Our ticketing system has a built-in time metering system for tracking how long our engineers work on tickets. When our engineers begin working on your ticket, they press "start" - and the timer begins. You are only timed for time spent working.

We are system administrators, not developers - and it's unrealistic for us to provide support for all applications under the sun. Limitations to support or "out of scope support" is defined as support for software or application that we do not have experience with, or problems within your own code.

Please understand that we don't do everything for you, as we're a host, not a developer. However, our support engineers will give you guidance and advice on how to patch your site from further breaches.

We try to be as transparent as possible about what is included in our support. To learn exactly what is included in our support, and how much it will cost you to get it, please visit our scope of support page.

If you have more complex requirements that demand additional system administration time, you can upgrade to a higher management level. You can easily request a change to your Support Level directly from your client area portal.