Support Policy

iHoster24 support is provided by human engineers through the Client Area, with an optional AI chat assistant (Amevia) for first-line help. This policy explains channels, what we cover, and what remains out of scope.

1. Channels

  • Primary: tickets in the Client Area.
  • Email: support@ihoster24.com (routed into support workflows).
  • Optional: on-site Amevia chat widget for quick questions.
  • Status: service status information is published at /support/status when available.

Billing, privacy, and abuse requests should use the contacts in the relevant legal pages (privacy@dioartis.com, abuse@dioartis.com).

2. Hours and languages

Support is offered internationally. The website interface is available in multiple languages; support replies are typically in English or Romanian depending on the ticket language and agent availability. We do not guarantee 24/7 live chat coverage for every channel.

3. In scope

  • Account access, login issues, and Client Area navigation.
  • Service activation, basic configuration of hosting/VPS/reseller features included in your plan.
  • DNS pointing guidance for domains registered or managed through us.
  • Platform incidents affecting availability of our shared infrastructure.
  • Guidance on using documented control-panel features (for example cPanel/WHM where included).
  • Migration assistance within the limits of the Migration Policy.

4. Out of scope

  • Unlimited custom coding, theme/plugin development, or full application debugging.
  • Content writing, SEO campaigns, or marketing services.
  • Training for general web development or third-party SaaS products we do not operate.
  • Guaranteed recovery of data you deleted if it falls outside backup retention (see Backup Policy).
  • Legal advice; we can point you to the published legal documents only.

5. Response expectations

We aim to acknowledge tickets in a reasonable time during business coverage, prioritising outages and account-lock issues. Complexity, incomplete information, and peak load can extend resolution time. Unless a separate written support SLA exists for your account, response times are operational targets — not contractual guarantees.

6. Optional AI assistant (Amevia)

Amevia may provide automated answers and collect conversation context to help support. It is an assistant, not a substitute for ticket support on billing disputes, abuse, or security incidents. How chat data is processed is described in the Privacy Policy and Subprocessors list.

7. Escalation and abuse

Security and illegal-content reports should go to abuse@dioartis.com (see Abuse & Copyright). Repeated abusive or threatening behaviour toward staff may lead to restricted support channels or account action under the Terms.

8. Updates

We may update this policy as channels and products change. The effective details appear in the document information block above.