Support Statement

The following describes the purpose and limitations of the support provided with each Top.Host product. Since the operation of the web hosting service requires a combination of software used by our customers and the use of third-party products, it becomes necessary to determine what is supported by our company and what is the responsibility of the customer and / or third-party software vendors

It is important that our customers understand that every service provided by Top.Host, has initially been tested for 100% proper operation. Top.Host constantly strives to provide excellent support services to its customers. The company has an extensive knowledge base and educational videos for the most common issues that our customers face daily. We suggest that our customers use these resources not only for support issues but also to become familiar with the products and the range of our services.

We strongly encourage you to send your request to our support department, even if your request is not included in this list of services. Just keep in mind that a simple question does not cost anything!

Top.Host support includes the following:

Installation and Availability
Our technicians ensure the successful hosting and continuous availability of your website. We ensure that the web hosting service is fully operational and accessible to the largest Internet providers.
DNS zone file
The DNS service translates IP addresses into domain names. We ensure to provide you with a DNS server that is running continuously without problems.
Operation of Essential Services
We monitor and ensure that all basic services, such as email, the web server, the FTP, and your control panel, operate continuously and without problems. We are available to perform audits if you feel that a service is not working as it should.
Server software
We follow the best policy to ensure that the software which is installed on our servers is secure, with no weak points and problematic features. We check and determine the software version that we use in our hosting services because it is very important for us to use the most stable versions of software, especially in an environment of Shared Web Hosting. Consequently, the software we have installed may not be always the last version released, but it will be more stable one.
Hardware
We monitor and regularly maintain the equipment of our servers and if any failure to any hardware occurs, we replace it as soon as possible.
Data Backup
The user is responsible for keeping regular copies (backup) of all important files and databases of their site. The backup process is very simple and can be performed through the Hosting Panel we provide to the user. Top.Host keeps its own backup for each server in the event of damage or destruction. Nevertheless we are unable to guarantee the possibility of recovery data lose. If the customer does not have their own backup and wishes to perform a restore from our backup, it is subject to a minor fee. You can contact the accounting department of our company to be informed about the cost.
 DNS / Domain names
Our technicians, for security reasons, have no right to transfer or modify the nameservers of your domain name. To make the change, please contact the registrar of your domain name. If you wish, you can transfer your domain name to Top.Host, through the domain transfer form. After the transfer is completed, you can fully manage your domain name through the control panel we provide.
Email client settings
The Top.Host support team will help you set up your email account in Microsoft Outlook or Thunderbird. For advanced settings, such as spam filters, message rules etc. you should look for information in the online help of each application.
 FTP client settings
Our staff can help you connect via FTP to our server but is unable to provide comprehensive support on the settings and the operation of the FTP client.
Scripts and Applications
Through the Hosting Platform you can easily install dozens of web applications. For a low fee, Top.Host provides installation services of the best known CMS applications, Blogs, Forums etc. However because of the quantity and the continuous development of Internet software it is not possible to know the way in which the web apps work. By extension, we do not offer the possibility of support on the code glitches that you have written or web applications you have installed on your site.
SSL installation
Our technicians will help you install SSL certificates, but we are unable to guarantee their successful installation if you provide us with incomplete or incorrect information. In this case we recommend that you directly contact the SSL provider. However, our company provides installation and comprehensive support for SSL certificates, which can be purchased through our site.
Training for the Internet
Generally speaking we do not provide support for basic concepts of the Internet and technology. For such matters Top.Host provides educational articles online on the topics of the Internet, such as email, FTP, etc.