Revolutionary support; clearly explained.

Our support: what can you expect from us?

The Service Level Agreements (SLAs) of Theory7 form the framework for our support and service. These SLAs consist of a main SLA (with general terms) and SLA Addenda (which further explain our support per type of service).

A support level is linked to every hosting package and every service (such as VPS, Dedicated server and add-ons).

What is a support level?

A support level describes the nature and scope of the support you can expect from us. Do you have multiple services? Then a different support level may apply per service.

A support level determines:

• which support channels are available;
• the maximum response time for questions via chat or a ticket;
• whether and how much phone support is included;
• how often backups are made;
• how long the backups are kept (retention);
• whether and how quickly we carry out a restore.

The exact details differ per service and are set out in the corresponding SLA addendum.

Our support channels

To support you as well as possible, we offer 3 channels to get in touch with us: via chat, by submitting a ticket, or by phone through submitting a callback request.

Chat.

Our chat is accessible to every Theory7 customer; the opening hours of our chat are Monday to Sunday from 09:00 to 21:00.

Chat is the fastest solution when you have questions about your MyT7 account, your customer details, DNS settings, orders or the operation of the control panel (DirectAdmin).

It may happen, however, that your question is too complex, or takes too much time at that moment, to resolve during a chat session. In that case our chat agent will create a ticket for you that will be handled internally by one of our other hosting specialists. The response times of a ticket depend on the package you have chosen.

Tickets.

Every Theory7 customer has the option to create a ticket. Here you can ask your detailed question, which is answered daily by our hosting specialists. You create a ticket by logging in to your customer panel.

Creating a ticket is the fastest way to get a solution for the following questions and/or problems;

• Setting up your email addresses and resolving problems with receiving/sending them.
• Tracing the possible cause of errors within your websites (WordPress, Joomla etc). We provide advice so you can get to work with it.
• Help with setting up the correct PHP settings.
• Help with SSL, such as setting up your own certificates and resolving SSL errors.
• Support with questions about the sitebuilder.
• Support with setting up caches such as Varnish, Redis, CDN or for example a caching plugin for your website.
• Help with complex questions such as database optimization or performance tuning.

Try to describe your question or problem as clearly as possible in your ticket, so that our specialists can get to work for you right away. If we do need additional questions or information from you, we will contact you immediately. You will receive a notification when we have sent a reply to your ticket.

Depending on the package you have chosen, and the support level that comes with it, our maximum response times are as follows;

Phone support.

In addition to chat or sending a ticket, from the Web Hosting 'Basic' Package onwards you also have the option to get in touch with us by phone by submitting a callback request.

When you are logged in to your customer environment in 'MyT7' and you want to contact us by phone, we first ask you to indicate the category you would like to speak to us about. Next, we ask you to describe the problem as clearly as possible and to also tell us which steps you have already taken yourself to solve the problem. This gives us the opportunity to resolve your question or problem more quickly.

Finally, we ask you to enter the phone number on which we can reach you.

Phone support is available between 10:00 and 16:00.

Here too, our staff will do everything they can to answer your question as well as possible, but if solving a problem over the phone takes too much time, a ticket will be created that will be handled internally by one of our hosting specialists. In addition, the extent to which we can offer phone support is aligned with the package / support level you have chosen.

Which package or service belongs to which support level?

For every package or service it is indicated which support level applies. This gives you insight into the level of support you can expect.

Support levels explained

Also important to know

• Our response times are maximum SLA times; in practice we often respond faster.
• When handling a support request, requests with a higher level take priority over requests with a lower level. This means that a level 5 request is taken into handling sooner than a level 2 request.
• With multiple services, a different support level may apply per service.
• Backups and restores only apply to components managed by Theory7.
• In case of contradictions, the SLA addendum always takes precedence over the main SLA.

Downloads

You can download all of our SLAs below. That way you always have all the information about our support and response times at hand.

Finally

We have very extensive experience in everything in the area of domains and hosting, but we are not programmers and/or website developers, so we cannot always offer you a guaranteed solution for problems related to your website.

For every form of support we offer, it therefore applies that this is "best-effort"; every question or problem gets our full attention, we think along with you and try to resolve everything to your satisfaction! If we are unable to fully resolve your problem, we will give you appropriate advice so you can always move forward.