Legal

Support Policy

EliteStarHosting VOF · Chamber of Commerce: 98619616 · Version 1.0 · Effective date: 1 July 2025. Forms part of the Terms of Service.

Last Updated: July 1, 2025

[1] Service vs. Support

The availability of our services is entirely independent of the availability of our support team. Servers run autonomously. Support is available to assist you but is not required for services to remain operational.

[2] Support Channels

  • Ticket system (primary): available 24/7 via https://elitestarhosting.com
  • Discord (informal): based on staff availability; does not constitute a formal ticket

Formal communication exclusively via ticket or [email protected].

[3] Support Availability

Support is available Monday to Sunday, 09:00-24:00 CET/CEST (15/7 support). Outside these hours no active staffing is guaranteed. The average response time of ~1 hour is indicative and does not constitute a guarantee.

[4] Service Level Agreements

The following SLA tiers apply based on your package:

SLA 1: Budget

Hardware and network support. Continuous platform monitoring. Target response time for outages: <1 hour. Questions/requests, software updates, plugin/configuration assistance, performance optimisation, security assistance and debugging are not included.

SLA 2: Premium

All SLA 1 features. In addition: specialists for questions/requests and management of software updates on request. Plugin/configuration assistance, optimisation and debugging are not included.

SLA 3: Enterprise

Includes all SLA 1 and SLA 2 features. Additionally: assistance with server and plugin configurations, performance optimisations, security enhancements, and debugging of software issues within our scope of expertise.

[5] Scope of Support

Not included: customer-caused issues, unsupported third-party software, custom code, AUP violations, data recovery after customer error, or systems that violate the AUP.

[6] Incident Categories

  • Critical: Full outage caused by EliteStarHosting, highest priority, addressed outside business hours if necessary.
  • High: Serious disruption, priority within hours.
  • Normal: Limited disruption, addressed in order within business hours.
  • Low: General questions and wishes, addressed in order within business hours.

[7] Customer Code of Conduct

Respectful behaviour is required when communicating with our support team. Insults, threats, or abuse may result in withdrawal of access to support channels or termination of the agreement.

Contact: [email protected] · KvK: 98619616

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