Hosting Roo Support Policy
Effective Date: May 2025
Operated by: Hosting Roo Pty Ltd
ABN: 81 682 651 136
Applies to: All Hosting Roo cPanel shared hosting customers
1. Overview
This Support Policy defines the scope and limitations of technical support provided by Hosting Roo for cPanel-based shared hosting. It clarifies which services are supported to ensure consistent and effective assistance.
2. How to Request Support
Support is available via:
support@hostingroo.com
https://www.hostingroo.com/support
24/7 support for critical system issues
General enquiries handled during standard Australian business hours
3. Included Support Services
Hosting Roo will assist with:
Login/access issues (cPanel, webmail, FTP)
Domain and DNS setup (within our platform)
Email configuration and deliverability troubleshooting
Basic website availability checks
Server performance or downtime investigation
Restoration from available backups
Security alerts and incident responses
Billing and account-related enquiries
We also offer basic guidance on:
Using cPanel tools
Accessing Hosting Roo’s client portal
Navigating our webmail and email tools
4. Excluded (Unsupported) Services
The following services are not covered under standard support:
Coding/debugging for websites or applications (e.g., PHP, JavaScript)
Managing or fixing CMS platforms (e.g., WordPress, Joomla)
DNS or email routing outside Hosting Roo systems
Local ISP or third-party email platform issues
Device-specific configuration (e.g., phones, tablets, laptops)
File recovery beyond the most recent available backup
Website design, marketing, SEO, or content management
Site migration from other hosts (unless arranged at onboarding)
We may provide general advice or refer you to third-party providers where appropriate.
5. Customer Responsibilities
To ensure efficient support, customers must:
Maintain regular backups of all data and emails
Keep CMS software, plugins, and themes updated
Use secure passwords and protect login credentials
Treat staff respectfully and avoid abusive behaviour
6. Support Limitations
Support is limited to Hosting Roo-managed systems and services.
We do not provide:
On-site technical assistance
Remote desktop access or remote login
Unlimited extended support for unmanaged customer responsibilities
Abuse of support resources may lead to reduced access or service suspension.
7. Modifications
Hosting Roo may modify this Support Policy at any time. Changes will be published at https://www.hostingroo.com. Continued use of our services after changes constitutes acceptance of the updated terms.
8. Governing Law
This Support Policy is governed by the laws of New South Wales, Australia. All disputes arising under or in connection with this policy will be subject to the exclusive jurisdiction of its courts.
9. Contact
