At Asporea Hosting, we are committed to supporting our customers in ensuring their hosting services function as intended. Our support focuses on providing assistance with the delivery of websites, web applications, and email services hosted on Asporea’s servers. We also aim to empower customers to understand and connect to the services we provide.
Our Support Boundaries Policy ensures that support is provided equitably, efficiently, and within reasonable limits. Customers are encouraged to use the Knowledgebase for self-service resolutions to common issues and to understand the scope of our support. For issues not covered, customers can still submit support requests, as we will assist wherever possible; however, additional fees may apply as outlined below.
General Scope of Asporea Hosting Support
Our support covers the following:
1.Ensuring all server services (HTTP, Mail, FTP, MySQL, DNS, etc.) are operational as per Asporea’s shared hosting configuration.
2.Providing customers with configuration details to connect to services such as FTP, cPanel, and webmail.
3.Guiding customers on where to upload website files and how to use tools available within the control panel.
4.Troubleshooting server-level issues, such as folder permissions, file placement, or server security.
5.Promoting equitable access to Asporea Hosting’s support resources for all customers.
Customer Responsibilities
To ensure efficient support, customers are responsible for the following:
1. Basic Internet Knowledge
Customers are expected to have a basic understanding of internet technologies such as DNS, Email, FTP, and managing web applications. Asporea Hosting does not provide training on these topics.
2. Data Backups
While Asporea maintains backups for shared hosting services, the customer is solely responsible for maintaining their own backups of critical data. No guarantees are made regarding the availability, integrity, or successful restoration of backups maintained by Asporea. Backup restoration requests may incur fees.
3. Authorised Support Contacts
Only authorised contacts listed under the customer’s account may submit support tickets. Customers can add or update contacts via the Members Portal.
4. Resellers’ Responsibilities
Resellers are responsible for providing support to their own clients. Asporea Hosting will not communicate directly with a reseller’s clients; instead, resellers must escalate issues to Asporea Hosting on behalf of their clients.
Support Boundaries
The following tables outline supported and unsupported scenarios:
Website Display
| Query | Supported | Not supported |
|---|---|---|
| Updating website |
Provide login information via FTP or cPanel File Manager
Confirm upload location for cPanel |
Upload and installation of website data*
except for website migration service (purchased or packaged) |
|
Website not showing Website Errors |
Technical issues related to web server or underlying technologies
Diagnoses of folder permission issues, file placement, server security DNS configuration where located on Asporea Hosting Servers |
Diagnosing or fixing programming or code
Software that is incompatible with current server versions of security restrictions Adjusting server security beyond shared server boundaries |
| Website not working ass expected |
Server components not functioning correctly
Diagnosing issues related to file or folder permissions, file locations or security that causes website errors |
Diagnosing or fixing programming or code
Software that is incompatible with current server versions of security restrictions Adjusting server security beyond shared server boundaries |
cPanel Issues
| Query | Supported | Not supported |
|---|---|---|
| Control panel access |
Ensure client knows the correct server ports Ensure client is using the correct and secure URL. |
Resolving DNS issues on third party DNS sites e.g. Cloudflare |
| cPanel functions not working correctly | Anything related to the server not functioning correctly | Bugs within the cPanel software - these will be forwarded to the developer but we are not responsible for the fix or timing of fix. |
| Disabled cPanel functions | Enabling functions that are part of our standard shared hosting, where applicable and disabled unintentionally | Enabling cPanel functions that have been disabled for security reasons or shared hosting restrictions. |
Email Support
| Query | Supported | Not supported |
|---|---|---|
| Basic email application setup | Provision of documentation and instructions on configuring connection settings in supported email apps |
Assistance configuring unsupported email apps Advanced usage questions related to any email application |
| Cannot send or receive email |
Providing the correct confirmation information Checking DNS configuration on Asporea Hosting Servers |
Issues related to client's Internet Connection Issues related to externally hosted DNS, restrictions, configuration or equipment e.g. Cloudflare |
| Webmail Access |
Provision of access information Ensure client has the correct URL Issues relating to server component not working as it should |
Issues specific to browsers Issues requiring a browser upgrade Internet connectivity issues on the client side |
DNS Support
| Query | Supported | Not supported |
|---|---|---|
| FTP Access and configuration |
Confirming correct FTP information Answering basic questions about where to add configuration information to FTP applications |
Issues relating to the client's network Specific application level support for a client's FTP software |
Backup and Restore
| Query | Supported | Not supported |
|---|---|---|
| Backup requests | Ensure client has details of backup tools available within the cPanel, or other backup hosting products available | Setting up or writing custom scripts for installed web applications |
| Restores |
Restoring cpmove files from external web hosts Restoring MySQL backups (fees apply |
Restoring sites from external hosts not using cPanel except where services have been purchased |
Website monitoring
| Query | Supported | Not supported |
|---|---|---|
| Website downtime alerts or external monitoring services | Creating announcements for current known support issues, published on ahstatus.com | Providing alerts directly to clients |
Limitations and Exclusions
Limitations and Exclusions
1.Desktop Email and FTP Configuration:
Asporea will provide documentation for one primary account and application. Additional setups or reconfigurations must be performed by the customer or a third-party support provider.
2.Advanced Application Support:
Asporea does not provide assistance for operating software applications, exporting/importing data, or resolving issues caused by unsupported actions or third-party integrations.
3.Unsupported Requests:
Any request to resolve unsupported issues may incur fees. If applicable, Asporea will notify the customer prior to proceeding wherever possible. In instances where immediate resolution is required, this document serves as notice of potential charges.
Advanced Support Fees
•Fees for advanced support outside standard boundaries will be charged at Asporea Hosting’s prevailing hourly rate, billed in 30-minute increments.
•Payment may be required in advance for advanced support requests.
Acknowledgement
By using Asporea Hosting’s services, customers acknowledge that they understand and agree to these Support Boundaries and their limitations.
