WE’RE HERE FOR YOU
Every Neo Genesis WEB customer has access to our Knowledge base support. You can reach us also by chat, phone, email, or support request. Providing you with world-class support for your hosting account.
- A friendly, helpful support experience every time
- Quick answers to chats, support requests, emails and calls
- Extensive self-help resources like our Knowledge base.
- Timely, informative updates on maintenance, system incidents, and any occasional service interruption
- An open ear and serious attention to all your feedback, both good and bad
Extraordinarily good customer support is probably why you choose to host with Neo Genesis WEB in the first place. And, we can’t thank you enough for making that choice. We take great pride in the passion, professionalism, and personality our team shares with you when you need support.
As we add new features and services for you, and as you add new third-party applications and software, it’s important that we let you know what’s included in our hosting product support and what’s not. This Statement of Support is not intended as, and does not constitute, a binding agreement by either You or Neo Genesis WEB and is merely intended to specify some of the proposed guidelines of Neo Genesis WEB support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of Neo Genesis WEB without notice to You. Some of the products and services listed below may not be available in all markets. As always, if you have questions or need support you can call, chat, or write and we will be there to help 24 hours a day, seven days a week, 365 days a year.
|Here’s a breakdown of what’s supported and what’s not||Supported||Not supported|
|Client Area and its tools and features|
|Accessibility of control panel (cPanel®)|
|Function of control panel (cPanel®) features|
|Grid FTP and SSH server performance and uptime|
|Network performance and uptime|
|Hosting hardware installed in our data centers|
|Foundational software presences updates and functionality|
|Security updates and patches on the (gs) Grid-Service|
|MySQL container access and functionality|
|Control panel (cPanel®) assistance and guidance|
|Any client, script, application or content installed by Customer|
|Control panel (cPanel®) plugins & add-ons|
|Applications in the cPanel® Application Catalog|
|Third party SSL certificates|
|Custom DNS zone files|
|Any third party services|
|Any root level server customizations|
|Email client configuration|
|FTP client configuration|
|Content and data backups|
|Third party domain registrations|
|Private name servers|
|Cross browser compatibility|
|Hacks due to Customer controlled vectors|
Website Maintenance Services
Need even more help? Our certified, in-house Neo Tech Team optimize servers, install your web apps, secure your sites, and more. You can get Website Maintenance Services On-Demand, or set up a subscription.