{"id":51404,"date":"2026-09-29T18:35:41","date_gmt":"2026-09-29T18:35:41","guid":{"rendered":"https:\/\/konecthosting.com\/staging\/?page_id=51404"},"modified":"2026-09-30T19:11:24","modified_gmt":"2026-09-30T19:11:24","slug":"support-policy","status":"publish","type":"page","link":"https:\/\/konecthosting.com\/staging\/legal\/support-policy\/","title":{"rendered":"SUPPORT POLICY"},"content":{"rendered":"

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Support Policy<\/h1>\n

Last updated: 1 October 2026<\/p>\n

<\/p>\n

1. About This Policy<\/h2>\n

This Support Policy explains how support works at KonectHosting, a brand operated by Konect Hosting (“KonectHosting”, “we”, “us”, or “our”). It sets out what you can expect from our team and what we ask of you, so every support request is handled quickly and clearly. This Policy is part of our Terms of Service<\/a>. Any term not defined here has the meaning given in the Terms of Service.<\/p>\n

<\/p>\n

2. Back Up Your Data First<\/h2>\n

Before you troubleshoot an issue yourself or ask us to help, please make a full backup of your data. Managed plans include daily backups, but you should always keep your own copy as well. KonectHosting is not responsible for data loss or damage, including loss caused by actions we take at your request, actions you take, hardware failure, or software failure.<\/p>\n

<\/p>\n

3. How to Reach Support<\/h2>\n

Support Is Included<\/h3>\n

Support is included with every Service at no extra cost. We do not charge for answering support tickets, live chats, or phone calls. We simply ask that you follow this Policy and our other policies when you use it.<\/p>\n

Support Tickets<\/h3>\n

Open a ticket from your account for any technical issue. Please open one ticket per issue. If you need to add details, reply to your existing ticket instead of opening a new one. Duplicate tickets slow things down for everyone.<\/p>\n

Live Chat<\/h3>\n

Click the chat button on our website to talk to our team right away. Live chat is the fastest way to get quick answers about your plan, your website, or your account.<\/p>\n

Phone<\/h3>\n

Prefer to talk it through? Call us at [phone number] for help with sales, support, or your account.<\/p>\n

Urgent Issues<\/h3>\n

If your website or server is down, contact us on live chat right away so we can start working on it. Share as many details as you can, such as the affected domain or server, what you were doing when the issue started, and any error messages. If it is easier, leave a callback number and we will call you. If you do not leave one, we will use the phone number on your account.<\/p>\n

<\/p>\n

4. What Support Covers<\/h2>\n

Managed Plans<\/h3>\n

On managed plans, our team helps with server setup, updates, security patches, monitoring, performance issues, and troubleshooting of the server environment we provide. We also help with migrations, SSL installation, and email and DNS setup.<\/p>\n

Unmanaged Plans<\/h3>\n

On unmanaged plans, we support the hardware, network, and initial server setup. You manage the operating system, software, security, and backups. We are happy to help where we can, but software issues on unmanaged servers are outside our support scope.<\/p>\n

Outside Support Scope<\/h3>\n