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KNOWLEDGE BASE HOME » 06. HOW TO: HOSTING USERGUIDES & SUPPORT Ľ Viewing Answer
In terms of support, what is FREE, and what do you charge for?
For paying Web Hosting Client, some examples of support we provide for FREE are:

- We provide clients with hosting/email and domain control panels so you can manage all aspects of your day to day running of your web hosting, email, and domain names. This means at all times our clients are under full control of their hosting and domains. This is a self service system.
- We provide a comprehensive Knowledge base, with hundreds of answers to frequently asked questions. Depending on the hosting plan you are on, there are also video tutorials and/or step by step tutorials, showing how to use commonly used features.
- Investigate issues with the hosting network, and confirm whether there are issues or not on our network. These are posted on our Network Status page.
- Basic testing that an email account is working, by logging in from our end
- Investigate and resolve DNS issues
- We reply to all common support questions through our online support system using email. This does however have a reasonable usage policy, where we donít expect clients to bombard us with questions that are already answered in our online knowledge base. If you need additional help for achieving tasks that can already be done in the control panel, such as setting up email addresses, we can do this, but it will be charged out. Our free support only covers web hosting and email issues, and does not extend to web design and scripting problems. We do expect all our clients to have at least basic web design, email and FTP knowledge to use our services.


Support that will cost from $20 +GST

- Manually updating clients domain name contact details with the registry.
- Clients are however able to do this themselves free inside our domain manager.
- Setup a single email address/pop3 account for you in your control panel and email you the connection details. Clients however can set these up for free inside their control panel.
- Up to 10 minutes of providing typed step by step instructions for a client.


Support that will cost from $50+GST

- DNS updates to servers other than our own.
- Custom domain template setups and A RECORD, CNAME MX changes.
- Website transfer if using CPanel. Our tech's will download and restore your CPanel backup from your old host, up to our servers.

Most other work is charged out at $10 + GST per 6 minute interval. The minimum charge is $50 for half an hours work.


Server Backup Restoration Fees

Restoration of data for clients on our Premium CPanel Web Hosting plans, is $100 + GST for a single restoration during normal business hours of 9am to 5pm. After hours backup restoration is $195 + GST.

For clients on our Corporate and Business Class hosting plans on our NZ Based network, we will need to quote this on a case by case basis, as we use different technicians to perform this. Data restoration from our 14 days of backups will start from $120 + GST per half hour during normal business hours of 9am to 5pm. After hours and public holidays, backup restoration will be $260 + GST per half hour.

All payments must be paid in advance by credit card before a backup can be restored. We don't guarantee the integrity of any backup data, and that it will restore the website back to the way you intended..

Clients are reminded that they must make their own backups too, and our backups should never be relied upon as per our terms of service.



Web design and support work from $10 +GST


We can provide web design, graphics work and support from $10+GST per 6 minute interval. The minimum charge is $50 for half an hours work. More info can be found at our Web Design Website at www.designlounge.co.nz

KNOWLEDGE BASE HOME » 06. HOW TO: HOSTING USERGUIDES & SUPPORT Ľ Viewing Answer




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