1. OFFICIAL CHANNELS
1.1 Authenticated tickets in the customer control panel are Hostly's official channel for account-specific support, billing changes, security requests and service incidents.
1.2 Community chat, Discord or external messages may provide general guidance but do not replace ownership verification or create binding service commitments.
2. INCLUDED TECHNICAL SUPPORT
2.1 Hostly provides reasonable assistance for Hostly-controlled infrastructure failures, network routing, purchased service provisioning, control-panel access and DDoS filtering concerns.
2.2 Installing or debugging third-party software, game plugins, customer code, databases, operating systems, custom security rules and application performance is generally best effort unless included in a specific paid support agreement.
2.3 Hostly may require reproducible information, logs and reasonable cooperation and may decline to access a customer's environment when doing so could compromise security or exceed the contracted scope.
3. PRIORITIES AND TIMING
3.1 Hostly may prioritize widespread outages, critical security issues and service-impacting network incidents over routine configuration or general inquiries.
3.2 Support response and resolution times depend on severity, staffing and request volume. Availability of a ticket portal at all hours does not promise 24/7 staffed human responses.
3.3 No guaranteed response, repair or resolution deadline applies unless the specific service order expressly provides one.
4. SECURITY AND CUSTOMER DATA
4.1 Hostly may request temporary troubleshooting access only to the extent reasonably necessary, and customers should not disclose passwords in public channels.
4.2 Customers remain responsible for independent backups, software licensing, updates and application-level security. Support advice does not transfer these responsibilities to Hostly.
CONTACT
For service-related questions, open an authenticated support ticket at hostly.network. This policy is incorporated into the Terms of Service only when published and applicable.
HOSTLY US, LLC 1209 MOUNTAIN ROAD PL NE STE N ALBUQUERQUE, NM 87110 UNITED STATES