Customer support, and what it covers.

In many ways, our main product is customer support. Our business clients judge us on day-to-day interactions and on whether we deliver for them, week after week. That is old-school business, and it is what makes the difference.

Included with every service, we will:

• Keep listening to customer feedback.
• Reply to your business emails and support tickets within 24 hours.
• Give you complete information, so you get the answer you need.
• Have expert staff available 24/7.
• Be friendly and reachable at all times.

We value your feedback. Tell us how we are doing, the good and the bad, at support@cacloud.com. We are listening.

Every CACloud server is self-managed. Even so, everyone needs a little help sometimes, and our team is here for that. The sections below set out the scope and limits of self-managed support for each product we offer.

Web hosting relies on a mix of software you supply and third-party products. So it matters to say clearly what our company supports and what is the responsibility of you or your software vendor.

When we first deliver a hosting service, it has been tested and is working. In our experience, most later issues come from incompatibilities and configuration changes that leave the server out of step with our services.

Our Knowledge Base covers the most common issues we support directly. Alongside 24/7 email support, we strongly encourage you to use it, both to solve problems and to learn our product lines and the reach of our support.

If you ever have a question, you can always submit a support ticket. If the issue is outside our scope, the team will help you find the information you need.

Operation of common services

We monitor and make sure the basic services are working: email, web serving, FTP and your control panel. If you think a service is not working as intended, we will gladly run a manual check for you.

Software versions

We keep our software secure and free of known exploits and vulnerabilities. We decide which version of each piece of software runs on our hosting services. We choose the most stable version, which matters most in a clustered environment, so the software we run is not always the newest release.

Hardware

We monitor and maintain every part of the server hardware. If hardware fails, we replace it as fast as we can. We keep an inventory of replacement parts and service contracts with hardware vendors, so a faulty part can be swapped quickly.

One-click applications

We support the basic installation and operation of the applications offered in the one-click installs section of the control panel.

Internet training

We do not provide training on the basic operation of internet technology. We expect you to understand concepts such as DNS, email and FTP. The Knowledge Base is the best place to get familiar with our products.

Data backup

You are responsible for keeping current backups of all your important data. We keep our own backups of every server for disaster recovery, but we do not guarantee that lost data can be restored. If you ask us to restore lost data, and it exists, a minimum restoration fee is charged to your account, plus an hourly fee if the work runs past one hour. If the data loss was our fault, we waive those fees.

DNS and domain names

We do not transfer or change your domain names to use our service. Your domain registrar's support handles name transfers and name-server changes. You can also transfer a domain to us by submitting a request in the customer panel. Once the transfer completes, you can edit your name servers there.

Domain name change

You can change the domain name tied to a service. You are responsible for updating every path name in your scripts and applications to match.

One issue per ticket

Please send one issue per ticket or email. It helps us track each request and resolve it on time. It also stops an important question from getting lost while we work on something else.

Third-party software and custom applications

When you buy hosting from CACloud, we provide the server resources and you install the applications. We give basic installation support for popular open-source software such as WordPress, Drupal and Joomla. If our complimentary basic support cannot solve your issue, you can buy paid support. We do not debug custom code.