Service policy
Support SLA
Support availability, priority levels, target response times, maintenance notices, and uptime credit rules.
Effective date: July 23, 2026
Customer clarity
Plain-language terms for hosting, domains, billing, support, and WordPress services.
Portal coverage
Maps to hosting, domains, billing, support, and WordPress workflows.
Support path
Questions can move into support with service and billing context attached.
Policy guidance
These pages help customers understand service expectations before ordering or opening a support request.
Review service details, billing dates, cancellation terms, and renewal timing before ordering.
Use support tickets for account-specific policy, billing, domain, or service questions.
Keep hosting usage, quota, and service details easy to review inside the customer portal.
Support path
Policy questions should flow through support so your account can link tickets, services, invoices, domains, plugin licenses, and support history together.
Support channels and hours
Primary support is provided through the Cheap Clouding portal and support email. Live chat may be available for triage, but tickets remain the system of record for account-specific billing, domain, security, and service work.
- Ticket intake is available 24/7 for hosting, billing, domain, WordPress, security, and account requests.
- Critical platform incidents may be monitored and handled at any time when they affect production availability.
- Non-critical requests are prioritized by impact, queue load, required access, provider response, and customer cooperation.
- Customers must provide service IDs, domain names, URLs, screenshots, logs, and reproduction steps where available.
Priority levels
Support priority is assigned based on customer impact, platform risk, security risk, and operational urgency. Cheap Clouding may reclassify priority after triage.
- Critical: production service is unreachable for multiple customers, active security compromise, active phishing/malware, or major billing/payment failure.
- High: single production service is severely degraded, important email/web/DNS issue, failed renewal risk, or urgent account access issue.
- Normal: setup help, configuration changes, plugin questions, migrations, minor errors, billing questions, or non-urgent domain tasks.
- Low: guidance, cosmetic issues, general questions, feature requests, documentation requests, or planned changes.
Target first response
First response means a human review, request for information, escalation note, or initial action. It does not guarantee final resolution within the same window.
- Critical: target first response within 1 hour.
- High: target first response within 4 hours.
- Normal: target first response within 24 hours.
- Low: target first response within 48 hours.
Resolution and maintenance
Resolution timing depends on issue complexity, customer cooperation, provider response, third-party systems, DNS propagation, software vendors, and required security review.
- Planned maintenance may be announced through the portal, network status page, email, or support notices when practical.
- Emergency maintenance may happen without advance notice to protect security, stability, data, or provider compliance.
- Customer-caused issues, unsupported code, outdated software, external DNS, registrar delays, payment holds, and third-party outages are outside direct resolution guarantees.
Uptime credits
Eligible hosting plans target 99.5% monthly network and server availability for covered production hosting services. If Cheap Clouding confirms a covered outage below that target, the customer may request a service credit within 7 days after the affected month ends.
- Credits are limited to the affected hosting service's monthly recurring fee and are applied as account credit, not cash.
- Credits do not apply to planned maintenance, emergency security work, customer configuration, abuse suspension, unpaid invoices, registrar/DNS propagation, third-party outages, force majeure, or unsupported customer code.
- The maximum service credit for a month is 25% of the affected service's monthly recurring hosting fee unless a written agreement says otherwise.