We have provided this page to make it clear, what we will support and where our responsibilities as a Web Hosting provider lie with regards to you.
As far as we possibly can, we will work for you and with you. We provide an extensive set of video tutorials, Forum, Blog and Knowledge Base, which all contain a wealth of knowledge and avenues for queries that will not only help resolve issues without our intervention, but encourage familiarisation with common products, services and applications. We strongly recommend that our clients utilise these resources!
We are also available via telephone, email and live chat to answer any queries. It is our goal to continue providing the highest quality customer support that you can find. Even though we are always willing to attempt to resolve issues as they arise, there are times when this simply isn't possible or under the remit of a Web Hosting provider.
Therefore it is important to make clear what we consider to be our responsibility, and what we consider to be the responsibility of the client or of the provider of third party products and software.
What we will support, and what support we will provide in these cases.
Clients who utilise our services are expected to have a basic working knowledge of the fundamental workings of the Internet, including DNS, FTP, emails etc. Guides to help clients who are unsure or unfamiliar with these concepts can be found in our knowledge base, support forums or video tutorials.
We pride ourselves in our Magento Hosting and Support, and we are willing and available to help
with problems installing Magento and with initial queries relating to setup and configuration of your
store. We will perform certain tasks for you that are Magento related and these are detailed under
the Professional Services section. A Magento store is, however, the responsibility of the client, and so
we are under no obligation to support the content and development of the store; see Client
Responsibilities for a more detailed explanation of this.
As an Interspire partner we take over the responsibility for the Support Contract that is provided
for the initial 12 months following an Interspire purchase. This can be renewed after the 12 month
expiry period. During this period we will provide the latest version of your software for upgrades, assist
you with upgrading your software, provide access to the Interspire forums, submit tickets to Interspire
if necessary and support the standard functionality of the software itself.
We aim to provide the most up to date and secure software environment available for server side
software, such as Apache, MySQL, PHP and associated libraries. It is also our responsibility to
make sure updates do not compromise service and we reserve the final judgement on the versions
running on the servers. Therefore the software installed may not be either the latest version or
compatible with your own software.
We monitor and maintain all of our hardware. If a hardware failure occurs we will endeavour to
replace the hardware as soon as possible.
What we do not support, and therefore comes under your responsibilities as our client.
Clients who utilise our services are expected to have a basic working knowledge of the fundamental
workings of the Internet, including DNS, FTP, emails etc. Guides to help clients who are unsure or
unfamiliar with these concepts can browse our knowledge base, support forums or video tutorials.
Any domains that we do not hold the registration for are the sole responsibility of our clients, as we
cannot make DNS changes, initiate transfers etc. Domain transfers are the responsibility of the client,
and whereas we can initiate and resubmit transfer orders, or advise clients on appropriate steps for
their transfers, until the domain has transferred to us we cannot administer the domain. Similarly
the renewal of domains we do not administer lies with the client.
Whereas we are responsible for providing a functioning email and FTP service, we are not responsible
for the configuration or use of applications to utilise these services. We will, where possible and able, advise
on the best course of action to configure these client, but this advice does not make NuBlue responsible for
any outcomes of using the given advice.
We are responsible for the services that you purchase from us, but we are not responsible for any
scripts or applications that you use with our services. It is your responsibility to keep them up to
date and to maintain them; we will not support or troubleshoot any script or application unless we
see fit to do so, in which case we may charge for this service. However, you will be informed of any
charges before we perform any such work. Your responsibilities, therefore include but are not
limited to the installation of scripts and applications, updating them, maintaining them, resolving
issues with their functionality, and extensions to applications.
Our responsibility for the services you purchase from us do not extend to editing, adding, removing or
otherwise maintaining or manipulating site content. This includes (but is not limited to) adding or
removing images, files and video; editing HTML or CSS; programming tasks; development and
Although we are a Magento host, you are responsible for your store content and functionality, in
conjunction withall other application, script and site content specific responsibilities, as outline above. This includes
but is not limited to adding and removing images, descriptions, products, templates, themes, payment gateways,
and/or shipping modules; updating the store; functionality, installation and/or removal of extensions; multi-
store setups and development.
Although we are Interspire partners you are, as with all our clients, responsible for the content and
functionality of your site. You are responsible for updating your store, and you are also responsible
for any non-standard functionality that you require, attempt and/or integrate yourself.
We run backups of the server every night, however the responsibility for backing up and retaining the
data on our services is yours. We accept no responsibility should you require access to our backups
and they cannot provide you with the data that you need. It is your responsibility to ensure that you
have made backups prior to any major work, or that you can restore files, folders, databases etc. If
you require us to restore from our backups we will provide you with the time periods available to you
and there will be a charge for this service.
The purpose of the Out Of Hours Support Number
We don't have a 24/7 support team, and the managed service is not intended to provide you with such a thing. We have provided this so that certain clients are able to access NuBlue in emergencies - not in all situations; so we've decided to clarify the areas that the Managed Service covers in out of hours scenarios.
We strongly recommend to all clients, Managed or Unmanaged, that development work is performed within our office hours; actions taken during Emergency support will be focussed on getting your service back up and running, not on providing support for the service, or actively working with you on a solution.
What is the number for?
The out of hours support number is not a guarantee of 24/7 support - this is not a service that we provide. It is a means of contacting your hosts outside of hours to confirm that our monitoring has picked up an issue that you are experiencing (or to tell us in case it hasn't). Support requests should be submitted as normal through the usual channels.
What this doesn't cover, then, is anything that is not service affecting, or relates to the content of sites on your hosting, rather than the hosting itself. For instance, forgotten login details; email client setup; account setup; site functionality; design related queries; general account queries, support, advice or questions; taking backups; installing applications; optimising websites...
Please remember that we support your server, not your content; your hosting, not your site(s). Issues with your sites and content should be reported through standard support channels. Issues with the server(s) and services can be considered as Emergencies.
If we are contacted and consider the issue is not an Emergency, we will advise you of this fact, and that the issue should be reported through normal channels.
Misuse of the Emergency contact number can, as per our Terms and Conditions, result in a penalty charge.
We will not offer support in exchange for agreement to a penalty charge, and we will charge repeat calls - repeatedly!