Web Hosting by Coolhandle

Support Statement

The following document outlines the scope and limitation of support for each product that we offer. Because web hosting service by nature relies on a combination of customer supplied client software and third-party products it is important to define what is supported by our company and what is the responsibility of the customer and/or third-party software vendors.

It is important for our customers to understand that when we initially deliver a hosting service it has been pre-tested to be in 100% working condition. In our years of hosting experience we have determined that most customer issues are usually a result of incompatibilities and configuration changes that are not compatible with our services.

Whenever possible, we make every effort to support our customers. We have an large knowledge base that should address the most common issues that are directly supported. We encourage our customers to use this resource to find support, but also to become more familiar with our services and the extent of our support.

Note: Support statement does not cover virtual private servers and dedicated servers. For specifics on these services, please contact support.

Shared Web Hosting / Reseller Hosting Services


Common services
We will monitor and ensure that all basic services are working, such as email, web serving, databaes, FTP, and your control panel. We will gladly perform manual checks for you should you feel your service is not working as intended.

Software versions
We will maintain a best practice to ensure that our software is secure and free of exploits and vulnerabilities. We will control and determine the version of software used on our hosting services. It is important for us to use the most stable software versions on our servers, especially in a shared web hosting enviornment. As a result, the software we have deployed may not always be the latest version available.

We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components, and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner.

DNS zone file.
DNS zone files translate your IP address to your domain name.  We will make sure to provide you with a zone file that will work for common web hosting uses such as www and mail when using our name servers.  At any time you can revert to a default zone file should you mistakenly edit your own.

Customer responsibility

Internet Training
We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, and FTP.  We bly encourage you to familiarize yourself with our products by using the knowledge base.

Data Backup
You are responsible for maintaining current backups of all your important data. We maintain our own data backups for any given server in the event of disaster; however we do not guarantee the availability or restoration of any lost data. Should you request restoration of any lost data, should it exist, a minimum fee of $100.00 will automatically be charged to your account. An additional fee of $100.00 per hour may be incurred for data restoration assistance that is prolonged for over one hour.  In the event that your data loss was our fault we would waive any fees.

DNS/Domain names
We will not automatically transfer or modify your domain names to use our service. You are responsible for using the support services provided by your domain registrar for any assistance relating to name transfers and name server modifications. You may also choose to have your domain transferred to our authority by submitting a request at the client area. Once your transfer has been completed you can then edit your name servers in the client area.

Domain name change
You can change the domain name associated with your hosting service; however you are responsible for modifying any and all path names in any scripts or applications to reflect this change.

Email client configuration
We can assist you in setting up an email account within your client software such as Microsoft Outlook or Apple Mail with the most basic server settings. However, we cannot assist you in any advanced configuration or troubleshooting such as spam filtering, message rules, etc.  Basically, we can assist you with your initial setup but not the actual operation of the program.

FTP client configuration
We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software.  We will do our best to help you make a connection using the steps outlined in our knowledge base articles.

Scripts and Applications
Due to the quantity and ever-changing complexity of internet software, it simply isn’t feasible for us to know the details of how all the applications you’re running work. You are fully responsible for the installation and correct operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications.  This is a policy that we must strictly adhere to


Alternate Domains

You are responsible for making any necessary domain name transfer or name server modifications for the selected domain name to use our services. Our systems will automatically create a basic directory structure; however you are responsible for creating/publishing the content needed for the alternate domain name to function.

Automatic Installation Applications


We support the basic installation and operations of the application offered in the Automatic installs section of your control panel.

Customer Responsibility

You are responsible for all customizations/upgrades/plug-ins added to the application once installed.