Support Policy

1. Introduction

This Support Policy outlines the types of support services provided by Element 74, LLC ("the Company") to our valued customers. Our commitment is to offer timely and effective assistance to ensure your experience with our web hosting services is seamless and productive.

2. Support Channels and Availability

  • Support Channels: We provide support through the following channels:
    • Use the form below to submit a ticket.
  • Support Hours: Our support services are available 8:30 am - 5:30 pm CST, Monday - Friday. Our team strives to respond promptly to all inquiries within 24 hours.

3. Scope of Support

  • Technical Support: We offer technical assistance for issues related to website hosting, webmail access, server performance, configuration, and general troubleshooting. We do not provide email configuration support for 3rd party email tools such as Outlook, MacMail, or iOS mail apps.
  • Account and Billing Support: Our support team is available to help with account setup, billing inquiries, and payment-related concerns.
  • Domain and DNS Support: Our support scope includes assistance with domain registration, DNS configuration, and domain-related issues.

4. Exclusions

  • Third-Party Software: We do not support third-party software or applications not directly related to our hosting or email services.
  • Website Development: Support or additional troubleshooting for website integration for 3rd party services and content creation is beyond the scope of our services.

5. Response and Resolution Times

  • Response Times: We aim to respond to all inquiries within 24 hours. Response times may vary based on the complexity of the issue and the support channel used.
  • Resolution Times: While we strive to resolve issues promptly, the time required for resolution may vary. Complex matters may take longer to diagnose and fix.

6. Priority Levels

  • High Priority: Critical issues causing service downtime or significant loss of functionality will be treated as high priority.
  • Medium Priority: Issues affecting functionality but not causing complete service downtime will be addressed with medium priority.
  • Low Priority: Non-critical inquiries or requests for general information will be considered low priority.

7. Service Level Agreement (SLA)

  • A separate Service Level Agreement (SLA) may be available for specific service plans. Please refer to the SLA for details on your service contract.

9. Feedback and Improvement

We value your feedback. Please let us know how we can improve our support services by sharing your suggestions or concerns with our support team.

10. Contact Information

For support inquiries, please get in touch with us through the following channels:

We appreciate your trust in Element 74, LLC as your web hosting provider. Our support team is dedicated to ensuring your online presence is reliable, secure, and successful.

Please use the form below to submit a support ticket.


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