Service Level & Support Policy
This Service Level & Support Policy explains the support, backup, and service standards you can expect from lenzhost. It should be read together with our Terms of Service, Privacy Policy, and Website Design Agreement.
1. Support Channels
You can reach us through:
- Email: support@lenzhost.co.za
- WhatsApp: 071 723 3566
- Support ticket: via your client dashboard
- Website chat: available on our website
2. Support Hours
| Day | Hours |
|---|---|
| Monday | 08:00 – 16:00 |
| Tuesday | 08:00 – 16:00 |
| Wednesday | 08:00 – 16:00 |
| Thursday | 08:00 – 16:00 |
| Friday | 08:00 – 16:00 |
| Saturday | 08:00 – 15:00 |
| Sunday | Closed |
We aim to respond to all support requests within 4 business hours during support hours.
3. What Support Covers
Support includes:
- Hosting and server issues
- Email setup and delivery issues
- DNS and domain configuration
- SSL certificate issues
- Website errors and bugs
- Restoration from backups
- Basic WordPress and cPanel guidance
4. What Support Does Not Cover
The following fall outside standard support and may be quoted separately:
- Website content changes and updates
- New pages, sections, or features
- Design changes after launch
- Third-party plugin setup or troubleshooting
- Custom development work
- Email migration from another provider
- Training or consultation beyond basic guidance
5. Backups
- Daily automated backups are included with all hosting and website plans.
- Backups can be restored through cPanel automatic backups.
- Clients can also generate and download their own backups from within cPanel at any time.
- In the event of data loss not caused by client-side changes, we will restore from the most recent backup at no additional cost.
- Restoration requests caused by client-side changes may be billed separately.
| Item | Detail |
|---|---|
| Backup frequency | Daily |
| Restoration method | cPanel automatic backups |
| Client access | Clients can generate and download backups from cPanel |
6. Uptime
We target 99.9% uptime for hosting services, excluding scheduled maintenance. Planned maintenance is communicated in advance where possible. We do not guarantee uninterrupted service.
7. Security
- Free SSL certificates are included and configured for all websites.
- We apply routine security updates to core software and plugins.
- Firewall and malware scanning are active on our hosting infrastructure.
- You are responsible for keeping your WordPress and cPanel passwords secure, and for any third-party plugins you install.
8. Service Restoration
When a fault is reported:
- We will acknowledge your request within 4 business hours during support hours.
- We will investigate and aim to resolve standard issues within 24 business hours.
- Complex issues may take longer. We will keep you updated on progress.
9. Contact
If you have any questions about this policy, please contact:
Email: support@lenzhost.co.za
Phone/WhatsApp: 071 723 3566
Website: https://lenzhost.co.za