These Regulations are an integral part of the Public Offer and define the scope of work performed by MEVCORE technical support for customers of shared hosting (VH) and virtual server (VPS) services. Support requests are accepted through the ticket system in the client area.
1. Technical support is responsible for
- responding promptly to customer tickets within the administration policy;
- advising customers on the operation of services: shared hosting, VPS, domains, SSL certificates, email and the control panel;
- keeping the server hardware, network and software included in the service in working order: on shared hosting — the web server, PHP, MySQL, mail services and the cPanel or ISPmanager control panel; on VPS — the virtual server, network connectivity and the VPS control panel;
- helping restore websites and data from backups, if backups exist for the relevant order;
- helping reinstall the operating system on a VPS;
- performing VPS administration within the basic or full administration service the customer has ordered;
- suspending accounts without prior notice to users if the terms of service are violated;
- notifying customers in advance about scheduled maintenance on servers.
2. Technical support is NOT responsible for
- installing and configuring third-party scripts, CMSs, themes, plugins, modules, extensions and other software not included in the standard service, even if the customer is unable to configure them on their own;
- developing websites, modifying, debugging or fixing the customer's website code, or optimising its performance;
- administering the VPS operating system (installing and configuring software, updating the system, configuring the firewall, web server, databases, etc.) beyond the scope of the ordered administration service, or if the customer has opted out of basic administration;
- performing on the customer's behalf operations they can do themselves using the hosting control panel (cPanel or ISPmanager) or the VPS control panel;
- providing technical support to persons who are not MEVCORE customers;
- configuring software on the customer's computer, except for advice on connecting to email, FTP, SSH or remote desktop (RDP);
- providing training in using a computer or other software;
- answering questions that are meaningless, contain numerous syntax and grammar errors, or are not directly related to the responsibilities of technical support.
Work outside the responsibilities of technical support may be performed by separate agreement for a fee at the Operator's engineer hourly rate, where technically possible.