Support Terms Of Service
The Work Related Boring Bits
Yes we know more boring stuff, but these terms cover the support we provide for you so you need to read them. These are part of our terms of business which you legally agree to abide by when you sign up for any of our services.
You need to be aware of these so that you know how our support works.
Read Support Terms Of Service ⇓
These are general points about the 3001Web support service to clarify what is included in your hosting and what isn’t. Please make yourself aware of everything on this page.
What is included in my hosting fees?
Your hosting fees are for the provision of and maintenance of high-grade active web hosting on the 3001Web servers. Hosting fees include repairs to any server-related function which may not be available or become faulty and as such affect your sites day to day operation.
If you are one of our managed hosting accounts we will also check daily for updates to WordPress core, your plugins and your theme. We will run/apply any updates using standard WordPress update methods free of charge as part of your hosting fees.
Should an update fail and need troubleshooting this will be billed at our usual per-minute site editing rates. In rare cases, if a WordPress update is major and has significant coding changes requiring extra time to upgrade your site there may be an extra fee for upgrades, this is however a rare occurrence.
With all hosting accounts, we will on request provide Cpanel access to your account to generally administer your hosting account, and provide a knowledge base to give you help with some of the functions of the control panel. Full documentation on using Cpanel can be found on their official website.
What is not included in my hosting fees?
Put very simply any task you ask us to complete for you that is not direct maintenance to the 3001Web servers and any task you could have done yourself.
Including but not limited to:
Replacing any out-of-date/end-of-life WordPress Plugins, Installation of new WordPress plugins, fixing any page or programme broken due to editing by the client or any other third party, cleaning of any site that has been hacked, changing passwords in Cpanel, setting up or editing email addresses or passwords, site edits, sourcing of new plugins, software or images, troubleshooting connections to our mail server from third-party email software or mobile devices and fixing of any errors on your site no matter what the cause.
Unlike many hosts, we offer quality speedy, and effective support in many areas. We will do our utmost at all times to solve any issues or requests you send us relating to your site, however, this is NOT a responsibility we have to you it is an extra service.
If we can’t solve your issue then most times we will find you someone who can. Be aware however our only responsibility to you is to provide you with active web hosting space. Any other service is an additional service and is offered ONLY when the time commitments of our staff will allow.
You also need to understand that we do NOT offer additional support services free of charge. If our staff has to work on any part of your site whether that be something as simple as setting up an email account or a complex install of a script or programme, you WILL be billed for any time our staff gives to your online business.
A specific note on help with configuring mobile devices or third-party email software to connect to our email servers. All the details you need to connect to your email accounts are provided free of charge, if you want us to troubleshoot or support third-party email programmes or mobile devices that time will be charged at our usual rates. 99.99% of the time a client has issues connecting to email the issue is with incorrect settings in an email programme, the users' device, or port limitations set by the internet service provider, and will not be the fault of our servers. We encourage you first to seek support from the company that provides your email software or mobile device. It is really their job to support their own products. Of course, if the issue is an error with the email server that will be rectified free of charge.
To be clear we can try to help you with issues like this but the time will be charged.
To give the best value possible for hosting clients we offer a per-minute billing system for additional support and site editing services so that you only pay for the exact amount of time our staff work on your site/issue our minimum charge is just 5 minutes, not one hour. For clients who do not host with us, a higher hourly rate is charged and billed in 30-minute increments with a 30-minute minimum charge.
The current rates are listed in the billing section of our knowledge base.
How 3001Web support works
If you have an issue or task you need help with you can submit a support ticket for help from our team. In cases where we may need to talk to you or you would like to talk to us, telephone and live chat on various platforms are available. Please note however that all regular support regarding your site or hosting account must first be submitted via support ticket.
We will then look at your issue/task and offer one of the following resolutions:
- We will tell you how to fix the issue for yourself or point you to our knowledge base for the help you need.
- We will direct you to another website that can answer your question or offer services to deal with your issue.
- We will fix/correct/resolve the issue for you.
For numbers 1 and 2 there is no charge, we like to help our clients learn as much as possible when it comes to running a website, this is much more beneficial for the client long-term and frees up the time of our support staff for issues that can not be corrected by clients directly.
Any work we do for you on your site will be billed at our current rates. This includes but is not limited to:
- Editing of HTML or PHP pages
- Installation, upgrade, or replacement of scripts/plugins/add-ons and programmes.
- General Cpanel administrative tasks such as setting up email addresses, redirections or any other Cpanel function that could have been performed by the client.
- Modifications applied to third-party scripts or programmes.
- Banner and graphic design and theming work.
- The fixing of any errors on the client's site no matter what the cause.
- RE-editing or re-applying any previous work completed by us that has been undone by the client, their employees or any third party for any reason.
- Help with configuring mobile devices or third-party software to connect to our email servers. All the details you need to connect to your email accounts are provided free of charge, if you want us to troubleshoot or support third-party email programmes or mobile devices that time will be charged at our usual rates.
You will ALWAYS be informed that you will be charged for any billable work before the work begins. Please bear in mind, however, that while we can provide estimated costs for work it is not always possible to know exactly how long a task will take, estimates are not fixed-priced guarantees they can vary either way.
WordPress Plugin Or Theme Issues
As you know part of our managed hosting packages is to keep your plugins and themes up to date. To do this we simply install the latest version of a plugin or theme provided by the theme or plugin author.
Should there ever be an issue with a theme or plugin that causes your site to break, it is the author's job to support their own work. Please remember there are tens of thousands of WordPress plugins we cannot know them all. We install them for you and update them for you but we cannot possibly offer support for them. This is the responsibility of the creator of the theme or plugin to help you.
On occasions where issues occur, we may be able to disable themes and plugins to at least get your site working rather than showing an error, however, you may need to contact the author of the theme or plugin for a fix.
If time allows we may contact the author for you on your behalf. Please be aware however that the time spent communicating with the author and applying any fixes takes will be billed at our site editing rates. Often it will be faster and cheaper for you to just contact whoever you purchased the theme or plugin from for a fix.
If you do want us to communicate with them for you, you will need to provide us with your login details for the author's site. Most premium plugin companies will check that you are a valid customer before offering support.
Important Things To Note
3001Web is primarily a web hosting company we are not webmasters. Any work we may carry out on your site is on a job-to-job basis as an additional service when the time of our staff allows. Once the work is completed to your satisfaction and you have paid the bill, further work on your site is classed as a new job.
What Happens If 3001Web cannot help me with an issue or editing requirement?
Should the situation arise that we are unable to perform edits for you we have made provisions in the knowledge base for you to find other professionals to help you with your site.
LIMITS OF LIABILITY FOR WEB HOSTING SERVICES
We shall endeavour to make available to you at all times the Server and the Services, but we shall not, in any event, be liable for interruptions of Service or downtime of the Server. 3001Web or its staff will not be responsible for any damages real or perceived that your business may suffer. We make no warranties of any kind, expressed or implied for the hosting services we provide. We disclaim any warranty or merchantability or fitness for a particular purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by 3001Web and its employees.
The service may become unavailable for any of the following reasons:
Essential Scheduled Maintenance.
We will inform you of this in advance by email and where possible schedule such work outside business hours in the country the server is located.
In this case, we may not be able to provide any notice but any work will be carried out as quickly as possible.
These may be local to our data centres or to your own neighbourhood or any number of points in between. We have absolutely no control over these kinds of issues.
In the event of hardware failure, we will work to rectify any issues and replace faulty hardware as quickly as possible.
Should our servers ever be breached we may need to suspend service while we investigate a breach and re-secure the server.
It is possible that some actions may trigger our security protocols preventing IP addresses or individuals from accessing our services. In these instances please contact us by email or telephone for support.
Please be aware that servers need regular maintenance to keep running smoothly. It is always our aim at 3001Web to keep our servers as healthy and secure as they can be while minimising any disruption as far as possible.
3001Web will not be liable to you or any third party for damages, real or perceived for but not limited to; data loss, losses in profits, losses in advertising spend, lost savings or other incidental, consequential or special damages, as a result of our servers not being available due to planned maintenance, emergency maintenance, hardware or network failures or any other interruption to the service.
The maximum compensation we would ever offer to you, at our discretion, will not exceed a daily pro-rata hosting refund covering the period the service is unavailable. This will not be applicable in the event you trigger a firewall on our servers when trying to access your site or our server security blocks what it considers to be suspicious or potentially dangerous traffic.
LIMITS OF LIABILITY For Site Editing Or Design Services
On completion of ANY design/editing work on your site, we will always ask you to completely check ALL the content and ALL the functionality of your website thoroughly for errors. This includes how any third-party services like Ad networks or stats trackers may interact with your site. You should not assume that 3001Web or its staff are aware of all your business practices or all of the functionality of your site. It is also impossible for us to know about or keep track of all the third-party services you may use and how they interact with your site.
Please be aware that we WILL retain a copy of the original website/page so that we may establish if a reported error was caused by our work or was evident on the original version of the site.
If you find an error in our work, of course, we will do our very best to correct it. If the error is caused by a third-party plugin or service we will endeavour to communicate with that third party to find a solution for you when our time allows. That said we can accept no liability for the compatibility or suitability of third-party services, plugins, code, themes or services that may interact with your website and we may refer you directly to said third parties for a resolution in the case of errors.
While professional best efforts are always maintained 3001 Web can not guarantee that our work will be error-free, mistakes can happen. We can promise to correct any errors caused by our work as soon as is reasonably practical if and when you make us aware of such errors after checking your site on completion of the work. Any errors should be reported within 3 days for correction. This only covers errors caused by 3001Web or its staff, any errors caused by you or any third party hired by you may incur fees to repair.
We can not guarantee the longevity of any work we perform on your site as this can be affected by changes in third-party systems or the constantly changing coding of various computing languages. Things change quickly on the internet and work may need re-doing in the future due to changes in themes, plugins, programming languages or web standards, such work would be classed as a new job and will be billable.
Should our staff perform edits to your site by your request, once those edits have been completed 3001Web will not be liable to you or any third party for damages, real or perceived for but not limited to; losses in profits, losses in advertising spend, lost savings or other incidental, consequential or special damages, as a result of the work even if you have advised us of them. The maximum compensation we would ever offer to you at our discretion will not exceed the fees paid by you for the job/work in question.
LIMITS OF LIABILITY For WordPress Update Services
This applies to hosting clients on 3001Web managed hosting or external clients who pay for our WordPress updates and maintenance service. We check all sites using these services daily for any available updates to WordPress core or any themes and plugins the client may use via our automated maintenance systems. If updates are available they are run in the same way they would be had the client clicked update from their WordPress admin area.
In the event that an error in an update occurs that causes a website or any particular functionality to break, whether that issue is caused by the automation process or errors in coding from a third-party plugin or theme updates 3001Web or its employees will not be liable to you or any third-party for damages, real or perceived for but not limited to; email data loss, lost orders, losses in profits, losses in advertising spend, lost savings or other incidental, consequential or special damages, as a result of the faulty update. You may of course contact us to fix your website but this will be billed at our usual rates.
Use of our Email Servers
We make no representation and give no warranty as to the accuracy or quality of the information received or sent by any person via the 3001Web email Server and we shall have no liability for any loss or damage to any data stored on the Server whatever the cause of the loss or damage may be.
Our email service is provided as a free service to complement your hosting account with us. It is provided on an "As is" basis. If your business is email critical you should have us set up professional email on a server specifically designed for that purpose independent of your website hosting. Professional email hosting is very reasonably priced and the benefits far outweigh the costs. Backing up your email data is your responsibility, not ours.
3001Web will not be liable to you or any third party for damages, real or perceived for but not limited to; email data loss, lost orders, losses in profits, losses in advertising spend, lost savings or other incidental, consequential or special damages, as a result of using our email servers.
Domain Registration Or Renewal
Our domain registration/renewal service is provided as an extra service to complement your hosting account with us. We do charge a small fee for this service which is added to the cost of the yearly renewals. This covers our staff manually renewing your domain on your behalf.
ALL domain renewals MUST be paid for in advance. We will not renew or register any domain unless we have received a cleared payment. It is your responsibility to make sure payment reaches us at least 7 days before your domain expires. Once registered/renewed domains payments are non-refundable. Domain registrars do not offer refunds therefore neither can 3001Web.
3001Web will not be liable to you or any third party for damages, real or perceived for but not limited to; loss of domain name, email data loss, lost orders, losses in profits, losses in advertising spend, lost savings or other incidental, consequential or special damages, as a result of using our domain registration service.
3001Web reserves the right to change these terms of service at any time. All clients will be notified by email of any changes. These and our other terms of service pages constitute our contract with you for services as such by using our services you are agreeing legally to these terms.
Last Updated 19.02.2022
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