Support Policies

80% of our staff is in some way dedicated to supporting our customers and is what makes us different from our competitors. We will do what it takes to ensure your experience is one of the reasons you have chosen to work with Canadian Web Hosting.

Our Promise to You

In many ways you could say our main product is customer support.

Looking past our Tier 1 bandwidth speeds, amazingly agile and versatile cloud technologies, and proven uptime service levels, we realize that many of our business clients judge us on our day-to-day interactions and whether we were able to deliver for them on a regular basis. It is old school business, but it is really what makes the difference for our clients today.

Included with every service, we will do the following:

• Continually listening for customer feedback
• Reply to your business emails and support tickets within 24 hours
• Provide comprehensive information that gives you the answers you need
• Deliver industry leading expertise 24/7 Be available, friendly and available at all times
We value customer feedback. Please give us a report card on how we're doing. We want to know the good, the bad, and everything in-between. We're listening.

Managed Support (What’s Included)

Our teams are available 24/7/365

Described below if the scope and limitation of Canadian Web Hosting’s support for each product that Canadian Web Hosting offers. Because web hosting service by natures relies on a combination of customer supplied client software and 3rd-party products it is important to define what is supported by our company and what is the responsibility of the customer and/or 3rd-party software vendors. By default Cloud Servers, Virtual Servers or and non-managed Dedicated Server is self-managed, so you (the customer) are responsible for installing software, maintaining the server and resolving any technical issues that you encounter. Canadian Web Hosting support staff monitor the infrastructure including the network, server hardware and will perform reboots as needed.

If you require technical support and/or server administration assistance please add a Managed Hosting Support Package to your server that you gives you additional administration and priority support options.

Web Hosting Servers

Supported:

Operation of common services.
We will We will monitor and ensure that all basic services are working, such as email, web serving, FTP, and your control panel. We will gladly perform manual checks for you should you feel your service is not working as intended.

Software versions:

We will maintain a best practice to ensure that our software is secure and free of exploits and vulnerabilities. We will control and determine the version of software used on our hosting services. It is important for us to use the most stable software versions on our servers, especially in a clustered hosting environment. As a result, the software we have deployed may not always be the latest version available. If you wish to update or control the version of server software being used you should consider using a virtual or dedicated server as an alternative.

Hardware:

We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components, and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner.

One-Click Applications:

We support the basic installation and operations of the application offered in the One-Click installs section of the control panel.

Customer responsibility:

Internet Training:

We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, and FTP. We strongly encourage you to familiarize yourself with our products by using the Knowledge Base.

Data Backup:

You are responsible for maintaining current backups of all your important data. We maintain our own data backups for any given server in the event of disaster; however we do not guarantee the availability or restoration of any lost data. Should you request restoration of any lost data, should it exist, a minimum fee of $35.00 will automatically be charged to your account. An additional fee of $75.00 per hour may be incurred for data restoration assistance that is prolonged for over one hour. In the event that your data loss was our fault we would waive any associated fees.

DNS/Domain names:

We will not automatically transfer or modify your domain names to use our service. You are responsible for using the support services provided by your domain registrar for any assistance relating to name transfers and name server modifications. You may also choose to have your domain transferred to our authority by submitting a request via the Account Center. Once your transfer has been completed you can then edit your name servers in the Account Center.

Domain name change.

You can change the domain name associated with your Service; however you are responsible for modifying any and all path names in any scripts or applications to reflect this change.