1. How to request support
The primary support channel is the authenticated client-area ticket system. You may also email support@strangeduck.co.uk from your registered account address.
Include the affected domain or service, what you expected, what happened, when it began, relevant error messages and safe steps to reproduce it. Never send payment-card details or passwords in an ordinary email.
2. Response commitment
Support is supplied on a best-endeavours basis. We do not promise a fixed initial-response time, fixed resolution time or continuously staffed 24-hour help desk.
We prioritise:
- security incidents and suspected account compromise;
- platform-wide or multi-customer outages;
- complete loss of an active customer service;
- billing and provisioning failures;
- degraded functionality; and
- general guidance and configuration questions.
Resolution time depends on complexity, customer cooperation and upstream providers.
3. Included support
Reasonable support includes:
- client-area, invoice and account-access problems;
- cPanel access and basic hosting-account questions;
- checking whether the hosting platform is operating normally;
- basic DNS and nameserver guidance for connecting an existing domain;
- investigating failed automatic provisioning;
- reporting and escalating platform faults;
- reasonable help with backup restore requests; and
- security and abuse coordination.
4. Self-managed exclusions
Self-managed hosting does not normally include:
- website design, coding or content changes;
- debugging customer PHP, JavaScript, themes, plugins or custom applications;
- WordPress administration, updates or optimisation;
- repairing compromised or obsolete applications;
- configuring individual desktop or mobile email applications beyond basic settings;
- search-engine optimisation;
- third-party licence or vendor support;
- data entry or mailbox migration; or
- work outside the migration scope expressly included with a plan.
We may offer separate paid work. We will state the scope and price before beginning chargeable work.
5. Security incidents
If you suspect compromise, open a ticket immediately and include the affected service and approximate time. Change relevant passwords from a trusted device.
We may temporarily restrict the account, quarantine files or disable sending to protect customers and infrastructure. Security scanning is not a promise to repair customer applications or recover all affected data.
6. Planned maintenance and incidents
Planned maintenance will be notified where practical. Emergency maintenance may occur without advance notice. During a wider incident, updates may be provided through the client area, network-status page or email rather than individual ticket replies.