Support Policy

1. Self-managed service model

Unless a service description expressly says otherwise, AI1Host hosting is self-managed. We operate the hosting platform and core services; customers manage their websites, applications, content, mailboxes, users and day-to-day configuration.

2. What standard support includes

• Platform faults and availability issues.
• Account access, activation and basic platform guidance.
• Billing, renewal, security and abuse queries.
• Reasonable help identifying whether a fault is platform-related or within customer-managed software.

3. What standard support does not include

• Building, editing or administering websites.
• Debugging custom code, themes, plugins or third-party applications.
• Search optimisation, content work, training or consultancy.
• Guaranteed recovery of customer data or repair of compromised websites.

Additional work may be quoted separately where available.

4. Making a useful support request

Use the ticket or email route and include the affected service or domain, when the problem began, exact errors, recent changes and steps already tried. Please mask passwords and other secrets. “It’s broken” is emotionally valid, but technically rather underpowered.

5. Priorities and response targets

Requests are prioritised by impact rather than arrival order alone. Current definitions and initial response targets are set out in the Support Policy & Service Levels.

6. Responsibilities

AI1Host is responsible for maintaining the platform and core services. Customers are responsible for their data, applications, updates, credentials, configurations and suitable backups, except where a specific service description states otherwise.

7. Reasonable and respectful use

Support usage must be reasonable and communications must remain respectful. Excessive or specialist work may require a paid service or different plan. Abuse towards staff may lead to restrictions or suspension.

8. Changes to this policy

We may update this policy as the service model changes.