At Florida Web Architects, we are committed to providing fast, reliable, and professional support for all of our services. This document outlines the scope of what is covered under our standard support, as well as what is out-of-scope.
Shared Hosting Support Scope
Our team provides support for:
- Accessing and logging into your Client Area and cPanel.
- Setting up and managing email accounts through cPanel.
- Assistance with DNS settings when your domain is registered with us.
- Troubleshooting common hosting issues (errors 500, 403, 404, quota issues).
- Restoring from available backups.
- Upgrading or downgrading hosting packages.
Out-of-scope for shared hosting:
- Debugging website code (HTML, CSS, PHP, JavaScript).
- Fixing application-specific issues (WordPress, Joomla, plugins, themes, etc.) unless part of a paid maintenance plan.
- Custom configuration requests that require root access.
- Items within the "Out of Scope for All Services" header at the bottom of this document.
Cloud Server Support Scope
Our cloud servers include WHM/cPanel and root-level access for advanced users. Support includes:
- Access and login assistance for WHM and cPanel accounts.
- Server monitoring (CPU, RAM, disk usage).
- Guidance on restarting services (Apache, Nginx, MySQL, Exim).
- SSL installation assistance (AutoSSL and manual).
- DNS management through WHM/cPanel.
Out-of-scope for cloud servers:
- Full server administration or management unless covered under a Website Maintenance Plan.
- Custom software installation or configuration.
- Troubleshooting third-party applications installed on the server.
- Performance tuning or code-level debugging of websites.
- Items within the "Out of Scope for All Services" header at the bottom of this document.
Website Maintenance Plan Support Scope
Our maintenance plans cover:
- WordPress or Sitejet updates (core, plugins, and themes [as available])
- Security patches.
- Backup configuration using our tools
- Cloudflare and DNS changes for sites when your domain is registered with us.
- Uptime monitoring using our tools
- Daily security scanning using our tools
- Copy/paste text replacements or image swaps
- Basic troubleshooting
They do not cover:
- Full redesigns
- Content changes beyond copy/paste replacements of existing text and images
- New feature development (e.g., new plugin integrations or adding e-commerce to a brochure site).
- Configuration or support of third party services
- SEO or marketing campaigns
- Items within the "Out of Scope for All Services" header at the bottom of this document.
For these, we can provide a custom quote.
Managed Google Workspace Support Scope
For customers with Managed Google Workspace services, support includes:
- Connection of Google Workspace to your domain
- Assistance with MX, SPF, DKIM, and DMARC record setup in DNS.
- Requests to create, modify or remove users and licenses.
- Basic assistance and troubleshooting of account setup on devices supported by Google Workspace.
- Configurations guided and supported by Google Workspace official documentation.
- Troubleshooting of domain-related email delivery issues.
Out-of-scope for Google Workspace:
- Direct support for Google Workspace apps (Gmail, Drive, Meet, Docs, etc.).
- Issues that requires Google Support resolution (billing, etc.)
- Data retention, legal, privacy, and compliance questions or concerns
- Items within the "Out of Scope for All Services" header at the bottom of this document.
Out-of-Scope for All Services
The following items are not covered under any support plan:
- Third-Party Services: We do not provide support for external services, plugins, or applications not provided by Florida Web Architects.
- Custom Development/Debug: We do not debug or modify customer code, scripts, or third-party themes. For this, we can provide a custom quote.
- Data Backups: While we provide backups on select plans, customers are solely responsible for maintaining their own copies of all website files, databases, and email data. Florida Web Architects is not liable for data loss.
- Training or Consultation: We do not provide in-depth training on third-party applications, coding, or website management unless covered under a separate consulting agreement.
Summary
Our goal is to ensure your hosting, domains, and websites run smoothly within the scope of the services we provide. For requests outside of scope, we may:
- Recommend a paid service (such as a Website Maintenance Plan).
- Direct you to third-party vendors or documentation.
- Provide custom quotes for advanced or specialized work.
