Service and Support Policy

Support scope

Base infrastructure support covers access and provider-side service availability. Application, WordPress, migration, security, performance, backup, and administration work is included only when stated in the selected plan or written managed-services agreement.

Response and restoration

Response targets are not guaranteed resolution times. Restoration depends on diagnosis, provider availability, third-party systems, customer access, and the selected service level.

Backups

No backup should be treated as successful until it has been monitored and tested. Customers remain responsible for independent copies unless a written agreement assigns that responsibility to Galaxy Hosting.