The following page outlines the scope and limitation of support for each product that Hosting.ca offers. Because our web hosting service relies on a combination of customer supplied client software and third-party products it is important to define what is supported by our company and what is the responsibility of the customer and/or third-party software vendors.
We Support
- Common Services. We actively monitor and ensure that all basic services are working, such as email, DNS, FTP, web serving, and the client panel. If you feel a service is not working, we will manually check to make sure it is working as intended from different internet connections as well as well known online checking tools. If any service like DNS is not hosted by Hosting.ca, we may not be able to satisfy our Service Level Agreement.
- Server Software. We will maintain and secure all software that resides on a server, such as Apache, IIS, .NET, MySQL, and PHP. We will control and determine the version and configuration of software on our servers. As a result, software we have installed may not always be the latest version available or be compatible with your own software. We do run multiple versions across our network to ensure compatibility with our customer’s web applications.
- Hardware. We will monitor and maintain all of the server hardware. In the event of a hardware failure, we will replace any faulty hardware as soon as possible.
- SSL Certificates. We will give a best effort to assist with SSL Certificates not purchased through Hosting.ca. Any Certs purchased through Hosting.ca ill be installed by us and supported upon request. For customer imported certificates, we will need a copy of the customer supplied PFX file, or keys, certificates and necessary certificate authority files.
Your Responsibility
Internet Training. It is expected that you have a basic understanding of Internet concepts such as HTTP (web), DNS, Email Protocols, and FTP.
Data Backup. You are responsible for maintaining current backups of your data. We maintain our own backups in the event of a disaster based on different schedules with different services. We do not guarantee the availability or restoration of any lost data. For additional backup services, please open a ticket or call us for more information.
CUSTOMER SHALL BE SOLELY RESPONSIBLE FOR THE INTEGRITY, ACCURACY, COMPLETENESS, AND RETENTION OF ANY INFORMATION PROVIDED BY CUSTOMER TO HOSTING.CA. WITHOUT LIMITATION OF THE FOREGOING, CUSTOMER ACKNOWLEDGES THAT IT HAS CREATED A BACK UP COPY OF ALL DATA THAT MAY BE AFFECTED BY HOSTING.CA’S PERFORMANCE OF THE SERVICES. HOSTING.CA SHALL NOT BE RESPONSIBLE FOR CREATING BACK UP COPIES OF DATA AND INFORMATION PROVIDED BY CUSTOMER TO HOSTING.CA.
DNS Zone Files. A DNS zone file converts your IP address to your domain name. You can modify MX, CNAME, A, TXT, SRV, and other records for your domain’s zone file from the Control Panel.
Domain Names. You are responsible for using the supported services provided by your registrar for anything related to your domain name. If you choose not to use our nameservers, you are responsible for modifying your DNS records to point to your IP address, which can change without notification.
Domain Name Change. You can change the domain name associated with your account, however, you are responsible for modifying any and all path names in any scripts or applications to reflect this change.
Email Client Configuration. We can assist you with the most basic settings for an email account with your preferred mail clients, such as Microsoft Outlook, Thunderbird, or Mac Mail, Mac Office.
FTP Client Configuration. We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software. We will do our best to help you make a connection to your account. You are expected to use a secure form of FTP to connect to our servers such as FTPES (FTP Explicit over SSL) or sFTP (Secure FTP). Standard FTP is insecure and transmits your username and password in plain-text which should be avoided. Standard FTP is only available for legacy application requirements.
Scripts & Applications. You are fully responsible for the installation and operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts, applications or plugins. You are responsible for maintaining the latest version of any and all scripts and applications. This is a policy we must strictly adhere to. Otherwise we may disable your website or services based on a potential security risk.
Respectful Communications
We strictly prohibit any form of verbal abuse either from or towards our staff and clients. This includes but is not limited to, offensive, threatening, or discriminatory language, profanity, personal attacks, intimidation, or any form of harassment or legal threats.
TECHNICAL SUPPORT FLOW
Support Ticket Method
Step 1. Login To Client Panel. This method will authenticate you as a customer within our system.
Step 2. Create support ticket. You may specify any 3rd party contact so we may also deal with them on your behalf. Please enter in all of the details in the ticket.
Calling for Support Method
Step 1. Login To Client Panel. This method will authenticate you as a customer within our system.
Step 2. Create support ticket. Enter in the details which you need to discuss.
Step 3. Call in, and we can verify based on the ticket number you have created. This is for security purposes.
If you call in without verification, we may be able to give out generic support information to help you. However for more specific account details for security you must create a ticket. We will not be able to look up your account without verification.