Statement of Support
10Corp Web Services LLC • Effective: Monday, January 8, 2024
This Statement of Support describes the support services, response times, and service commitments that 10Corp Web Services LLC ("10Corp") provides to customers of 10Corp and affiliated platforms. Our goal is to deliver timely, knowledgeable, and respectful support to every customer.
1. Support Channels
10Corp offers support through the following channels:
- Email Support: cs@10corp.com '€” available 24/7 for ticket submission; responses during business hours;
- Phone Support: +1 (762) 233-3344 '€” available Mon'€“Fri, 9AM'€“6PM EST;
- Client Portal: my.10corp.com '€” submit and track support tickets, manage services, view invoices;
- Live Chat: Available on our website during business hours for general inquiries.
2. Business Hours
Standard support hours are Monday through Friday, 9:00 AM '€“ 6:00 PM Eastern Standard Time (EST), excluding U.S. federal holidays. Emergency support for critical service outages is available outside business hours for customers on eligible plans.
3. Response Time Commitments
| Priority | Description | First Response Target |
|---|---|---|
| Critical | Complete service outage, website down, email non-functional | Within 2 hours (business hours) |
| High | Significant degradation, security incident, billing dispute | Within 4 business hours |
| Medium | Feature issues, configuration problems, general account questions | Within 1 business day |
| Low | General inquiries, how-to questions, feature requests | Within 2 business days |
Response time targets represent our commitment to initial acknowledgment. Resolution times vary based on issue complexity.
4. Scope of Support
Included at No Additional Charge
- Account and billing inquiries;
- DNS configuration guidance for 10Corp-registered domains;
- Basic cPanel/hosting control panel navigation;
- Email account setup and troubleshooting (for plans that include email);
- SSL certificate installation on 10Corp-hosted services;
- Standard email migration during workspace service onboarding;
- Escalation of platform-level issues to upstream providers (Google, Microsoft).
Outside Standard Support Scope
- Custom website development, coding, or debugging;
- Third-party software or plugin support not managed by 10Corp;
- SEO consulting or content creation;
- Complex migrations involving large data volumes or custom integrations;
- On-site technical support.
Out-of-scope work may be quoted and performed as a billable professional service.
5. Escalation Process
If you are not satisfied with the resolution of a support ticket, you may request escalation to a senior technician or account manager by replying to your open ticket with the word "ESCALATE." Our team lead will review the ticket and respond within one (1) business day.
6. Planned Maintenance
Planned maintenance that may affect service availability will be announced via email and/or our status page at least 48 hours in advance when reasonably possible. Emergency maintenance may be performed with shorter notice to address critical security vulnerabilities or infrastructure failures.
7. Service Status
For real-time service status updates, please contact our support team or check your client portal. We aim to communicate all service incidents promptly and provide regular updates until resolution.
8. Customer Responsibilities
To receive effective support, customers agree to: provide accurate account information and describe issues clearly; grant 10Corp temporary access to relevant systems when required for diagnosis; keep contact information current in the client portal; and respond to support follow-ups within five (5) business days to keep tickets active.
9. Feedback
We welcome feedback on our support quality. After ticket closure, you may receive a brief satisfaction survey. Your responses help us continuously improve. For formal complaints, contact cs@10corp.com with the subject "Support Feedback."
Last modified: Monday, January 8, 2024 • 10Corp Web Services LLC
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