Technical Support Scope

This page attempts to outline the scope of our technical support. This should provide some insight into our role as your web hosting provider.

The following document outlines the scope and limitation of support for each product that Crucial Web Hosting offers. Because web hosting service by nature relies on a combination of customer supplied client software and third-party products it is important to define what is supported by our company and what is the responsibility of the customer and/or third-party software vendors.

It is important for our customers to understand that when Crucial Web Hosting initially delivers a hosting service it has been pre-tested to be in 100% working condition. In our 15+ years of hosting experience we have determined that most customer issues are usually a result of incompatibilities and configuration changes that are not compatible with our services.

The following information outlines the scope and limitation of support for each product that Crucial Web Hosting offers. Due to the nature of web hosting, it is important to define what we support as a web hosting company and what is the responsibility of our clients.

We Support

Common Services. We actively monitor and ensure that all basic services are working, such as email, FTP, SSH, web serving, and cPanel. If you feel a service is not working, we will manually check to make sure it is working as intended.

Server Software. We will maintain and secure all software that resides on a server, such as Apache, MySQL, and PHP. We will control and determine the version and configuration of software on our servers. As a result, software we have installed may not always be the latest version available or be compatible with your own software.

Hardware. We will monitor and maintain all of the server hardware. In the event of a hardware failure, we will replace any faulty hardware as soon as possible.

Your Responsibility

Scripts & Applications. You are fully responsible for the installation and operation of any and all scripts and applications installed on your account.

We will not troubleshoot or provide any support relating to malfunctioning scripts or applications. You are responsible for maintaining the latest version of any and all installed scripts and applications. You are responsible for the security of all scripts and applications installed on your account. We do not provide security auditing or disinfection of exploited software or accounts. If you need support regarding a specific script or application we advise you to contact the software vendors support resources and Google to assist you with any third party script or application related issues. This is a policy we must strictly adhere to. We do offer a “Paid Support” department where we may be able to be of assistance depending on the issue. Paid support is offered at a rate of $150/hr with a one hour minimum.

Exploits & Compromise. Crucial Hosting does not provide forensic analysis of application exploits as part of “Technical Support”. If you suspect that your application has been compromised or exploited, or if you are notified by our staff that your account has been compromised, you are fully responsible for determining the attack vector and any exploited files that may exist on your account.

99% of all exploited accounts are due to outdated software installations with known exploits in the wild, such as WordPress installations and plugins. If you find that your account has been compromised it is best to assume that all files on your account have been exploited. Once an account is compromised the attacker will have full access to all files on your account including addon domains. Backdoors are often placed in a variety of areas of your account to allow the attacker to regain access if you simply fix the attack vector (by upgrading your software). The attacker will simply use the backdoors placed on your account to regain access and exploit your files once again or do additional damage.

We recommend restoring your account from your most recent backup that has not been compromised and immediately updating all software, plugins, extensions or other code that may have updates available. Unfortunately, simply upgrading an outdated installation on one domain does not mean that you have cleaned the exploit from your account as many exploited files and ‘backdoors’ may exist across any and all domains on your account. If you would like our Administrators to assist you with regards to exploits you can open a ticket with our Paid Support department where we can perform a one hour analysis of your account at our Paid Support rate of $150/hr. At that point we can provide you with additional guidance, which will almost always be to restore your account from the last known uncompromised state and immediately upgrade all software associated with the entire account.

Internet Training. It is expected that you have a basic understanding of Internet concepts such as DNS, email, and FTP.

Data Backup. You are responsible for maintaining current backups of your data. We maintain our own backups in the event of a disaster, however, we do not guarantee the availability or restoration of any lost data.

DNS Zone Files. A DNS zone file converts your IP address to your domain name. You can modify A, CNAME, TXT, and other records for your domain’s zone file from cPanel.

Domain Names. You are responsible for using the supported services provided by your registrar for anything related to your domain name. If you choose not to use our nameservers, you are responsible for modifying your DNS records to point to your IP address, which can change without notification.

Domain Name Change. We can change the primary domain name associated with your account, however, you are responsible for modifying any and all path names in any scripts or applications to reflect this change.

Email Client Configuration. We can assist you with the most basic settings for an email account with your preferred mail client, such as Microsoft Outlook or other third party mail client. However, we cannot assist you in any advanced configuration or troubleshooting, such as spam filtering.

FTP Client Configuration. We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software. We will do our best to help you make a connection to your account.

Remote Access to MySQL Database. Currently we do not allow remote access to mysql database.