General Support Policy
Support

1.1: Under this General Support Policy, technical support for web hosting services is strictly limited to server-side infrastructure and connectivity issues.

1.2: Any software, application, code, or design-related issues on websites, user operational errors, or conflicts arising from third-party integrations are expressly excluded from the scope of support and shall remain the sole responsibility of the Customer.

1.3: For software-related issues, the Customer is advised to seek independent assistance from a qualified software developer or the respective application support channels.

2.1: Virtual server (VPS) and dedicated server services are provided on an 'unmanaged' basis. Technical support is strictly confined to physical hardware maintenance and virtualization infrastructure operations.

2.2: The administration, configuration, and troubleshooting of software, operating systems, services, plugins, or applications deployed within the server environment are the exclusive responsibility of the Customer.

2.3: Should the Customer require 'managed' server administration, the Customer must execute a separate service agreement and purchase a designated management package.

3.1: Managed Service Package: Comprehensive administration services, including operating system management, software upgrades, security patch deployment, and configuration tuning, may be requested by the Customer. Such services are subject to additional fees and governed by a separate service level agreement.

3.2: Emergency Intervention: In the event of critical service disruption, the Customer may request emergency technical intervention subject to an additional incident fee. The Company will make commercially reasonable efforts to respond to emergency requests expeditiously, subject to staff availability and technical complexity.

4.1: All support requests must be submitted formally through the ticket system accessible via the customer portal or through official Company communication channels.

4.2: To facilitate prompt resolution, the Customer is required to provide comprehensive details regarding the issue, including system logs, error messages, and relevant screenshots.

5.1: Nodesty LLC reserves the right to modify, amend, or update this support policy at any time, in its sole discretion. Any such modifications shall become effective immediately upon posting to the website and shall be binding upon the Customer. The Customer assumes sole responsibility for periodically reviewing this policy. Nodesty LLC is under no obligation to provide direct notification of policy updates to the Customer.