Support Policy
Effective Date: 18 May 2025
Applies to: All HostingRoo web hosting customers
Operated by: Hosting Roo Pty Ltd, Australia
1. Overview
This Support Policy outlines the boundaries of technical support provided by HostingRoo for our cPanel-based shared hosting services. It is designed to clarify what is and isn’t supported to ensure efficient, reliable service delivery.
2. How to Request Support
We offer support through the following channels:
Email: support@hostingroo.com
Support Portal: https://www.hostingroo.com/support
Support is provided 24/7 for critical issues, and during Australian business hours for general enquiries.
3. Included Support Services
HostingRoo will provide assistance with the following:
Access issues (e.g., cPanel, email, FTP, or webmail)
Domain and DNS configuration within our system
Email setup and delivery troubleshooting
Basic website availability checks
Server-level issues (downtime, performance concerns)
Assistance with our backup restoration (when available)
Security-related notifications or remediation
Billing and account enquiries
We also assist with general guidance on using:
cPanel tools and features
HostingRoo’s client portal
Our webmail and email services
4. Excluded (Unsupported) Services
The following fall outside the scope of our standard support:
Debugging or writing code (HTML, PHP, JavaScript, etc.)
Managing third-party applications (WordPress, Joomla, etc.)
Configuring non-standard DNS or email systems
Email issues due to third-party software or networks (e.g., local ISP blocks)
Client-side device troubleshooting (e.g., phone/laptop email configuration)
File recovery beyond available backups
Website design, SEO, or marketing advice
Migration from another host (unless agreed during onboarding)
We may offer guidance or recommend third-party specialists in some cases.
5. Customer Responsibilities
To help us support you efficiently, customers must:
Maintain their own full website and email backups
Keep CMSs (like WordPress), themes, and plugins up to date
Use secure passwords and protect login details
Refrain from abusive language or behaviour toward staff
6. Support Limitations
Support is limited to services hosted or managed directly by HostingRoo.
We do not provide on-site, or remote-access support.
Prolonged or unmanaged abuse of support resources may lead to suspension or limitations.
7. Changes to This Policy
HostingRoo reserves the right to modify this Support Policy at any time. Updated versions will be posted on our website, and continued use of our services indicates acceptance of any changes.
