Web Wiz Support Tiers & Policy

We provide professional hosting support focused on keeping your services running and fixing issues with our platform.

Support covers our servers, network, control panel and hosting platform, rather than website development, training or consultancy.

Support tickets are handled through the Support Portal, which is the best way to reach us and track your ticket. We do not offer support by live chat, phone or email.

1. Support Tiers Overview

Tier	Type	Description	Availability
0	Self-Service	Knowledge Base, FAQs, Guides, Community Forum, and Ask The AI	24/7
1	Basic / First-Level	Password resets, account issues, basic troubleshooting	Mon-Fri, 8 AM - 4 PM UK
2	Technical / Second-Level	In-depth troubleshooting, configuration, software issues	Mon-Fri, 8 AM - 4 PM UK
3	Expert / Senior Engineer	Complex problems, performance, advanced server issues	Mon-Fri, 8 AM - 4 PM UK

AI tools are used in two ways. The "Ask The AI" self-service option gives you an automated answer from our knowledge base and your own tickets, so please treat it as a starting point and check anything important. When you raise a support ticket, AI may help us draft and check the reply, but your ticket is always answered by a member of the support team, not a chatbot.

2. Priority Levels – Shared Hosting Customers

Priority Level	Price (ex VAT)	Target Response Time	Included Time
Low Priority	Free	24 to 48 Hours	Up to 10 minutes
Normal Urgency	$33.20	Same Business Day (Prioritised)	Up to 20 minutes
Extreme Urgency	$79.78	Same Business Day (Highest Priority)	Up to 40 minutes

3. Priority Levels – Dedicated Server, Managed Hosting, Hyper-V, and Colocation

High-tier plans include priority support and extended investigation time at no extra cost.

Included Priority Level	Target Response Time	Included Time
Low Priority	24 to 48 Hours	Up to 20 minutes
Normal Urgency	Same Business Day (Prioritised)	Up to 20 minutes
Extreme Urgency	Same Business Day (Highest Priority)	Up to 20 minutes

Note: The priority determines how quickly your ticket is addressed. If more time is required beyond the included limit, we will provide a quote before continuing at our Billable Support rate.

4. Out-of-Hours Emergency Support

Service	Price (ex VAT)	Availability
Out-of-Hours Tier 3 Engineer	$232.82 per hour	Evenings, weekends & UK public holidays

Minimum 1 hour charge. Must be booked in advance.

5. Scope of Support & Fair Use Policy

We will help with: Server, network, control panel, hosting platform, and data centre issues.

Billable Support Rate: $99.74 + VAT per hour (minimum 1 hour charge)

Support is provided subject to fair usage. Web Wiz may limit or close support tickets that are excessive, repetitive, or take unfair advantage of support resources. This includes:

"Circular tickets" - where a solution has been provided but further assistance is repeatedly requested.
Step-by-step walk-throughs or training.
Educational / "how to" requests (e.g. teaching you how to migrate a site).
Ongoing guidance or consultancy.

You will always be contacted for approval before any billable time is charged.

Important:
• Business Hours: All support is provided Mon-Fri, 8:00 AM - 4:00 PM UK time, excluding UK public holidays
• Payment: Required before any paid priority, billable support, or out-of-hours work is scheduled.
• Approval: You will always be contacted for approval before any billable time is charged.

Web Wiz^®

Green Windows Server Hosting. Celebrating 25 years.

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Legal

Web Wiz^® is the trading name of Web Wiz Ltd. Company registration No. 05977755. Registered in England and Wales.

Registered office: Web Wiz Ltd, Unit 18, The Glenmore Centre, Fancy Road, Poole, Dorset, BH12 4FB, UK.

Prices exclude VAT at 20% unless otherwise stated. VAT No. GB988999105 - $, €, prices shown as a guideline only.