For sales related questions, email us at firstname.lastname@example.org
80% of our staff is in some way dedicated to supporting our customers and is what makes us different from our competitors. We will do what it takes to ensure your experience is one of the reasons you have chosen to work with Canadian Cloud Hosting.
You can reach our helpdesk 24 hours a day by contacting us on our support page.
Visit our FAQs page for answers to many common questions.
You can also follow-up at twitter at @cawebhosting
Our support team has been providing world-class support for more than 15 years. Even though Canadian Cloud Hosting Servers are self-managed, we recognize that sometimes everyone needs a little help.
If you need something more, we provide comprehensive managed services starting as low as $20.00/month. Contact our support team to find out more.
In many ways you could say our main product is customer support.
Looking past our Tier 1 bandwidth speeds, amazingly agile and versatile cloud technologies, and proven uptime service levels, we realize that many of our business clients judge us on our day-to-day interactions and whether we were able to deliver for them on a regular basis. It is old school business, but It's really what makes the difference for our business clients today.
Included with every service, we will do the following:
We value customer feedback. Please give us a report card on how we're doing. We want to know the good, the bad, and everything in-between. We're listening.
Described below is the scope and limitation of Canadian Cloud Hosting self-managed support for each product that Canadian Cloud Hosting offers. Because web hosting service by nature 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.
It is important for our customers to understand that when Canadian Cloud Hosting initially delivers a hosting service it has been pre-tested to be in 100% working condition. In our 15 years of web hosting and virtual server experience we have determined that most issues are usually a result of incompatibilities and configuration changes that have caused the server to become incompatible with our services.
We have an extensive Community Knowledge Base that should address the most common issues that are directly supported by us. In addition to our 24/7 Email support, we strongly encourage our customers to use this resource to not only seek support, but also to become more familiar with our product lines and the extent of our support.
If you ever have a question, you can always submit a support ticket to our team. If the issue isn't covered by our support team they will assist you in finding the information that you need.
Operation of common services.
We will monitor and ensure that all basic services are working, such as email, web serving, FTP, and your control panel. We will gladly perform manual checks for you should you feel your service is not working as intended.
We will maintain a best practice to ensure that our software is secure and free of exploits and vulnerabilities. We will control and determine the version of software used on our hosting services. It is important for us to use the most stable software versions on our servers, especially in a clustered hosting environment. As a result, the software we have deployed may not always be the latest version available.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components, and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner.
We support the basic installation and operations of the application offered in the One-Click installs section of the control panel.
We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, and FTP. We strongly encourage you to familiarize yourself with our products by using the Knowledge Base.
You are responsible for maintaining current backups of all your important data. We maintain our own data backups for any given server in the event of disaster; however we do not guarantee the availability or restoration of any lost data. Should you request restoration of any lost data, should it exist, a minimum fee of $25.00 will automatically be charged to your account. An additional fee of $25.00 per hour may be incurred for data restoration assistance that is prolonged for over one hour. In the event that your data loss was our fault we would waive any associated fees.
We will not automatically transfer or modify your domain names to use our service. You are responsible for using the support services provided by your domain registrar for any assistance relating to name transfers and name server modifications. You may also choose to have your domain transferred to our authority by submitting a request via the Account Center. Once your transfer has been completed you can then edit your name servers in the AccountCenter.
Domain name change.
You can change the domain name associated with service; however you are responsible for modifying any and all path names in any scripts or applications to reflect this change.
1 Issue Per Ticket
Our support staff ask that you send in one issue per ticket or e-mail. This helps us better track the requests and provide a timely resolution.
It also helps us to avoid missing an important question you may have asked, but that gets lost while looking into other issues.
3rd Party Software/Custom Applications
When you purchase hosting from Canadian Cloud Hosting, we provide the server resources and you install the applications. We provide basic installation support for popular open source software such as Wordpress, Drupal, Joomla and others.
If we do determine that we are unable to help you out with your issue with our complimentary basic support, then you can purchase our paid support. We do not debug custom code.
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