Legal Notices
Support Policy

The purpose of this policy is to clearly lay out DigiServ™’s support policies and procedures so that all customers have a clear understanding what can be expected of us and what we expect of you, our valued customer. We ask that every customer read through this policy and familiarize themselves with it. We look forward to providing high quality, super fast and friendly support for all your hosting requirements.

DigiServ™ will provide priority technical support services to all customers for provided Services, subject to the terms of the Agreement. Technical support services are available 24 hours a day, 7 days a week, 365 days a year including public holidays. Tickets are responded to, and in many cases resolved within 1-3 hours from the time we received your initial request. Our maximum response time to Support Tickets are within 3 hours and accomplished under most circumstances. There will be times when this is not possible, when we experience a high load of emails/tickets. Here at DigiServ™ we work extremely hard and do our utmost to keep our response times within 3 hours, at all times.

We provide support solely for issues directly related to the physical functioning of your hosting package. In all cases, assistance with coding, programming, or third-party programs are not covered by our free technical support.

Below is a detailed escalation procedure on how we deal with Technical Support requests,

Level 1

This is the initial support level responsible for basic customer issues. It is synonymous with first-line support.

The first job of a Level 1 specialist is to gather the customer’s information and to determine the customer’s issue by analysing the symptoms and figuring out the underlying problem. When analysing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on “attempting to solve a symptom instead of a problem.” Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available.

Level 2

This is a more in-depth technical support level than Level 1 containing experienced and more knowledgeable staff on a particular product or service. It is synonymous with level 2 support. 

Technicians in this realm of knowledge are responsible for assisting Level 1 staff solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. However, prior to the troubleshooting process, it is important that the technician review the work order to see what has already been accomplished by the Level 1 technician and how long the technician has been working with the particular customer.

If a problem is new and/or staff from this group cannot determine a solution, they are responsible for raising this issue to the Level 3 technician. Unfortunately we do not deliver telephonic support for Level 1, 2 & 3 issues.

Level 3

This is the highest level of support responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, back-end support, support line 3, or high-end support.

These individuals are experts in their fields and are responsible for not only assisting both Level 1 and Level 2 personnel, but with the research and development of solutions to new or unknown issues. Note that Level 3 technicians have the same responsibility as Level 2 technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized. If it is at all possible, the technician will work to solve the problem with the customer as it may become apparent that the Level 1 and/or Level 2 technicians simply failed to discover the proper solution. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem. Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis.

Level 3 issues are only handled via email and our support ticket system.

Level 4

The fourth level often represents an escalation point beyond our organization. This is generally a hardware or software vendor. Status updates will be provided on a regular basis to the customer through a support ticket.

How To Contact Support

DigiServ™ requires that you maintain current contact information in your client area. If you do not keep your contact information in your client area updated you will not receive support from DigiServ™. Also you will not receive any announcements about system changes and upgrades that may directly affect your account.

1. How do I identify myself and my account?

Please include your first and last name, customer ID, and your account id (username) when contacting support for whatever reason. You will need to send the mail from the email address that you use to login to your client area. If any support requests are received from an email address not listed in your client area the request will not be opened and you will receive confirmation thereof.

2. What should I include in my request for support?

When you are experiencing an error with one of the services provided by DigiServ™, you need to include a copy of the exact error message that you received when accessing/using the service.

You may find it useful when describing your problem, to take a screen shot that illustrates the problem you are experiencing and send it to us. Similarly and if relevant, please tell us the nature of any error messages that you encounter on screen together with details of what you were doing at the time the error occurred.

If you did not receive an error message, then a complete description of the error including the time of the occurrence will suffice. The technical staff will then attempt to recreate the error using your description, so please be as detailed as you can about the error.

The more information you call tell us, the quicker we can resolve your issue.

3. Who can make changes to my web hosting package?

If someone contacts and wants administrative actions done to your account, then privileges are recognized for each person listed in the contact information in your client area. Outside of the people listed in your client area no one else from your organization can exercise administrative privileges. Certain administrative requests are restricted and will only be accepted if it is from the primary email address.

4. What do I do if I have lost or forgotten my administrative password?

Send an email to requesting the account password. In your request please include your account username and be sure to send your email from the email address that you have listed in the contact information in your client area. If you have not updated the contact information in your client area it is more difficult to verify who the administrator for the account is. DigiServ™ will then attempt to verify the account administrator based on the registrar records for the domain name associated with the hosted account.

Methods of Support

Support Tickets

This is our primary support system. We require that you submit a support ticket if you require assistance from DigiServ™ for technical support matters. A support ticket allows your query to be tracked, documented (which is also required before we make account modifications) and will allow multiple staff members, from different shifts to resolve your issue(s).

Please do not submit multiple tickets about the same problem as that simply creates confusion. If you need to add information to an existing ticket, please do so in the existing ticket by logging into your client area and by replying to the ticket found under My Support Tickets. If the ticket is not listed in your client area chances are we have not yet received your ticket, the ticket was not opened or it was opened through another client area account on our systems (which is rare).

Should you have a question, we first advise you to check out the support area and knowledge base to see if your question can be answered by reading our documentation. If you cannot find an answer in the support area please submit your support request via our support ticket system and one of our Level 1 technicians will respond as soon as possible.

All support requests that are received are placed in a queue and are generally handled on a first-come first-served basis. Rapid replying to a ticket will not get you a quicker response from us as you will be placed back in the queue system (automatically) and a response from us might therefore take even longer than normal.

Support tickets that require server modifications, extensive work to be performed, further testing / research to be performed will be scheduled for resolution at off-peak times, usually on the weekend or at night, depending on our workload and the type of work required.

Increased response and resolution delays may be experienced in times of increased workload, peak times, server wide issues, or where your ticket requires escalation/clarification to/from other departments and beyond our organization.

Support during Network & Server Outage

Our servers are constantly monitored to ensure that they are running smoothly and their connection to the internet is being maintained. If a server or services become unavailable or lose connectivity to the internet, we are immediately paged and we are usually working on a solution before users are even aware of a problem. Please see our network status and notices for any current/previous known issues with our servers and network. 

General & Advanced Support

There are certain features such as CGI, ASP, ODBC, SSI, .NET Framework, PHP, MYSQL, etc. that we provide to our customers. However, due to the complex nature of supporting such services, we are unable to support users in learning how to use such features. We will verify that the settings are correct on our end, but to help users correctly set up their own files, we must charge a fee based on professional rates. In this document, we wish to clarify what issues shall receive free technical support (general issues) and which shall be charged for (advanced support). We make great effort to provide a fast turn-around on support for all general support issues. The time frame for advanced support will vary depending upon the complexity of the issue. If you have any confusion as to what issues would fall into the general support category and which would have a charge, please e-mail . We have outlined below several examples of general support issues and some advanced support issues:

General support issues [no charge]

You may obtain free technical support on issues similar to the following by emailing

  • Free cPanel Transfers [we will transfer your entire hosting account from your old provider to us, this must not be confused with a domain name transfer]
  • cPanel Server Migrations [should you wish to change from our Germany servers to local or vise versa we will move your hosting account and data]
  • Problems logging into your account. [Password set-up incorrectly, ftp login incorrect, etc.]
  • Problems uploading files due to server issues [permissions incorrect].
  • Password Resets
  • System configuration problems caused by us.
  • Web site not loading due to errors on our part.
  • E-mail accounts not functioning.
  • Assistance with basic operation of your hosting control panel. We have tutorial movies available which demonstrate how to use your control panel. The control panel manuals are also provided on these pages.
  • Information regarding the required paths or availability of services to run applications or scripting you wish to install.
  • Server based problems or errors with server services: FTP, Telnet, HTTP, SMTP, POP, MySQL, MS SQL, etc.
  • Modification of your domain name DNS (name server) settings.
  • Installation assistance with included Softaculous and Application vault applications. This does not include setting up, configuration, customising and ongoing use of the application. Please see the software creator’s web site for support resources

Clean up or re-installation of an account

The cost of cleaning up or re-installing an account is R52.00. If you wish to start from scratch, we will delete and re-create your account for this fee.

Advanced support [R620.00 per hour]

Technical assistance with any user-supplied C#, VB.NET, ASP, ASPX pages, PHP, etc., is not included in the 'general support' category. If you require assistance with your web site development including setting up or debugging an ASP or an ASP.NET program we will provide it at the rate of R620.00 an hour, billed a minimum of 15 minutes in advance as our time allows. If the error was found to stem from incorrect system settings (caused by DigiServ™), the fee will be waived. Services falling under this category would include:

  • Web site development such as minor maintenance and changes, Full Page Design and Coding charged at R1300 per page [Excludes Graphic Design]
  • Re-coding html to reduce file size
  • Making image files smaller in file size
  • Setup or configuration of services not provided as a part of your web hosting.
  • Setup or configuration of modules/components not currently operational or modification of existing modules/components on DigiServ™ servers.
  • Setup and configuration of mailing lists and auto responders for your use.
  • Modification to your existing web site, scripts, forms, applications, etc.
  • Installation, maintenance, editing, resolving issues and upgrades of your installed scripts, web site, applications, etc.
  • Trouble shooting problems or conflicts with your ISP (connection) services and setup.
  • Trouble shooting problems or errors with your web site not related to server performance.
  • Repeated assistance in setup of your email application.
  • Repeated assistance with the same issue once initially resolved or task completed.
  • Trouble shooting problems not directly related to your current products/services with DigiServ™.
  • Technical support with user C#, VB.NET, ASP.NET, PHP, etc.

Note: We do not offer support with CGI or Perl scripts or applications. We highly recommend that you take advantage of the extensive resources available on the Internet for help with learning the trade.

Customer Relationships

We strive to provide you with courteous, professional, and technically accurate support. Although we understand how frustrating technical problems can be, we ask that you treat us with respect and we will do the same in return. Our ultimate goals are the same, providing you with accurate support in a timely manner.

If you feel you have been treated unfairly or have any other complaints, you may contact our Technical Director directly at

We may update this support policy from time to time without notice to you. Please check our web site for the most current version of the support policy. The newest version of the support policy takes effect immediately.

This support policy does not apply to dedicated servers, please see our dedicated server support policy.