Support Policy - Petal Host

Legal Policies

Effective Date: Aug 1, 2025

This Support Policy outlines the scope and limitations of technical assistance provided by Petal Host to its customers. Our aim is to provide timely and accurate support for services hosted under Petal Host.

1. Support Channels

  • Email Support: support@petalhost.com
  • Support Ticket System (via Client Area)
  • Live Chat (for sales and basic queries)

2. Support Hours

Technical support is available 24/7/365. Sales and billing departments are available Monday to Saturday from 10:00 AM to 7:00 PM IST.

3. Scope of Support

Petal Host provides assistance for the following:

  • Basic hosting setup (email, FTP, DNS, control panel access)
  • Server or service downtime investigations
  • Configuration help with Petal Host-provided software and tools
  • Initial website migration assistance (if included in your plan)
  • Control panel and domain-related issues

4. Out-of-Scope Services

We do not provide support for:

  • Third-party software installations, scripts, or plugins
  • Custom code debugging or website development
  • Issues arising from customer-modified configurations
  • SEO, design, or marketing consultancy
  • Management of VPS unless Managed Services addon is active

5. Managed Hosting Support

If you have purchased a managed hosting plan, you are eligible for extended support including:

  • Web server stack maintenance
  • Security patching
  • Firewall and malware scanning (if included)
  • Performance optimization advice

6. Customer Responsibilities

  • Maintain regular backups of your website and data
  • Use strong passwords and secure software/scripts
  • Provide clear and accurate information when submitting a ticket

7. Response Times

We aim to respond to all tickets within 2 to 6 hours. However, response times may vary depending on the complexity of the issue and current support queue.

8. Abuse of Support

  • Use of abusive language or threatening behavior towards support staff will not be tolerated.
  • Abuse may result in suspension or termination of your services without notice.

9. Changes to Support Policy

Petal Host reserves the right to modify this Support Policy at any time. Updates will be posted on our website or client portal.

If you have questions about this policy, please contact support@petalhost.com.