Support Policy | Apex Thunder

Effective Date: June 20, 2026 | Last Updated: June 26, 2026

1. Introduction & Scope

At Apex Thunder, we are committed to providing reliable, timely, and professional support to help you succeed with your hosting services. This Support Policy clearly defines what is included in free support, outlines professional services available for additional fees, and sets expectations for response times and account responsibilities.

Support Policy

2. What Is Included in Free Support?

Free support is provided for issues directly related to our hosting infrastructure and managed services. Coverage varies by plan type:

2.1 Free vs Paid Support Boundary

  • Free support covers infrastructure and platform issues only
  • Anything involving code, customization, or design is billable
  • Debugging customer applications is not included

Shared Hosting

  • DNS Issues
  • Email Issues
  • SSL Issues
  • cPanel Issues
  • Hosting Connectivity Issues
  • Backup Restores

WordPress Hosting

  • WordPress Installation
  • Basic Troubleshooting
  • Plugin Compatibility Guidance

Managed WordPress Hosting

Our Managed WordPress Hosting plan includes dedicated support for WordPress-specific infrastructure and optimization. This may include the following services, depending on the selected plan:

  • Automatic WordPress core, plugin, and theme updates with compatibility verification
  • Backup Options
  • Proactive security monitoring, malware scanning, and firewall configuration
  • Performance tuning including caching setup, CDN integration, and database optimization
  • Troubleshooting for WordPress-specific errors, conflicts, and compatibility issues
  • Staging environment support for safe testing before deployment

Note: This support does not extend to custom PHP development, third-party API integrations, or complex multi-site network configurations, which are available as Professional Services.

VPS / Dedicated

  • Network Issues
  • Hardware Issues
  • Infrastructure Issues
  • Reboots
  • Access Problems

3. Not Included in Free Support

The following services are outside the scope of free support (unless explicitly included in your plan):

  • Website Development
  • Custom Coding
  • Theme Development
  • Plugin Development
  • SEO Services
  • Graphic Design
  • Content Writing
  • Marketing Services
  • Advanced Server Administration
  • Malware Cleanup (customer-caused)
  • Database Optimization Projects

4. Professional Services

For tasks that require specialized engineering, development, or security intervention, we offer professional services billed at standard rates. Examples include:

  • Website Migration
  • Malware Removal
  • Performance Optimization
  • Server Hardening
  • Infrastructure Consulting

5. VPS & Dedicated Responsibilities

Unmanaged VPS and Dedicated Servers do not include operating system administration, software management, security hardening, application troubleshooting, or development services. Customers are responsible for managing their stack within the allocated environment.

6. Fair Use of Support

Apex Thunder reserves the right to limit, defer, or reclassify support requests that require excessive engineering effort, repeated manual intervention, or work beyond the standard scope of support at our discretion and based on operational requirements.

7. Response Priorities

Tickets are prioritized based on the severity and impact on your service:

Support Request Priority Levels
Priority Example
Critical Server Down
High Website Unreachable
Medium Email Issues
Low General Questions

8. Abuse of Support

Any abuse, threats, or repeated harassment of the support team may result in restricted support access or service suspension. We maintain a professional environment for both staff and customers.

  • Misuse of support channels for consulting requests outside the scope of support
  • Repeated submission of identical requests after resolution or clarification
  • Excessive non-technical inquiries unrelated to hosting services

9. Contact & Escalation

If you believe a support request requires escalation, please reply to your existing ticket and request a review by a senior technician or management representative.

Support Channels

Social media and WhatsApp are not considered official support channels.

Frequently Asked Questions

What is included in free support?

Free support covers infrastructure-related issues for your specific plan, including DNS, email, SSL, control panel, connectivity, basic WordPress troubleshooting, plugin compatibility guidance, network/hardware issues, reboots, and access problems. It does not cover development, custom coding, or advanced administration.

Do you provide website development services?

No. Website development, custom coding, theme/plugin creation, and design are outside the scope of free support. However, we offer Professional Services for these tasks at standard engineering rates.

Can you fix my website code?

We do not provide debugging or modification of customer-written code as part of free support.

Do you manage VPS servers?

Unmanaged VPS and Dedicated Servers do not include OS administration, software management, security hardening, or application troubleshooting. You are responsible for managing your environment. Managed VPS upgrades are available upon request.

Is malware removal included?

Malware cleanup caused by customer negligence or third-party plugins is not included in free support. We offer professional malware removal services as part of our paid Professional Services package.

What services require additional fees?

Any work outside standard infrastructure support requires additional fees. This includes development, custom coding, theme/plugin creation, SEO, marketing, malware removal, advanced server administration, database optimization, and complex migrations.