obligations.

Customer service does not provide financial or investment advice.

Hostwover may provide information about Service features or available documentation.

Customers remain responsible for determining whether a Service satisfies their specific:

• regulatory.
• privacy.
• security.
• industry.
• contractual; or
• compliance requirements.

Hostwover may review support interactions for:

• quality assurance.
• technical accuracy.
• security.
• training.
• process improvement; and
• Customer experience.

Hostwover may invite Customers to provide feedback about support experiences.

Feedback may be used to improve:

• documentation.
• products.
• support workflows.
• training; and
• customer-service quality.

Hostwover will consider reasonable Customer requests but cannot guarantee that the specific outcome requested by the Customer will always be technically, contractually, legally, or commercially available.

Hostwover may recommend troubleshooting steps based on the information reasonably available at the time.

Technical troubleshooting can involve uncertainty, and a suggested step does not guarantee resolution.

Support may provide information concerning current Hostwover features.

Services, interfaces, providers, and functionality may change over time in accordance with applicable agreements.

A Customer whose Service is suspended may still contact Hostwover regarding:

• billing.
• account verification.
• remediation.
• abuse.
• restoration requirements; or
• another appropriate administrative matter.

Suspension does not guarantee that every Service feature remains accessible.

Reports of prohibited activity are handled primarily under the Hostwover Abuse Handling Policy and Acceptable Use Policy rather than as ordinary Customer-service tickets.

Support may route such cases to the appropriate abuse or security process.

Security incidents may be handled separately from ordinary technical support due to their sensitivity and urgency.

Hostwover may restrict the information disclosed while an investigation is active.

Formal requests involving privacy rights may be handled under the Hostwover Privacy Policy and applicable privacy procedures.

Ordinary customer-support personnel may route such requests to the appropriate process.

Customer support does not decide complex disputes concerning legal ownership of a domain.

Such disputes may need to be handled through:

• the sponsoring registrar.
• registry procedures.
• UDRP or another applicable domain dispute process.
• court proceedings; or
• another legally recognized process.

Support personnel do not ordinarily adjudicate complex copyright or trademark disputes.

Such matters may be routed through the applicable abuse, legal, or provider process.

When an upstream provider experiences an outage, Hostwover may:

• investigate.
• confirm the impact.
• communicate available information.
• escalate where appropriate; and
• monitor restoration.

Hostwover cannot directly repair infrastructure controlled entirely by another provider.

Customer-support availability or response may be affected by events beyond Hostwover's reasonable control, including:

• telecommunications outages.
• internet outages.
• provider failures.
• major cyberattacks.
• natural disasters.
• governmental actions.
• power failures.
• war.
• civil disturbance; or
• similar events.

Unless expressly authorized, an informal statement by a support representative does not modify:

• the Terms of Service.
• product agreements.
• pricing commitments.
• refund rules.
• Service Level Agreements; or
• other contractual terms.

Contract modifications must follow an authorized Hostwover process.

A support representative may provide pricing information based on information available at the time.

The price displayed and confirmed through the applicable order or checkout process controls unless Hostwover expressly agrees otherwise.

Support representatives cannot guarantee expired or unavailable promotions unless Hostwover expressly authorizes the offer.

A Customer cannot require a support representative to bypass required security verification merely because the Customer claims urgency.

Hostwover seeks to provide a positive Customer experience.

However, Customer dissatisfaction alone does not establish that:

• Hostwover breached an agreement.
• a refund is required.
• an SLA was violated; or
• a Service was defective.

Such questions are determined under the applicable agreement and law.

This Customer Service Policy describes support practices.

It does not, by itself, create a guaranteed:

• response time.
• resolution time.
• uptime percentage.
• compensation entitlement; or
• service credit.

Any such guarantee must be expressly stated in an applicable Hostwover SLA, product agreement, or order.

Hostwover may update this Policy to reflect:

• new Services.
• new support channels.
• changes in operating procedures.
• provider changes.
• security requirements.
• customer-service improvements.
• legal requirements; or
• changes in support capabilities.

The Last Updated date identifies the most recent version.

Where required by applicable law, Hostwover may provide notice of material changes to this Policy.

Continued use of Hostwover Services after an updated version of this Policy becomes effective constitutes acceptance of the updated Policy to the extent permitted by applicable law where this Policy forms part of the applicable contractual framework.

Product-specific agreements may define additional or different support responsibilities.

Where a product-specific agreement expressly conflicts with this general Policy, the more specific product provision will govern that Service to the extent of the conflict.

This Customer Service Policy forms part of Hostwover's customer-service and operational framework.

Where incorporated into or referenced by the Hostwover Terms of Service, it applies together with those Terms.

Third-party products supplied through Hostwover may be subject to the support processes and limitations of their underlying providers.

Hostwover cannot grant support rights exceeding those technically or contractually available through the applicable provider.

If any provision of this Policy is found invalid or unenforceable, the remaining provisions will continue to apply to the maximum extent permitted by law.

Hostwover's failure to enforce a provision of this Policy in one instance does not waive its right to enforce that provision in another instance.

Hostwover may provide translations of this Policy.

Where permitted by applicable law and unless Hostwover expressly states otherwise, the English version will control in the event of a material inconsistency between translations.

For purposes of this Policy:

"Customer" means a person or entity purchasing, controlling, administering, or using a Hostwover Service.

"Customer Support" means assistance provided by Hostwover concerning accounts, billing, provisioning, configuration, technical matters, or other Service-related matters.

"Resolution" means the point at which a support matter has been corrected, appropriately addressed, referred to the responsible provider, or otherwise reasonably concluded.

"Service" means a domain, hosting plan, server, email product, Google Workspace subscription, API, AI functionality, account feature, or other product or service supplied through Hostwover.

"Support Request" means a request submitted to Hostwover for Customer Service or technical assistance.

"Upstream Provider" means a registrar, registry, hosting provider, infrastructure provider, cloud provider, data center, email provider, software provider, payment provider, distributor, or another third party involved in supplying a Hostwover Service.

Hostwover's customer-service process is guided by the following principles:

1. Customers should be treated professionally and respectfully.
2. security and account ownership should be verified where necessary.
3. critical Service issues should receive appropriate priority.
4. technical information should be communicated as accurately as reasonably possible.
5. Customers should be told when an issue depends on an external provider.
6. support should not make promises outside Hostwover's technical or contractual authority.
7. Customers should reasonably cooperate with troubleshooting.
8. sensitive credentials should be protected.
9. tickets should be escalated when specialized assistance is reasonably required.
10. support should distinguish initial response from final resolution.
11. Customers should not be promised fixed resolution times unless expressly covered by an SLA; and
12. Hostwover should make commercially reasonable efforts to assist Customers within the scope of their purchased Service.

For Customer Service:

Hostwover Support

Email: [email protected]

Website: hostwover.com

When contacting support, include the relevant:

• domain.
• Service.
• order.
• invoice.
• server.
• subscription; or
• ticket reference

where appropriate.

Do not include passwords, private keys, full payment-card numbers, or unnecessary security credentials in ordinary support communications.

This Customer Service Policy becomes effective on the date stated above and applies to Hostwover Customer Service interactions and Services that reference or incorporate this Policy.

END OF CUSTOMER SERVICE POLICY