Scope of Support
Our aim is to ensure the reliability of your centron Webhosting packages provided by centron and to assist you with all centron interfaces, products and enquiries.
Please do not hesitate to contact us at any time for assistance. The relevant contact person will assess the feasibility of your enquiry and provide a quotation for services outside the scope of our standard Support (where applicable).
| Service | Included | Out of Scope |
|---|---|---|
| centron User Interface | ✓ | |
| centron account-related matters | ✓ | |
| Ordering, renewing or cancelling your web hosting products; Contract amendments and advice | ✓ | |
| Programming and correction of scripts that you use on your website (e.g. PHP, JavaScript, Perl, Python, ASP, SQL, etc.) | ✓ | |
| Use of your web space for your websites (secure FTP, SSH and setting up your client) | ✓ | |
| GUIDES on the initial setup and use of your databases | ✓ | |
| Changing the performance level | ✓ | |
| Setting PHP versions | ✓ | |
| Support with the configuration of hosting features (Sitelock, CDN, etc.) | ✓ | |
| Guidance on accessing your log files | ✓ | |
| Creating and editing custom HTML or CSS | ✓ | |
| Use and management of content management systems | ✓ | |
| Web design services (creating pages/content; copying/editing images) | ✓ | |
| Writing specific .htaccess or php.ini directives | ✓ | |
| Advice in the event of security incidents | ✓ | |
| Interaction with search engine operators (e.g. Google) | ✓ | |
| Troubleshooting third-party DNS configurations | ✓ |
Administrative services subject to a charge
Administrative services subject to a charge go beyond the scope of standard support. Typical tasks include the following:
- Webspace Cleanup Service (removal of malware and malicious scripts in cases of misuse)
- Backup and restoration of databases and webspace
- Website migrations
- Website configurations
As soon as you contact us, a member of staff will assess the feasibility of your enquiry and, if appropriate, provide you with a quote.
The decision to process a enquiry that falls outside the scope of standard Support is based on the following criteria:
- the complexity of the problem
- the availability of qualified Support staff