Customer Support Policy

Effective Date: 01-01-2025

1. Purpose

This Customer Support Policy is established to outline the standards, channels, and expectations of support services provided by mediabirdco.net. Our goal is to deliver timely, efficient, and professional support to ensure customer satisfaction and operational reliability of our hosting services.

2. Scope

This policy applies to all current and prospective customers who have purchased any hosting services from mediabirdco.net, including but not limited to shared hosting, VPS, dedicated servers, domain management, and email hosting.

3. Support Channels

We offer multiple support channels to ensure clients can easily reach our team:

• Email Support: Available 24/7 via support@mediabirdco.net
• Live Chat: Accessible on our website during business hours.
• Helpdesk Ticketing: Available through your customer dashboard.
• Phone Support: [Optional, if offered] Available during business hours: [Insert hours & timezone]
• Knowledge Base: Comprehensive self-help articles at mediabirdco.net/knowledgebase

4. Support Hours

• Technical Support: 24/7, including weekends and holidays.
• Billing & Sales Support: Monday to Friday, 9:00 AM – 6:00 PM [Timezone]

5. Response Time Goals

• Urgent issues (e.g., server down): Response within 1 hour.
• General technical inquiries: Response within 4–6 hours.
• Billing or account-related queries: Response within 24 hours on business days.

6. Support Coverage

We provide support for the following services:

• Server and hosting account issues
• Control panel navigation (e.g., cPanel, Plesk)
• DNS and domain configurations
• Basic website and email troubleshooting
• SSL installation and renewals
• Backup and restore guidance

Services not covered under standard support:

• Custom script or application debugging
• Third-party software support (e.g., CMS plugins/themes)
• In-depth development or coding assistance
• Managed support beyond your hosting plan’s coverage

7. Customer Responsibilities

• Maintain updated contact information within your account.
• Provide detailed and accurate descriptions of issues when requesting support.
• Refrain from abusive, offensive, or threatening language when communicating with support staff.
• Maintain secure credentials and keep backups of your website data when not on a managed plan.

8. Company Responsibilities

• Deliver prompt, courteous, and accurate technical support to all clients.
• Ensure support staff are trained and equipped to resolve hosting-related issues.
• Maintain transparency about service outages and resolutions.
• Respect customer privacy and data confidentiality.

9. Service Limitations

• Support is limited to services provided by mediabirdco.net only.
• We reserve the right to prioritize requests based on severity and impact.
• Complex issues may require escalation or longer resolution times.

10. Disclaimers

• mediabirdco.net is not liable for any damages or losses resulting from delayed responses or unresolved support requests.
• While we aim to provide fast and effective assistance, we do not guarantee resolution within specific timeframes unless otherwise stated in a Service Level Agreement (SLA).

11. Policy Updates

This policy may be updated from time to time to reflect improvements in our support structure. Clients will be notified of any significant changes. The latest version will always be available on our website.

12. Contact Information

If you have any questions or require assistance, please reach out to us:

Email: support@mediabirdco.net
Website: www.mediabirdco.net