This article explains what our support team covers, response times, and what falls outside the standard support scope.
Support channels and hours
All TPC Hosting customers receive support through the channels and hours listed on our contact page. Email responses are typically under 60 minutes but may be longer during peak periods.
What is covered
TPC Hosting support covers the operation of our hosting services:
- Server infrastructure and network issues
- cPanel and control panel functionality
- Email server issues
- SSL certificate installation (via AutoSSL)
- DNS configuration at the server level
- Backup restoration (for shared hosting and managed VPS)
- Firewall and security at the server level
What is outside standard support scope
The following are not included in standard support:
- Installing or configuring third-party applications (e.g. WordPress plugins, custom CMS)
- Application optimisation and performance tuning
- Application security hardening
- Installing or configuring external devices
- Updating third-party applications on your behalf
We will assist with these on a best-effort basis within the limits of our team's availability.
Free website migration
Migration to or between TPC Hosting managed servers is provided free of charge. Migrations are completed within 48 business hours of receiving all required access credentials. This timeframe may extend for unusually large datasets — we will communicate an estimated time in such cases.
If a migration must be repeated due to your actions or inactions, TPC Hosting may decline to repeat it or charge a migration fee of €10.00.
Managed VPS — additional work
For managed VPS customers, services or applications outside the core scope are treated as paid work, billed at €15.00/hour (minimum one hour). If you have root access and your modifications cause server issues, remediation is also billed at this rate.
Self-managed VPS
TPC Hosting does not provide technical support for self-managed VPS servers. You are fully responsible for all administration and security.
