Slick-Sites Hosting Support Policies

Last Updated 3rd January 2017

Slick-Sites’ shared hosting support is here to ensure all server side services required for the management and delivery of a customer’s website, web application, and/or emails are functioning and operating correctly, and to assist clients in understanding the basics of connecting to the services we provide. Wherever possible, Slick-Sites will make every effort to support our customers within the support boundaries scope outlined below.

We do still encourage customers to open a support request, even if they feel the issue is not covered under our support boundaries, as it never hurts to ask.

The General Scope of Slick-Sites’ Support is to:

1. Ensure all server services(HTTP, Mail, FTP, MySQL, DNS, etc) are running as normal as per our standard shared server configuration.
2. Ensure clients understand how to connect to their accounts via FTP, cPanel/Plesk, webmail, etc and are aware of where they should be uploading their website files to.
3. Ensure clients have the appropriate configuration information to setup and connect to email accounts, FTP, and Control Panels hosted on our servers.
4. Assist with understanding what tools they have available to them within their control panels and what the tools do if required.

CUSTOMER RESPONSIBILITY

Internet Training

Slick-Sites does not provide training or educational services regarding basic operation of internet technologies and concepts. A basic understanding of internet concepts such as Email is expected and Slick-Sites is unable to provide assistive training with these concepts.

Data Backup

Whilst Slick-Sites maintains our own backups for all shared services, the customer is responsible for maintaining their own current backups of all their important data. Slick-Sites cannot guarantee the availability, data integrity or successful restoration of any lost data. If the customer would like to restore data to their account from our backups, there is an additional fee of $50.00 per restoration attempt.

SUPPORTED CLIENT APPLICATIONS

The applications listed below are considered to be supported by Slick-Sites to the extent that we will provide basic setup assistance with their connection configurations as outlined in the support boundary tables. We do not provide advanced training on the ongoing use or advanced configuration of these applications and the appropriate developer channels should be contacted for assistance with this.

FTP Email Web Browsers Mobile Devices
FileZilla
Adobe Dreamweaver
MS Outlook
Windows Live Mail
Thunderbird
Apple Mail
Internet Explorer 10+
Microsoft Edge
Firefox
Google Chrome
Safari
iOS (email setup)
Android (email setup)

SUPPORT BOUNDARIES

The following tables list a variety of support scenarios encountered by Slick-Sites support staff and attempts to give an indicative explanation as to what is and isn’t supported by default.

Limitations and Exclusions

1. For all desktop email and FTP configuration enquiries, Slick-Sites will provide guided assistance with configuring the connection settings in one primary FTP or email account on one primary PC using one primary application from our list of supported applications above.
2. For the setup of email accounts on supported mobile devices, Slick-Sites will assist with configuring the connection settings in one primary account on one primary device.
3. All additional email or FTP configurations need to be performed by the customer or a third party support provider. This includes reconfiguring existing accounts setup with the assistance of Slick-Sites that have ended up in a non-working state due to the actions of the customer or a third party.
4. Slick-Sites does not provide advanced application support such as teaching a customer how to operate an application or performing data exporting or importing to or from other applications or existing backups.

Displaying Of Website

Nature Of Support Query Supported Not Supported
Initial uploading of website
  • provide login information for uploading site via FTP or control panel file manager.
  • provide correct upload location for applicable control panel.
  • Upload and installation of client website or data, except where migration product has been purchased.
Website not displaying
  • Issues relating to any server component or service not functioning correctly.
  • Diagnosing basic issues pertaining to file/folder permissions, location of files on server, or server security systems preventing functionality.
  • DNS configuration, except where DNS is hosted externally
  • Diagnosing or fixing advanced issues relating to website scripting.
  • Incompatibilities with server software versions or server security configuration restrictions.
  • Adjusting server security or limitations beyond standard shared configuration boundaries
Website returning errors
  • Issues relating to any server component or service not functioning correctly.
  • Diagnosing basic issues pertaining to file/folder permissions, location of files on server, or server security systems (e.g. ModSec, Suhosin) preventing functionality.
  • Diagnosing or fixing advanced issues relating to website scripting.
  • Incompatibilities with server software versions or server security configuration restrictions.
  • Adjusting server security or limitations beyond standard shared configuration boundaries
Website components not functioning as expected
  • Issues relating to any server component or service not functioning correctly.
  • Diagnosing basic issues pertaining to file/folder permissions, location of files on server, or server security systems preventing functionality.
  • Diagnosing or fixing advanced issues relating to website scripting.
  • Incompatibilities with server software versions or server security configuration restrictions.
  • Adjusting server security or limitations beyond standard shared configuration boundaries

Web Hosting Control Panel (cPanel/Plesk)

Nature Of Support Query Supported Not Supported
Cannot access control panel
  • Ensure client is aware of required server ports.
  • Ensure client is aware of correct URL for secure and warning free access.
  • Resolving DNS misconfiguration where DNS is hosted externally.
Control panel functions not working correctly
  • Issues relating to any server component not functioning correctly.
  • Issues relating to bugs within the control panel software. If an issue is brought to our attention,we will forward the issue onto the appropriate developers but cannot place guarantees on when a fix will be implemented.
Control panel functions disabled
  • Enabling of functions that are part of our standard shared hosting configuration if mistakenly disabled.
  • Enabling of Control Panel functions that have been disabled due to security or shared hosting configuration restrictions.

Customisation of Hosting Environment

Nature Of Support Query Supported Not Supported
ModSecurity
  • Disabling of individual rules.
  • Disabling of ModSecurity for a specific domain.
  • Disabling of ModSecurity server wide.
Modifications to Suhosin
  • N/A
  • Disabling of Suhosin – NOTE: this cannot be disabled on a per account basis either with our configuration. Customers need to find an alternative work around if encountering issues due to Suhosin restrictions.
Installation of additional server modules (EasyApache)
  • If a module exists within EasyApache, we will investigate requests to have these installed on case by case basis. No guarantees are made that we will approve an additional module to be installed.
  • Installation of third party modules or applications that require being installed at the root level.
Customisation of PHP with .htaccess
  • Many PHP values can be adjusted using .htaccess php flag entries. Limitations to values are also in place as part of the Suhosin configuration so values can only be adjusted to a certain point.
  • Creation of custom php.ini files.
Custom Apache Configurations
  • N/A
  • Adjusting of httpd.conf – Under no circumstances should a custom httpd.conf be implemented in shared hosting.

Emails

Nature Of Support Query Supported Not Supported
Basic email application setup
  • Providing assistance with configuring connection settings in supported email applications.
  • Assistance with configuring unsupported email applications.
  • Advanced operational assistance of supported email applications.
Cannot send or receive
  • Issues relating to server component not functioning correctly.
  • Ensuring client has correct configuration information.
  • DNS configuration, except where DNS is external.
  • Issue relating to client’s ISP
  • Issues relating to client side network restrictions, configurations, or equipment.
Cannot login to webmail
  • Issues relating to server component not functioning correctly.
  • Ensure logins working correctly.
  • Ensure client is aware of server port requirements.
  • Issues relating to client side network restrictions, configurations, or equipment.
  • Individual browser issues or incompatibilities
Webmail not functioning correctly
  • Issues relating to server component not functioning correctly.
  • Issues specific to particular browsers requiring developer upgrades of webmail applications or the web browser concerned.

DNS

Nature Of Support Query Supported Not Supported
Domain, MX, or additional A records/CNAMES not resolving.
  • Diagnosing where issue is (internal/external).
  • Resolving DNS misconfiguration for DP hosted DNS.
  • Resolving DNS misconfiguration where DNS is hosted externally.

FTP

Nature Of Support Query Supported Not Supported
FTP access and configuration
  • Providing required configuration information.
  • Assistance with basic FTP account setup for support FTP applications.
  • Issues relating to client side networking restrictions or equipment configurations.
  • FTP account setup in unsupported FTP applications.

Backups and Restores

Nature Of Support Query Supported Not Supported
Backup Requests
  • Ensure client is aware of available tools and understands basics of using tools provided.
  • Setting up custom backup scripts for installed web applications.
Restore requests
  • Restoring cpmove files from external hosts.
  • Restore MySQL R1Soft backups (fee applies).
  • Restore website files using R1Soft(fee applies).
  • Restoring sites from external hosts not utilising cPanel, except where migration product has been purchased.

Website Availability Monitoring

Nature Of Support Query Supported Not Supported
Downtime alerting, external monitoring
  • Creating announcements for current issues being experienced.
  • Providing monitoring alerts directly to clients.