Support Policy

🤝 Support Policy – Mohasagor Host

At Mohasagor Host, we are committed to providing fast, friendly, and reliable technical support to ensure your hosting experience is smooth and worry-free. This Support Policy outlines the scope, channels, and terms of our support services.

 🕒 1. Support Hours

•  Standard Support 24/7 via Live Chat, Email and Ticketing System
•  Phone Support Saturday–Thursday, 10:00 AM to 8:00 PM
•  Emergency Support Available 24/7 for server downtime or critical issues
   

 📬 2. Support Channels

•  You can reach our support team through:
•  Email support@mohasagorhost.com
•  Phone +88 01814-802802
•  Support Tickets Through your client portal at www.mohasagorhost.com

 ⚙️ 3. What We Support

•  We assist with:
•  Domain and hosting setup
•  cPanel  usage
•  Email configuration and troubleshooting
•  CMS installation (e.g., WordPress, Joomla)
•  DNS configuration and domain pointing
•  FTP and file manager usage
•  Basic performance and security guidance
   

 🚫 4. What We Don’t Support

•  Our support does not cover:
•  Custom website coding or development
•  Third-party scripts, themes, or plugins
•  Software outside our hosting environment
•  Website design, content editing, or SEO
•  Client-side computer or internet issues

 Note: For advanced website support or development, we recommend contacting Mohasagor IT Solutions.

 🛠️ 5. Response & Resolution Time

  We aim to:

•  Acknowledge your support request within 15–30 minutes (during business hours)
•  Resolve most general issues within 2–6 hours
•  Critical server issues are treated with the highest priority
•  Response times may vary during holidays or weekends.

 📌 6. Customer Responsibilities

•  To receive effective support, please:
•  Provide accurate domain/account info
•  Clearly explain the issue with screenshots or error messages
•  Cooperate with troubleshooting instructions
•  We reserve the right to close tickets if the client is unresponsive for 48 hours or uses abusive language.

 🛡️ 7. Abuse Policy

  We do not tolerate abusive behavior toward our support team. Any such activity may result in suspension or termination of service without notice.

 📞 Need Help?

  We are always here to assist you.

  Mohasagor Host

  📍 House-08 (5th Floor), Block-A, Road-07, Mirpur-10, Dhaka-1216

  📧 support@mohasagorhost.com

  🌐 www.mohasagorhost.com

  📱 +88 01814-802802