Support Policy

General Policy

  • We offer support at three levels Standard, Premium & Incident/Urgent
  • You can reach out to our tech support via emailing support@infobahn.technology
  • All our hosting packages come with the standard support level
  • We follow a ticketing system to track progress of all support requests. When you email our Tech Support the system will automatically generate a support ticket and send you an acknowledgment with a ticket id.

Working Hours & Response Time

Standard Support

  • At this level we offer support via email and tickets
  • Our standard response time is 12 working hours, however we make our best efforts to respond within 2 hours.
  • Our working hours are Monday-Friday, 11:00 am to 5:00 pm (IST/UTC +5:30)
  • Hosting Support responses are limited as per your hosting package, this does not mean that we will not respond to your support tickets incase you exhaust your tickets/responses, we will still respond to you however the response time might be higher. The limits are as follows
    • wp-Start: 15 tickets/Yr. or 5 tickets/mo.
    • wp-Grow: 35 tickets/Yr. or 10 tickets/mo.
    • wp-Scale: 70 tickets/Yr. or 20 tickets/mo.
    • wp-Summit: 100 tickets/Yr. or 20 tickets/mo.
    • SSL Shared Starter: 20 tickets/Yr. or 5 tickets/mo.
    • SSL Shared Advance: 35 tickets/Yr. or 10 tickets/mo.
    • SSL Shared Professional: 100 tickets/Yr. or 20 tickets/mo.
  • Every 5 responses to a ticket will be counted as one ticket, which means a ticket with 8 responses will be counted as two tickets.
  • Limiting support responses enable us ensure a good quality timely service for all our customers and prevents some customers from overloading our support channels

Premium Support

  • At this level we offer support via email, tickets & chat when necessary.
  • At this level our response time is 4 working hours, however we make our best efforts to respond within the first 30 minutes between Monday-Friday, 11:00 am to 5:00 pm (IST/UTC +5:30)
  • For our premium customers we extend our support over the weekends with a response time of 6 hours between 11:00 am to 5:00 pm (IST/UTC +5:30)
  • Customers can opt for premium level of support at an additional cost of ₹3000/mo. or ₹30000/Yr.
  • Premium support is limited to 360 tickets per year or 30 tickets per month.
  • Every 5 responses to a ticket will be counted as one ticket, which means a ticket with 8 responses will be counted as two tickets.
  • A chat will be initiated at the discretion of our support representative when they seem necessary. However you can always make a request to schedule a chat with our experts.
  • Every 5 minutes on the chat will be counted as one ticket.

Incident/Urgent Support

  • At this level we offer support via email, ticket, chat & phone
  • At this level our response time is 15 minutes
  • Customers can opt for incident support at an additional cost of ₹5000/incident.
  • Incident support is limited to an incident and one work hour. This means that our experts will start working on your support request within 15 minutes and spend upto hour resolving it. Incase the resolution requires more time, we will bill you at ₹2000/hour for additional hours upon your approval.
  • Incase the incident is resolved sooner than an hour, any remaining time cannot be carried forward to another incident at a later time
  • However you can utilise the remaining to solve any other issues of urgency

Third Party Software

  • We use third party software to maintain our servers, such as CloudLinux OS, Kernel Care, Direct Admin, Softaculous and more. Our server administrators are well experienced and can handle almost every situation that arises and can fix them in no time. However at times for issues that occur due to third party software, it is necessary to contact the respective provider for the most appropriate resolution.  Support for third party software is limited to the terms of support of the respective developer/provider. As these developers/companies are located in different continents across the globe, the ticket resolution time might be impacted due to difference in timezones.

Scope Of Support

Shared Hosting

  • Support is limited issues related to hosting and hosting management tools provided in your control panel
  • Hosting support does not cover Application level support such as issues related to WordPress, Joomla or any other script installed using Softaculous or any custom build application created by you.

WordPress Hosting

  • Support is limited issues related to hosting and hosting management tools provided in your control panel

What is covered?

  • With WordPress Hosting we extend our support to WordPress level but limited to the following
    • Plugins (RAR): Jetpack, WooCommerce, TinyPng, WordFence, Classic Editor, LiteSpeed Caching WordPress Plugin limited to standard settings.
    • Tasks (Limited to InfoBah tools)
      • Installation (except multisite) (E)
      • Admin Password Reset (E)
      • Backup & Restore (E)
      • Staging (E)
      • Whitescreen Investigation (RAR)
      • Fatal error Investigation and limited resolution (RAR)
      • Theme and plugin installation (RAR)

*RAR – Review & Recommend: We will review such incidents and cases and recommend a solution to the best of our abilities

*E – Execute: We can execute these tasks on your behalf

What is not covered?

Anything more than what is mentioned above, but we would like to highlight the following:

  • Website Design & Development
  • Content related tasks
  • Code Review or code related issues
  • Theme and plugin integration

DNS Support

  • We offer self managed DNS management via Direct Admin control panel which can be accessed from your account to update A, AAA, MX, TXT and more
  • Time taken for DNS updation depends upon the TTL values set by you and time taken by the root servers across the globe. Our systems send the updated values immediately however the updation may take 5 minutes to 72 hours. This process is automated and not in our control and there is not way for us to expedite the same
  • If your DNS is not pointed to our servers we will not be able to assist you with the same

Domains

  • We will help you with registering, renewing and transfering a domain
  • We will help you with updating your NS
  • We will help you with registering child nameservers (if required)

Disclaimer

  • Our support policy is subject to amendment from time to time.