Effective as at 12.00pm 20/09/2024
Last Updated as at 12.00pm 20/09/2024
1. Purpose
This Support Policy outlines how One&OnlyHost (“we”, “us”, or “our”) provides support to our customers, detailing what you can expect from us and what we ask of you in return. We encourage all customers to familiarize themselves with this policy to ensure a smooth support experience. All capitalized terms that are not defined here have the meaning assigned to them in our Terms of Service.
2. Data Backup
Before you troubleshoot issues or request assistance from us, it is crucial to BACK UP ALL YOUR DATA. One&OnlyHost is not liable for any data loss or corruption, whether due to (i) our actions taken within the scope of the service, (ii) your actions, (iii) hardware failures, or (iv) software or technology malfunctions.
3. Support Methods
General Support:
Our support services are included with your hosting plan, and there are no additional fees for opening support tickets, calling our team, or using Live Chat. However, we do expect you to comply with this policy and our other Policies when using our support services.
Technical Support Tickets:
Submitting a support ticket is our primary and preferred method of resolving most issues. It allows us to properly document, track, and research each case. Please avoid opening multiple tickets for the same issue, as this can cause delays. If you need to update an existing ticket, you can do so by replying to the ticket email or logging into the support portal.
Live Chat:
You can reach us via Live Chat by clicking the designated button on our website. This allows you to instantly communicate with a representative. While Live Chat provides a quick way to initiate contact, complex issues may require us to open a support ticket on your behalf for further troubleshooting.
Phone Support:
We do not yet provide phone support, this service is coming soon.
4. Customer Relations
We are dedicated to offering prompt, professional, and courteous support. We understand technical problems can be frustrating, but we ask that you communicate with us respectfully, and we promise to do the same. If you feel your issue has not been handled properly or you have concerns, please request to speak with a supervisor.
5. Support Availability
Our support is available at the following times, depending on the method of contact. Although tickets can be submitted outside these hours, responses may only be provided during business hours.
- Technical Support Tickets: Available 24/7
- Live Chat: Available 24/7
- Phone Support: Not Available (coming soon)
- Billing Support Tickets: Monday-Friday, 9:00 AM to 7:00 PM (New Zealand Time)
6. Billing and Sales Support
Billing and sales inquiries are handled as quickly as possible. For more details about our billing practices, please refer to our Refund and Billing Policy. You can also view your invoices and update payment methods via the customer portal at my.oaohost.com.