Services offered within the package scope, support tickets and technical work that must be agreed separately.
Review version · 4 October 2026
The texts on this test site have been prepared in preparation for going live. The order details of the purchased service and the mandatory legislation in force are assessed together.
What does this document cover?
1. Package and management scope
The service's resources, location, panel, licenses, billing period and management scope are determined by the package description at the time of purchase. A Web, WordPress, e-commerce, business or reseller label alone does not constitute a commitment to unlimited development/management services. Features explicitly offered in the package, however, form part of the agreement and are not later removed in an unclear manner.
If a server service is offered as unmanaged, operating system and application management are the customer's responsibility; the physical/virtualization infrastructure and the provider's duties under the agreement continue separately. If a managed service is included, its scope is defined in its own order. Being granted root/administrator access does not mean that all application maintenance will be performed by HOSTIMOR.
2. Support channels and working arrangements
Support requests can be submitted by opening a ticket in the client area or by sending an e-mail to destek@hostimor.com. Phone: 0850 308 86 91. Phone and office communication is handled during the working hours announced on the contact page. Being able to submit a ticket outside working hours does not create a guarantee of a fixed response time or of 24/7 phone service.
Requests are evaluated according to service impact, security risk, the adequacy of the information provided and the relevant expertise required. A fixed response or resolution time applies only if it has been committed to separately in a written SLA. This text does not add any new percentage availability, fixed resolution time or service credit calculation.
3. Support ticket content and authorization
State the service/domain name, the error message, when the problem started and any recent changes. For security reasons, share only the necessary technical information. Full card details, one-time codes, unnecessary identity documents or shared passwords should not be included in support messages. Services or data are not managed for unauthorized persons; account/ownership verification may be required.
For operations that affect data or services, such as deleting files, installing an operating system, changing DNS or restoring a backup, the scope and effect of the request are explained. The customer's approval is obtained where required. Opening a support ticket does not in itself constitute permission to delete all server files or to incur additional charges.
4. Migration, applications and paid work
If free migration is included in the package, its scope and the existing technical conditions are taken into account. Factors such as access to the source panel, file/database integrity, version compatibility and e-mail size may affect whether a migration is possible. The risk of downtime and the DNS switchover are planned; it is recommended that the existing source not be shut down before the new service has been verified.
Custom code development, third-party add-ons, virus cleanup, application optimization or out-of-scope system administration are included in the service only if separately agreed. Before any additional paid work, the scope and fee are explained and approval is obtained. Fixing a fault covered by the package is not automatically turned into a paid service merely because a support ticket has been opened.
5. Maintenance, security and licensing
Planned maintenance is announced in advance as far as possible. In an urgent security or infrastructure intervention, limiting the damage may need to come first; status information is provided afterwards. The customer is responsible for application updates and its own access permissions; HOSTIMOR is responsible for the maintenance and security work it undertakes for the infrastructure under its control.
Third-party licenses are subject to their own terms of use; only the scope stated in the order is provided. It is not assumed that a license can be used on all servers, for all sub-customers or indefinitely. Rights relating to defective services attributable to the provider, refunds and statutory liabilities are reserved under the main agreement and the refund terms.
All related documents: Agreements and Policies
