Fusion Arc Hosting – Support Scope, Fully Managed Services & Best-Effort Assistance Policy

Fusion Arc Hosting – A Fusion Arc Telecom LLC Company

Effective Date: September 17, 2026
Last Updated: September 17, 2026

1. Purpose and Applicability

This Support Scope, Fully Managed Services & Best-Effort Assistance Policy (“Support Policy”) explains:

• what technical support is included with Fusion Arc Hosting Services;
• what Fusion Arc Hosting means by “Fully Managed”;
• what Live Chat technicians may perform;
• what Technical Support ticket teams may perform;
• what operating systems, control panels, software, and hosting technologies are supported;
• the distinction between Self-Managed and Fully Managed VPS/VDS Services;
• which matters must be handled through Sales & Billing;
• how Service cancellations are submitted;
• normal support response-time targets;
• what falls outside normal support scope; and
• how Beyond Scope and Best-Effort Assistance are handled.

This Policy applies, where relevant, to Fusion Arc Hosting Services including:

• Shared Web Hosting;
• WordPress Hosting;
• CMS Hosting;
• Semi-Dedicated Hosting;
• Reseller Hosting;
• Agency Hosting;
• Enterprise Hosting;
• VPS Hosting;
• VDS Hosting;
• Managed VPS/VDS Hosting;
• cPanel VPS/VDS Hosting;
• DirectAdmin VPS/VDS Hosting;
• Plesk VPS/VDS Hosting;
• Dedicated and Bare-Metal Services;
• email Services;
• DNS Services;
• SSL/TLS Services;
• backup and restore Services;
• migration Services;
• domain Services;
• security Services; and
• other hosting and infrastructure Services.

This Policy forms part of the Fusion Arc Hosting Agreement and operates together with the applicable:

• Terms of Service (“TOS”);
• Acceptable Use Policy (“AUP”);
• Fair Usage Policy (“FUP”);
• Privacy Policy;
• Refund & Payment Policy;
• Backup Policy;
• Service Level Agreement (“SLA”);
• Domain Registration & Renewal Policy;
• product descriptions;
• checkout terms;
• order forms;
• service-specific terms; and
• other applicable written agreements.

The order-of-precedence provisions in the TOS govern any direct conflict between contractual documents.

For matters specifically concerning technical-support scope, Fully Managed Services, Self-Managed Services, support channels, response targets, escalation, and Beyond Scope Assistance, this Policy is the primary subject-matter policy unless another applicable written agreement expressly provides otherwise.

2. Fusion Arc Hosting Support Model

Fusion Arc Hosting provides Fully Managed support for the supported Fusion Arc Hosting technology stack included with applicable managed Services.

Where Fusion Arc Hosting provides, operates, controls, or manages a supported hosting component, our technical-support teams generally maintain, configure, investigate, and troubleshoot that component for the Customer.

Supported components may include applicable:

• hosting control panels;
• operating-system hosting components;
• web servers;
• PHP environments;
• database Services;
• mail systems;
• DNS systems;
• security systems;
• backup systems;
• SSL/TLS systems;
• hosting-account Services;
• resource-management systems;
• account-isolation systems;
• runtime environments; and
• other supported hosting technologies.

Fully Managed support applies to the supported hosting infrastructure and software stack.

It does not mean Fusion Arc Hosting becomes the Customer’s:

• website developer;
• application developer;
• software vendor;
• business-process consultant;
• third-party SaaS administrator; or
• administrator of unrelated external systems.

3. Support Departments and Request Routing

Fusion Arc Hosting separates Technical Support from Sales & Billing so requests can be handled by the appropriate team.

A request submitted to the wrong department may be:

• redirected;
• transferred;
• escalated; or
• returned with instructions for the correct submission method.

Routing a request to another department does not constitute refusal of Service.

4. Technical Support

Technical Support channels are intended for technical matters involving applicable active Services.

These may include:

• website availability;
• server-side errors;
• email problems;
• DNS;
• SSL/TLS;
• hosting configuration;
• control-panel issues;
• databases;
• PHP;
• backups;
• security;
• migrations;
• resource usage;
• server administration where included;
• technical troubleshooting; and
• other technical matters within the scope of this Policy.

Technical Support is available through:

• Live Chat; and
• Technical Support tickets.

5. Sales & Billing

Sales & Billing is the primary authenticated channel for financial, commercial, and service-order matters.

These include:

• invoice questions;
• billing questions;
• payment questions;
• payment-method questions;
• billing-date questions;
• proration questions;
• renewal questions;
• billing-cycle changes;
• account-credit questions;
• refund requests;
• billing disputes;
• paid upgrades;
• paid add-ons;
• additional IP addresses;
• software licenses;
• Fully Managed Services add-ons;
• service-order changes;
• pricing questions involving an existing account; and
• other financial or commercial account matters.

Technical Support may explain a billing-related technical requirement but does not ordinarily make account-financial decisions.

Cancellation Requests

6. Default Cancellation Method

Where the applicable Service provides a cancellation function within the Fusion Arc Hosting Client Area/dashboard, the Customer must submit the cancellation using that Client Area cancellation function.

The Client Area cancellation request provides the official cancellation record for such Services.

Customers remain responsible for submitting cancellation before the applicable billing or renewal deadline in accordance with the Refund & Payment Policy.

7. Services Without a Client Area Cancellation Option

Certain:

• products;
• licenses;
• add-ons;
• custom Services;
• manually provisioned Services; or
• other Service items

may not provide a cancellation function within the Client Area.

Where no applicable Client Area cancellation option exists, the Customer must submit the cancellation through an authenticated Sales & Billing department ticket.

A properly submitted Sales & Billing ticket constitutes the formal cancellation request in those circumstances.

8. Cancellation Function Unavailable or Malfunctioning

Where a Service would normally provide a Client Area cancellation function but the function is technically unavailable or malfunctioning, the Customer must submit an authenticated Sales & Billing department ticket before the applicable renewal deadline.

Fusion Arc Hosting may:

• verify the issue;
• document the request;
• provide an alternative cancellation process; or
• process the cancellation through the appropriate internal workflow.

9. Communications That Do Not Ordinarily Constitute Cancellation

Unless Fusion Arc Hosting expressly authorizes and confirms another method, the following do not by themselves constitute a formal cancellation request:

• Live Chat;
• Technical Support tickets;
• ordinary email;
• telephone conversations;
• social-media messages; or
• communications sent to an unrelated department.

Live Chat and Technical Support personnel may explain the applicable cancellation procedure and direct the Customer to the correct official method.

Cancellation eligibility, deadlines, renewal charges, and refund eligibility remain governed by the Refund & Payment Policy.

Technical Support Levels

10. Multi-Level Technical Support

Fusion Arc Hosting operates a multi-level technical-support structure.

Support may involve:

• Live Chat technicians;
• Level 2 technicians;
• Level 3 technicians;
• systems administrators;
• Linux administrators;
• network administrators;
• security personnel;
• backup administrators;
• migration technicians;
• infrastructure personnel;
• datacenter personnel; and
• third-party vendors.

The communication channel used does not necessarily indicate the technical level of the person handling the issue.

11. Live Chat Minimum Technical Level

Fusion Arc Hosting Live Chat Technical Support personnel operate at a minimum Level 2 technical-support capability for applicable hosting Services.

Live Chat is not merely a customer-service or ticket-intake function.

Where safe and appropriate, a Live Chat technician may:

• investigate;
• diagnose;
• troubleshoot; and
• make supported configuration changes

during the Live Chat session.

12. Live Chat Technical Scope

Live Chat may assist with matters including:

• website availability;
• HTTP errors;
• PHP errors;
• PHP configuration;
• PHP version changes;
• PHP extensions;
• database connectivity;
• database-user issues;
• MySQL/MariaDB availability;
• cPanel issues;
• customer-level WHM matters where applicable;
• DirectAdmin issues;
• Plesk issues;
• DNS;
• nameservers;
• DNS records;
• SSL/TLS;
• AutoSSL;
• Let’s Encrypt;
• email;
• SMTP;
• IMAP;
• POP3;
• webmail;
• email authentication;
• mail routing;
• mail-log investigation;
• email-delivery investigation;
• spam-filtering questions;
• DKIM;
• SPF;
• DMARC;
• FTP;
• SFTP;
• SSH where applicable;
• file permissions;
• file ownership;
• disk usage;
• resource usage;
• CloudLinux resource limits;
• LVE investigation;
• CageFS;
• cron jobs;
• Redis availability;
• Memcached availability;
• Node.js hosting-environment availability;
• Python hosting-environment availability;
• Softaculous;
• hosting-account configuration;
• WordPress hosting-environment troubleshooting;
• backup availability;
• restore requests;
• security investigation;
• malware-alert review;
• DNS propagation;
• domain-to-hosting configuration;
• migration questions;
• server-side errors;
• Service-status investigation; and
• other supported Level 2 hosting-related matters.

The specific actions available depend upon:

• the affected Service;
• technician permissions;
• account authorization;
• safety;
• support scope; and
• technical circumstances.

13. Live Chat Financial Limitations

Live Chat is not the primary channel for financial account actions.

Live Chat personnel generally do not directly process:

• invoice modifications;
• billing adjustments;
• payment disputes;
• refund determinations;
• billing-cycle changes;
• paid add-on orders;
• new license purchases;
• paid IP additions;
• account credits;
• billing-date changes; or
• prorated billing adjustments.

Where such matters arise, the Customer may be directed to:

• the Client Area; or
• an authenticated Sales & Billing ticket.

14. Live Chat Is Not Limited to Basic Troubleshooting

Customers are not required to open a Technical Support ticket merely because an issue is technical.

Where a Live Chat technician can safely diagnose and resolve the issue, Live Chat may include:

• log review;
• configuration review;
• account-level changes;
• email troubleshooting;
• DNS changes;
• PHP changes;
• permission changes;
• SSL corrections;
• resource analysis;
• security remediation;
• backup assistance; and
• other supported Level 2 work.

15. Live Chat Escalation

A Live Chat technician may create, recommend, or require a Technical Support ticket where the issue requires:

• extended investigation;
• long-running diagnostics;
• privileged work;
• root-level changes;
• Level 3 review;
• systems-administrator review;
• network review;
• security-team review;
• datacenter involvement;
• vendor involvement;
• complex migrations;
• extended backup or restore operations;
• malware investigation;
• server-wide configuration;
• application research;
• large log or file review;
• coordination between teams;
• continued monitoring;
• approval;
• an auditable technical record; or
• other circumstances better handled through ticket support.

Escalation does not necessarily mean the Live Chat technician lacked the technical capability to investigate the issue.

It means the ticket workflow is more appropriate for the required work.

Technical Support Tickets

16. Technical Support Ticket Scope

Technical Support tickets may be used for ordinary support or advanced technical escalation.

Ticket work may involve:

• Level 2 technicians;
• Level 3 technicians;
• systems administrators;
• Linux administrators;
• network administrators;
• security personnel;
• backup administrators;
• migration personnel;
• datacenter personnel; or
• third-party vendors.

Technical Support tickets may include:

• server-level investigation;
• root-level configuration;
• server-wide changes;
• performance analysis;
• network investigation;
• security incidents;
• malware analysis;
• backup investigation;
• disaster recovery;
• complex restores;
• server migrations;
• website migrations;
• email-reputation investigation;
• routing problems;
• firewall changes;
• advanced log analysis;
• Service failures;
• vendor escalation;
• datacenter escalation;
• long-running technical work; and
• complex Beyond Scope requests.

Billing and invoice matters should not normally be submitted through Technical Support unless Fusion Arc Hosting specifically directs otherwise.

17. Sales & Billing Tickets

Sales & Billing tickets are the primary authenticated written channel for:

• billing;
• invoices;
• payments;
• pricing;
• paid Service add-ons;
• paid upgrades;
• licenses;
• dedicated IP orders;
• billing corrections;
• refund requests;
• billing disputes;
• billing-cycle questions;
• service-order changes;
• management add-ons;
• qualifying cancellation requests under Sections 7 and 8; and
• other financial or commercial account matters.

A Sales & Billing request may be transferred internally where a technical team must complete provisioning after the commercial request has been approved.

Availability and Response Targets

18. Support Availability

Fusion Arc Hosting provides Live Chat and Technical Support ticket availability 24 hours per day, 7 days per week, including holidays.

Availability remains subject to:

• planned maintenance;
• emergency maintenance;
• technical outages;
• widespread incidents;
• security emergencies;
• extraordinary demand;
• staffing conditions; and
• circumstances outside our reasonable control.

24/7 Technical Support availability means Customers may contact Technical Support at any time.

It does not mean every:

• specialized engineer;
• administrator;
• billing representative;
• vendor;
• datacenter technician; or
• escalation team

is continuously staffed or immediately available.

19. Live Chat Initial Response Target

Under normal operating conditions, Fusion Arc Hosting targets an average initial Live Chat response of approximately:

59 seconds

This is an operational target for an initial response.

It is not:

• a guaranteed response deadline;
• an SLA;
• a resolution guarantee; or
• a completion-time guarantee.

Queue times may increase during:

• widespread outages;
• infrastructure incidents;
• security incidents;
• maintenance;
• unusually high contact volume; or
• other extraordinary circumstances.

20. Newly Opened Ticket Response Target

Under normal operating conditions, Fusion Arc Hosting targets an initial response to newly opened tickets within approximately:

59 minutes

This represents a target for the first meaningful:

• acknowledgment;
• review; or
• response.

It does not mean every ticket will be diagnosed, resolved, completed, financially adjusted, or fully investigated within 59 minutes.

21. Resolution Time

Fusion Arc Hosting does not provide one universal resolution time.

Technical issues may require:

• log analysis;
• reproduction;
• server-side testing;
• backup processing;
• restoration;
• malware investigation;
• network tracing;
• vendor consultation;
• datacenter coordination;
• application research;
• DNS propagation;
• hardware replacement;
• software updates;
• security remediation; or
• escalation.

Unless an applicable written SLA expressly provides otherwise, response-time targets are operational targets rather than guaranteed resolution deadlines.

22. Support Prioritization

Technical requests may be prioritized according to severity and impact.

Higher-priority issues may include:

• infrastructure outages affecting multiple Customers;
• network outages;
• critical server failures;
• active security incidents;
• major platform failures;
• individual Services that are substantially unavailable; and
• significant email, DNS, database, website, or SSL failures.

Lower-priority requests may include:

• configuration requests;
• general technical questions;
• optional optimization;
• Beyond Scope Assistance; and
• Best-Effort Assistance.

Submitting duplicate tickets or multiple Live Chats for the same issue does not increase priority and may delay resolution by fragmenting troubleshooting information.

Fully Managed Services

23. Meaning of Fully Managed

“Fully Managed” means Fusion Arc Hosting manages the supported hosting infrastructure and technologies included with the applicable Service.

Fully Managed work may include:

• administration;
• maintenance;
• configuration;
• troubleshooting;
• updates;
• security maintenance;
• Service investigation;
• supported software maintenance; and
• hosting-related technical assistance.

Fully Managed does not mean unlimited technical work involving every application or third-party product used by the Customer.

24. Managed Shared and Reseller Hosting

Applicable:

• Shared Hosting;
• WordPress Hosting;
• CMS Hosting;
• Semi-Dedicated Hosting;
• Reseller Hosting;
• Agency Hosting;
• Enterprise Hosting; and
• similar platform-based hosting Services

are generally Fully Managed at the Fusion Arc Hosting hosting-platform level.

Fusion Arc Hosting maintains applicable platform components such as:

• server operating environment;
• web server;
• PHP;
• database Services;
• email Services;
• DNS;
• SSL/TLS;
• security systems;
• backup systems where included;
• control panels;
• account isolation; and
• resource-management systems.

25. Customer Application Responsibility

Fully Managed hosting does not make Fusion Arc Hosting responsible for:

• custom application code;
• application business logic;
• website design;
• custom plugin development;
• custom theme development;
• proprietary integrations;
• third-party SaaS products;
• external APIs; or
• unrelated Customer systems.

Hosting-environment troubleshooting may be included even where application development is not.

VPS and VDS Services

26. Standard VPS and VDS

Unless expressly identified otherwise, standard VPS and VDS Services are Self-Managed by default.

The Customer generally remains responsible for:

• guest operating-system administration;
• operating-system updates;
• software installation;
• software configuration;
• guest-server security;
• firewall configuration;
• web-server administration;
• database administration;
• mail-server administration;
• application administration;
• monitoring;
• hardening;
• backups unless separately included; and
• application compatibility.

Fusion Arc Hosting remains responsible for provider-controlled infrastructure including applicable:

• host-node infrastructure;
• hypervisor platform;
• network connectivity;
• assigned resources; and
• provider-side networking.

27. Fully Managed VPS/VDS Add-On

Eligible Self-Managed VPS/VDS Services may be upgraded with Fully Managed Services.

The applicable price may be:

• displayed during checkout;
• available through a Service-upgrade process;
• shown in the Client Area; or
• quoted through Sales & Billing.

Managed Services generally begin after:

• the add-on is ordered;
• required payment is completed;
• Fusion Arc Hosting accepts the server into management; and
• management is provisioned.

Management does not retroactively transfer responsibility for conditions that existed before management began.

28. Managed cPanel VPS/VDS

A VPS/VDS purchased or designated as a Fully Managed cPanel Service may receive support for applicable:

• operating system;
• cPanel;
• WHM;
• Apache;
• LiteSpeed where licensed;
• PHP;
• MariaDB/MySQL;
• Exim;
• Dovecot;
• DNS;
• SSL/TLS;
• FTP;
• account configuration;
• security;
• firewall configuration;
• CloudLinux where licensed;
• Imunify products where licensed;
• JetBackup where included;
• supported software updates;
• control-panel updates; and
• server-Service troubleshooting.

29. Managed DirectAdmin VPS/VDS

A VPS/VDS purchased or designated as Fully Managed DirectAdmin may receive support for applicable:

• operating system;
• DirectAdmin;
• supported web server;
• PHP;
• database Services;
• mail Services;
• DNS;
• SSL/TLS;
• FTP;
• user/account Services;
• security;
• supported backups;
• software updates;
• DirectAdmin updates; and
• server-Service troubleshooting.

30. Managed Plesk VPS/VDS

A VPS/VDS purchased or designated as Fully Managed Plesk may receive support for applicable:

• operating system;
• Plesk;
• supported web Services;
• PHP;
• database Services;
• mail Services;
• DNS;
• SSL/TLS;
• subscriptions;
• account configuration;
• security;
• supported backups;
• Plesk updates;
• operating-system updates; and
• server-Service troubleshooting.

31. Control-Panel License Does Not Automatically Mean Fully Managed

Purchasing, licensing, or installing:

• cPanel;
• DirectAdmin;
• Plesk; or
• another control panel

does not automatically create Fully Managed Service.

Fully Managed coverage exists only where:

• the product is sold as Fully Managed;
• an active Fully Managed Services add-on applies; or
• Fusion Arc Hosting otherwise agrees in writing.

32. Dedicated and Bare-Metal Services

The management status of Dedicated and Bare-Metal Services is determined by the applicable:

• product description;
• checkout selection;
• management add-on;
• order form;
• quotation;
• Statement of Work; or
• written agreement.

Dedicated hardware does not automatically mean Fully Managed Service.

Managed Server Administration

33. Managed Maintenance

For Fully Managed servers, Fusion Arc Hosting may perform applicable routine administration including:

• operating-system updates;
• control-panel updates;
• security updates;
• web-server maintenance;
• database-Service maintenance;
• mail-Service maintenance;
• DNS administration;
• security configuration;
• firewall administration;
• SSL/TLS management;
• supported backup administration; and
• troubleshooting of supported server components.

34. Unsupported or End-of-Life Software

Fusion Arc Hosting may decline or limit support for:

• end-of-life operating systems;
• end-of-life control panels;
• unsupported repositories;
• abandoned software;
• unsupported web servers;
• custom kernels;
• unsupported system modifications; or
• other configurations that materially interfere with safe management.

Fusion Arc Hosting may require:

• updates;
• migrations;
• replacement;
• remediation; or
• another supported configuration

before Fully Managed support can continue.

Beyond Scope and Best-Effort Assistance

35. Beyond Scope

A request may be considered Beyond Scope where it principally involves:

• custom application development;
• custom code debugging;
• plugin development;
• theme development;
• third-party application modification;
• external SaaS administration;
• external API development;
• unrelated Customer networks;
• desktop or device support;
• business-process consulting;
• custom database development;
• custom software engineering; or
• another system outside the supported hosting stack.

36. Best-Effort Assistance

Fusion Arc Hosting may voluntarily provide Best-Effort Assistance for Beyond Scope requests where reasonably practical.

Best-Effort Assistance:

• is not guaranteed;
• does not permanently expand support scope;
• does not convert unsupported software into supported software;
• does not create an ongoing management obligation; and
• does not guarantee successful resolution.

37. Beyond Scope Response Expectations

Ordinary ticket response targets may apply to the initial acknowledgment or review of a Beyond Scope request.

Where Fusion Arc Hosting accepts a Beyond Scope request for investigation, an initial substantive assessment or update will commonly occur within approximately:

24 to 72 hours

after necessary information, authorization, credentials, and access have been provided.

This is an estimate rather than:

• an SLA;
• a guaranteed deadline;
• a resolution guarantee; or
• a completion guarantee.

38. When Best-Effort Assistance May Be Declined

Fusion Arc Hosting may decline, limit, pause, or stop Best-Effort Assistance where:

• a software developer is required;
• vendor involvement is required;
• specialized professional Services are necessary;
• continued work would require unreasonable staff time;
• software is unsupported;
• the configuration is unsafe;
• requested changes may destabilize infrastructure;
• other Customers may be affected;
• necessary access cannot safely be provided;
• the request violates policy;
• unsupported infrastructure is involved; or
• continued work is otherwise technically or commercially unreasonable.

Fusion Arc Hosting may recommend an appropriate:

• developer;
• vendor;
• API provider;
• SaaS provider;
• systems integrator;
• network specialist;
• database specialist; or
• other qualified third party.

39. No Guarantee of Success

Best-Effort Assistance does not guarantee successful correction of a problem.

Fusion Arc Hosting may complete an investigation by identifying that the cause lies with:

• defective application code;
• a plugin;
• a theme;
• an API provider;
• an external Service;
• custom software;
• Customer configuration;
• unsupported software; or
• a vendor-controlled system.

Identifying the responsible component and directing the Customer to the appropriate developer or provider may constitute completion of Fusion Arc Hosting’s investigation.

40. Customer Authorization for Technical Changes

When a Customer requests technical assistance, the Customer authorizes Fusion Arc Hosting to perform reasonably necessary technical actions related to that request.

These may include:

• configuration changes;
• Service restarts;
• permission changes;
• ownership changes;
• DNS modifications;
• SSL/TLS modifications;
• PHP changes;
• email configuration;
• backup restoration;
• software adjustments;
• firewall changes; and
• other reasonable troubleshooting actions.

Where practical, significant changes may be explained before they are performed.

41. Responsibility for Beyond Scope Systems

Best-Effort Assistance does not transfer responsibility for Customer-controlled or third-party systems to Fusion Arc Hosting.

The Customer remains responsible for applicable:

• applications;
• code;
• plugins;
• themes;
• APIs;
• integrations;
• external Services;
• website content;
• business logic;
• development work; and
• third-party configuration.

Liability remains subject to the limitations and exclusions in the TOS.

Third-Party Technology

42. Third-Party Software

Fusion Arc Hosting may provide, license, install, integrate, manage, or support third-party technology.

This may include:

• control panels;
• web servers;
• security products;
• backup products;
• operating-system components;
• CMS software;
• libraries;
• plugins;
• APIs;
• registrars;
• payment Services; and
• external infrastructure.

Fusion Arc Hosting supports its implementation and management of supported third-party technology but does not become the developer or manufacturer of that technology.

Third parties may independently:

• modify software;
• change licensing;
• introduce defects;
• experience outages;
• change APIs;
• end support;
• create vulnerabilities;
• change compatibility; or
• discontinue products.

Fusion Arc Hosting cannot guarantee independent third-party conduct.

Security, Backups, and Migrations

43. Security and Malware Assistance

Where a hosted account or website is compromised, Fusion Arc Hosting may:

• review alerts;
• inspect logs;
• identify suspicious files;
• scan for malware;
• quarantine malicious files;
• apply hosting-level protections;
• restore an available backup;
• modify supported configuration;
• recommend remediation;
• suspend compromised Services where necessary; or
• escalate the issue.

Manual redevelopment of compromised application code may be Beyond Scope.

44. Backup and Restore Assistance

Where backup Services are available, Fusion Arc Hosting may assist with restoration from available recovery points.

Fusion Arc Hosting does not guarantee:

• a particular requested recovery point exists;
• every backup completed;
• every file is recoverable;
• every database is recoverable;
• every mailbox is recoverable; or
• an application will function after restoration.

Backup availability and retention are governed by the Backup Policy.

45. Migration Assistance

Fusion Arc Hosting may provide supported migrations involving:

• cPanel;
• Plesk;
• DirectAdmin;
• websites;
• databases;
• email;
• hosting accounts; and
• other compatible data.

Migration feasibility depends upon:

• source access;
• provider restrictions;
• software compatibility;
• available data;
• security restrictions;
• application compatibility; and
• other technical conditions.

Customers should verify migrated Services and data before cancelling the previous provider.

Domains, DNS, and Add-Ons

46. Domain and DNS Assistance

Fusion Arc Hosting may provide technical support for:

• nameservers;
• DNS zones;
• DNS records;
• domain-to-hosting mappings;
• email DNS;
• SSL-related DNS;
• DNSSEC where applicable; and
• registrar-related technical functionality for domains managed through Fusion Arc Hosting.

Where another provider controls the domain or DNS system, Fusion Arc Hosting may provide correct values and Best-Effort guidance but cannot guarantee the third party’s actions.

Domain billing, registration, renewal, transfer, redemption, or purchase matters are handled through the appropriate Client Area or Sales & Billing process.

47. Paid Add-Ons

Requests to purchase paid options must generally be completed through:

• the Client Area where self-service ordering is available; or
• Sales & Billing.

Examples include:

• dedicated IP addresses;
• licenses;
• Fully Managed Services;
• backup options;
• security products;
• resource upgrades; and
• other paid features.

Once provisioned, Technical Support may assist with supported technical configuration.

48. Technical Issues With Billing Components

Some technical requests require a commercial action first.

For example:

• additional resources may need to be purchased;
• a dedicated IP may be required;
• a license may be needed;
• Fully Managed Services may need to be added; or
• a Service upgrade may be recommended.

Technical Support may explain the technical requirement, but billing and purchasing actions must generally be completed through the applicable Client Area or Sales & Billing process.

Customer Responsibilities

49. Customer Responsibilities

Customers remain responsible for applicable:

• application code;
• website content;
• passwords;
• user accounts;
• third-party licenses;
• themes;
• plugins;
• external APIs;
• SaaS products;
• data accuracy;
• application business logic;
• authorization for systems they ask Fusion Arc Hosting to access;
• testing application functionality after changes; and
• maintaining reasonable independent backups.

Customers must reasonably cooperate with troubleshooting.

Failure to provide required:

• information;
• credentials;
• authorization;
• logs;
• screenshots;
• error details; or
• access

may delay or prevent investigation.

50. Safe and Supported Configuration Requirement

Fusion Arc Hosting may refuse, modify, delay, or reverse a requested change where we reasonably determine that it may:

• create a vulnerability;
• destabilize a server;
• interfere with updates;
• violate vendor requirements;
• affect other Customers;
• circumvent resource controls;
• create abuse risk;
• damage data;
• violate applicable law;
• violate the TOS;
• violate the AUP;
• violate the FUP; or
• create unreasonable technical risk.

Fully Managed support does not require Fusion Arc Hosting to implement or maintain an unsafe or unsupported configuration.

51. Support Fair Usage

Ordinary technical support within the applicable support scope is included with applicable Services.

Customers are not charged merely for submitting legitimate Technical Support requests.

Fusion Arc Hosting may, however, review accounts that repeatedly require:

• extensive custom development;
• repeated Beyond Scope work;
• continuous application administration;
• repeated third-party software administration;
• large custom configuration projects;
• work unrelated to the Service purchased; or
• work equivalent to ongoing professional Services.

Fusion Arc Hosting may:

• continue on a Best-Effort basis;
• recommend Fully Managed Services;
• recommend another Service tier;
• recommend professional Services;
• provide a separate quotation;
• refer the Customer to a developer or vendor; or
• decline the request.

52. Fully Managed Server Does Not Mean Fully Managed Application

For clarity:

Fully Managed Server ≠ Fully Managed Customer Application

Fusion Arc Hosting manages the supported infrastructure and hosting stack.

The Customer, developer, or application vendor remains responsible for application-specific:

• code;
• logic;
• custom functionality;
• plugins;
• themes;
• integrations; and
• development

unless Fusion Arc Hosting expressly agrees otherwise in an authorized written agreement.

53. Beyond Scope Assistance and Refunds

Fusion Arc Hosting declining, limiting, or being unable to complete a Beyond Scope request does not by itself mean the underlying hosting Service failed.

It does not automatically create entitlement to:

• a refund;
• Service credit;
• damages;
• compensation; or
• cancellation without otherwise applicable charges.

Refund eligibility is governed by the Refund & Payment Policy, SLA, TOS, and applicable Service terms.

Statements by Support Personnel

54. Support Communications Do Not Modify the Agreement

Technical Support personnel may provide:

• troubleshooting information;
• technical opinions;
• explanations;
• estimates;
• recommendations;
• interpretations of current technical conditions; and
• guidance concerning Fusion Arc Hosting Services.

Such communications are intended to assist the Customer operationally.

Unless Fusion Arc Hosting expressly confirms otherwise through an authorized written agreement or contractual update, a statement made through:

• Live Chat;
• a Technical Support ticket;
• ordinary email;
• an oral conversation;
• troubleshooting correspondence; or
• another informal support communication

does not amend, replace, waive, or override the TOS, this Policy, the Refund & Payment Policy, another incorporated policy, an applicable product term, or another controlling written agreement.

If a support communication conflicts with the controlling Agreement, the applicable written Agreement governs according to the order-of-precedence provisions in the TOS.

55. Mistakes and Incorrect Support Information

Fusion Arc Hosting personnel may occasionally make a good-faith:

• factual mistake;
• technical mistake;
• billing-related statement outside their authority;
• estimate that later proves inaccurate;
• interpretation that is corrected after escalation; or
• statement inconsistent with an applicable policy.

Fusion Arc Hosting may correct such information when identified.

A good-faith mistake by an individual technician or representative does not by itself:

• modify the Agreement;
• create a permanent Service entitlement;
• waive an existing contractual requirement;
• expand support scope;
• change refund eligibility;
• change cancellation requirements;
• create an SLA;
• modify pricing; or
• bind Fusion Arc Hosting to an unauthorized contractual amendment.

Nothing in this section limits rights that cannot lawfully be waived or excludes liability that cannot lawfully be excluded.

56. Estimates and Preliminary Technical Assessments

Technical estimates and preliminary conclusions may change as additional information becomes available.

Examples include estimates concerning:

• repair time;
• migration duration;
• backup restoration;
• DNS propagation;
• software compatibility;
• root cause;
• vendor action;
• datacenter work;
• hardware replacement; or
• application behavior.

Unless expressly included in an applicable written SLA or contractual commitment, such estimates are not guaranteed deadlines.

Managed Service Additions

57. Adding Fully Managed Services

Customers with eligible Self-Managed Services may request Fully Managed Services through:

• checkout;
• a Client Area upgrade where available; or
• Sales & Billing.

Pricing will be shown or quoted before activation.

Fusion Arc Hosting may inspect an existing server before accepting it into management.

58. Existing Server Conditions

Fusion Arc Hosting may require remediation before accepting an existing server into Fully Managed status where it contains:

• malware;
• an existing compromise;
• unsupported operating systems;
• unsupported control panels;
• unsupported software;
• unsupported repositories;
• custom kernels;
• severe configuration damage;
• unresolved security problems; or
• another condition preventing safe management.

Remediation may:

• be included;
• be offered as Best-Effort Assistance; or
• require an additional charge.

Any additional charge will ordinarily be communicated before billable remediation is performed.

Product Terms and Policy Administration

59. Product-Specific Support Terms

Specific products may include different or expanded support coverage.

An applicable:

• product description;
• checkout selection;
• quotation;
• enterprise agreement;
• Statement of Work;
• order form; or
• other authorized written agreement

may establish additional support terms for that particular Service.

The applicable purchased Service determines whether a VPS/VDS is Self-Managed or Fully Managed.

60. Policy Updates

Fusion Arc Hosting may update this Policy as:

• infrastructure changes;
• software changes;
• operating systems reach end of life;
• control panels change;
• vendors change;
• security requirements change;
• products are introduced;
• products are modified; or
• operational procedures evolve.

Material changes will be handled according to the TOS and applicable law.

Contact and Support Channels

61. Technical Support

Technical issues may be submitted through:

• Live Chat; or
• Technical Support tickets.

Fusion Arc Hosting Live Chat Technical Support personnel operate at a minimum Level 2 technical-support capability for applicable hosting Services.

62. Sales & Billing

Billing, invoice, payment, paid add-on, Service-order, upgrade, refund, and other financial or commercial matters should be submitted through:

• an authenticated Sales & Billing ticket; or
• the Client Area where an applicable self-service function exists.

63. Cancellation Requests

Cancellation requests must be submitted as follows:

Where a Client Area cancellation function is available:
Use the applicable Client Area cancellation function.

Where the product, Service, license, or add-on does not provide a cancellation function:
Submit an authenticated Sales & Billing department ticket.

Where an available cancellation function is technically unavailable or malfunctioning:
Submit an authenticated Sales & Billing department ticket before the applicable renewal deadline.

Live Chat and Technical Support may explain or assist with the process but do not ordinarily constitute the formal cancellation request.

64. Contact Information

Fusion Arc Hosting
A Fusion Arc Telecom LLC Company

PO Box 1766
Gypsum, Colorado 81637
United States

Technical Support: support@fusionarchosting.com

Sales & Billing: sales@fusionarchosting.com

65. Support Coverage Summary

Live Chat

Live Chat is staffed by technicians operating at a minimum Level 2 technical-support capability.

Live Chat may directly:

• diagnose technical issues;
• investigate logs;
• troubleshoot hosting;
• perform supported configuration changes;
• troubleshoot email;
• troubleshoot DNS;
• troubleshoot SSL/TLS;
• investigate PHP and database issues;
• review resources;
• assist with restores;
• investigate security issues; and
• perform other supported Level 2 technical work.

Technical Support Tickets

Technical Support tickets are used for matters requiring:

• extended investigation;
• Level 2 or Level 3 work;
• systems administration;
• root-level work;
• security;
• networking;
• migrations;
• complex restores;
• long-running investigation;
• vendor escalation; or
• other advanced technical handling.

Sales & Billing

Sales & Billing handles most:

• billing questions;
• invoice questions;
• payment questions;
• refund requests;
• billing disputes;
• pricing questions;
• paid add-ons;
• dedicated IP orders;
• license orders;
• paid upgrades;
• Fully Managed Services orders; and
• other commercial account changes.

Cancellation

Where the applicable Service has a Client Area cancellation function, Customers must normally use that function.

Where no applicable cancellation function exists, or where the function cannot be used because of a technical issue, an authenticated Sales & Billing ticket is the applicable fallback process.

Managed Hosting

Shared, WordPress, CMS, Semi-Dedicated, Reseller, Agency, Enterprise, and comparable Fusion Arc Hosting platform Services are generally Fully Managed at the supported hosting-platform level.

Standard VPS/VDS

Standard VPS/VDS Services are Self-Managed by default unless expressly identified otherwise.

Fully Managed VPS/VDS

Eligible VPS/VDS Services may include or purchase Fully Managed Services.

Managed Control Panels

cPanel, DirectAdmin, and Plesk VPS/VDS Services are Fully Managed only where the applicable Service is sold, designated, or upgraded as Fully Managed.

Customer Applications

Fusion Arc Hosting manages the supported hosting environment but does not automatically provide custom software development or application-code debugging.

Beyond Scope Assistance

Fusion Arc Hosting may provide Best-Effort Assistance where practical.

Best-Effort Assistance:

• does not guarantee resolution;
• does not permanently expand support scope;
• may take longer than ordinary support;
• may be stopped where specialized development or vendor assistance is necessary; and
• remains subject to the TOS and applicable liability limitations.

Support Communications

Informal support communications, including Live Chat and ordinary ticket responses, do not amend or override the written Fusion Arc Hosting Agreement unless expressly confirmed through an authorized contractual process.