Extended Support Agreement

🟢 Standard Hosting Support
(No Agreement Required)

These are included with every hosting plan at no extra charge:

• DNS changes

• Initial email setup for new customers

  • Walk-through of account creation

  • Troubleshooting login or configuration issues

• Incoming account transfers (cPanel, Plesk, cPanel → cPanel, etc.)

• Website backups

  • Automated daily/weekly snapshots

  • On-demand downloads of backups

• Hosting configuration issues (as determined by the web administrator)

  • PHP version rollbacks (within same major release)

  • Control-panel password resets

• Automated WordPress core updates

• Basic plugin/theme updates (no manual conflict resolution)

• Troubleshooting SpamAssassin scores & whitelists

• SSL certificate installation & renewal (Let’s Encrypt)

• Basic database maintenance

  • Repair/check tables

  • Export/import data

Standard Hosting support is available between 8:00 am and 4:00 pm Monday – Friday. 

🔵 Extended Support
 (Agreement Required)

Anything beyond the above, including proactive or manual interventions:

1. Remote-login support

   • Teamviewer into the customer’s PC or server

2. Mail setup without remote login

   • Manual configuration guides for Outlook, Thunderbird, mobile devices

3. Website changes & content updates

   • HTML/CSS tweaks, menu reorganizations, image swaps

4. DNS setup for off-site services

   • MX/SPF/DKIM/DMARC for Google Workspace, Office 365, Mailgun, AWS, etc.

5. Backups & restores

   • Manual backups on demand

   • Restores from backups (any site or database)

   • Emergency restores after hacks or data loss

6. Security & compliance

   • Malware scanning & removal

   • Firewall configuration (ModSecurity, Immunify360, etc.)

   • DDoS mitigation planning

   • Zero-Trust setup & policy guidance

   • PCI-DSS questionnaire assistance

7. Server migrations & domain moves

   • Away from CloudFlare or between hosting providers

   • Full-site, database, email, DNS migrations

8. Platform & performance tuning

   • Caching (AccelerateWP, Memcached)

   • CDN integration (Cloudflare Pro, AWS CloudFront)

   • Database optimization & query analysis

   • PHP/MySQL version upgrades

9. Third-party integrations & vendor coordination

   • Payment gateway installs or troubleshooting (Stripe, PayPal, WooCommerce extensions)

   • On-site software (POS, booking systems)

   • Completing vendor-supplied forms beyond hosting scope

10. Google services setup

    • Google Business Profile & Analytics

    • Google Workspace domain verification & migration

11. E-commerce store changes

    • Adding/removing products, payment methods, shipping rules

    • Plugin/theme configuration for Shopify, WooCommerce, Magento, etc.

12. Advanced scripting & automation

    • Cron job creation & troubleshooting

    • Custom shell or PHP scripts

13. Turnstile / CAPTCHA setup (Cloudflare Turnstile, Google reCAPTCHA)

14. Zero Trust architecture guidance

15. Monitoring & alerting

    • Uptime/downtime alerts

    • Resource-usage thresholds

Extended Hosting support is available between 8:00 am and 4:00 pm Monday – Friday at standard rates. For service outside of these times, a 1.5 hour minimum will be charged.