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Support Policy

This policy outlines what you can expect from our support staff

Support Policy


Service Support Channels
We will only provide Support Services through our helpdesk, email, phone, or live chat. We don’t provide our Support Service through any other channel (including, but not limited to Twitter or Skype) at this time. You will need to submit a ticket using the helpdesk or send a direct email in order to take advantage of our Support Service and bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them in order to assist you. Our helpdesk tickets and information you share with us through these helpdesk tickets are confidential. Only you and our support team will see your ticket. Our knowledgebase contains answers to common questions and may help answer questions you may have. This knowledgebase is relatively generic and may not be directly relevant to your specific query.

Unmanaged Technical Support Boundaries
VaporNode provides technical support for you that encompasses our area of expertise only. Such expertise includes assistance, troubleshooting, and debugging of our control panel interface, servers within our immediate responsibility and any other hosting related issues. However, in under no circumstances is VaporNode neither obligated to help you in the installations of new application modules, templates and/or programming languages, nor in providing assistance for any errors produced by any applications that have been modified by you previously.

Managed Technical Support Boundaries
This clause inherits many provisions of the Unmanaged Technical Support Boundaries clause. However, if the client has an active managed service or addon, VaporNode support staff will provide support for the installation of new software, updating software, maintaining server security, and resolving common software errors. VaporNode's managed services do include proactive management and/or responses.

General Information
Our general support hours are 24 hours per day, 7 days per week. Although we strive to respond to all queries within 20 minutes, our actual response times may vary and we may well take longer to respond to more advanced or technical queries. The aforementioned business hours and response time apply to our support department only. Enquiries made to Billing, Sales, Abuse, or any other department will be responded to within 12 hours. The following guidelines are applied to all departments and contact methods:
- enquiries are responded to on a first-come first-serve basis
- enquiries are handled professionally
- enquiry responses are helpful, relevant, and informational