Support Policy - CloudHosting.lu

1. Purpose

This Support Policy (“Policy”) explains Cloudhosting.lu’s (“Cloudhosting.lu”, “we”, “our”, or “us”) approach to customer support. It sets clear expectations of what you can expect from us, and what we expect from you when using our Services. Capitalized terms not defined here have the meanings set forth in our Terms of Service.

2. Backup of Data

Before troubleshooting issues or contacting support, please ensure you have backed up your data. Cloudhosting.lu is not responsible for data loss or corruption caused by:

Authorized actions taken by our staff
Actions you take using the Services
Hardware failures
Software or technology failures

3. Methods of Support

Support is included with your Services. We provide assistance through the following channels:

a. Technical Support Tickets

Open a ticket for issues. Please avoid duplicate tickets for the same problem—reply to the existing ticket instead.

b. LiveChat

Available on our website via the “Live Help” button for real-time assistance with a representative.

c. Urgent Support

In case of service interruptions, please contact us via LiveChat immediately. If needed, we will call you back using the number on your account or the one you provide.

4. Customer Relationships

We aim to provide courteous, professional, and accurate support. While we understand technical issues can be frustrating, we ask that communication remain respectful. If you feel you have been treated unfairly, you may escalate the matter to a supervisor.

5. Support Hours

Tickets may be submitted at any time, though responses outside of business hours may be delayed until the next business period.

6. Support Availability

Technical Support Tickets: 24/7
LiveChat: 24/7
Phone Support: 24/7
Billing Tickets: 24/7

7. Billing and Sales Support

Billing and sales requests are handled as quickly as possible. Please see our Refund & Billing Policy for details. You may manage invoices and payment methods through the customer portal.