Support Policy
The Vtiny Hosting™ Support Policy defines the support policies and procedures. We ask each client to read and familiarize themselves with these policies. We look forward to providing quality support for all of your hosting needs. Terms used but not defined in this policy have the meaning given to them in our Terms of Use.
Data Backup
Before attempting to resolve a problem yourself or engage us to resolve service issues, please BACK UP ALL DATA. Vtiny Hosting™ is not responsible for any loss or corruption of data, including those resulting from: (i) our authorized actions, (ii) the actions you take while using the Services, (iii) hardware failures, or (iv) any other software or technological failures.
Support Methods
General Support
The support we offer is included as a Service. We do not charge a fee for responding to technical support tickets, but we expect you to comply with the terms of this Support Policy and our other policies when using this Service.
Technical Assistance Tickets
This is our main assistance system. ALL problems will require the submission of an incident ticket. It is the preferred method because of the ability to follow the problems to be solved and to give us the time to properly examine and investigate the problems. Please do not submit multiple tickets on the same issue as this is just confusing. If you need to add information to an existing ticket, please do so in the existing ticket by logging into the support system.
Customer Relationship
We strive to provide you with courteous, professional and technically accurate support. While we understand how frustrating technical problems can be, we ask that you treat us with respect and we will do the same in return. Our ultimate goals are the same: to provide you with timely and accurate support.
Support Hours
The hours below correspond to the availability period of the Support Service. You can of course submit tickets outside of these hours, but responses may not be received until support service resumes.
- Assistance Tickets: 7 days a week
- Billing Tickets: Monday to Friday 9:00 a.m. to 7:00 p.m. Eastern Canada Time
Billing and Sales Assistance
Billing and sales support tickets are processed as quickly as possible. Please see our Refund and Billing Policy. You can view invoices and update your payment method by accessing the customer portal.
Policy Date
This Support Policy was last updated on March 25, 2020.