The responsibilities of SLIMHOST technical support include resolving the following tasks:
- Respond to problems (downtime) of the server/web server services and resolve the problems.
- Resolve problems related to the functioning of web server services (Mail, MySQL, Apache, FTP).
- Provide clients with the necessary technical support regarding the operation of web server services (Mail, MySQL, SSH, Apache, FTP).
- Provide clients with the necessary information regarding server settings, namely software, phpinfo, etc.
- Restore information (client hosting account data from backup) if the loss occurred due to the hosting provider’s fault (for example, server hard drive failure).
- Block accounts that send spam, violate the law, as well as accounts that create excessive load on the server, resulting in obstacles for other accounts on that server.
- Inform clients, via email mailing and/or announcements on the website, about server setting changes, software updates, and scheduled maintenance.
The responsibilities of technical support do NOT include resolving the following tasks:
- Install/configure scripts, etc., if the client is unable to configure them themselves. In this case, technical support’s responses will be of an advisory nature.
- Provide technical support to persons who are not our clients.
- Perform server configuration on shared hosting for a client’s personal requirements.
- Configure the system/software on the client’s computer, or provide training in using the computer and programs.
- Answer questions that carry no substantive meaning or are unrelated to the issue under discussion.
- Promote the client’s websites, or provide consultations on website promotion matters.
Procedure for processing requests to the Technical Support Service:
- Technical support for the client is provided based on an email to support@slimhost.com.ua / a ticket in the billing system
- Requests through other channels (phone, ICQ, etc.) are not official and are of a general advisory and informational nature.
- Requests are processed in the order they are received. Response time depends on the complexity of the problem and the department’s workload — from 2 minutes to 12 hours. Urgent requests (requests that contain a plea to restore the operation of core services — such as access to the website and mail) are processed as a priority.
- In their request to technical support, the client must specify the hosting account login or the account’s primary domain.
- Technical support may also request additional account information from the client (password, etc.).
- Answers to frequent or standard questions may be given in the form of links to the relevant page on the slimhost.com.ua website
- A request may be denied for the following main reasons:
- Absence of authorization information, if authorization was required.
- A request for services that do not correspond to the terms of the pricing plan.
- In the case of a service suspension.