SUPPORT POLICY 

Nubius Solutions LLC 

Last Updated: February 11th, 2025

1. INTRODUCTION

Our Commitment:

At Nubius Solutions, we aim not only to provide reliable and high-performance hosting services but also to equip you with the necessary tools and responsive technical support to effectively manage your hosting environment. To achieve this, we offer a customer portal, control panels (where applicable), and extensive documentation to help you efficiently administer your hosted services. Additionally, we provide personalized technical support for the use of these tools and services. The scope of our included support is defined below.

Our goal is not just to respond to technical issues but to actively resolve them in a way that keeps your business running smoothly.

Our Responsibility:

Nubius Solutions is responsible for delivering a functional and accessible hosting service as outlined in our Service Level Agreement (SLA). This means ensuring that your subscribed services are available, operational, and meeting performance expectations. If we fail to meet the SLA commitments, you may be eligible for service credits or refunds, as defined in the SLA.

Beyond service availability, we provide technical support to help you effectively utilize our platform. If an issue falls within our included technical support scope, there is no additional charge. However, if your request extends beyond standard support—such as advanced troubleshooting, configuration assistance, or software debugging—we will provide a transparent quote for the necessary assistance or offer clear guidance for your developer or third-party provider to resolve the issue efficiently.

2. SCOPE OF INCLUDED TECHNICAL SUPPORT

We understand that new customers often require additional assistance in setting up their services. To facilitate a smooth onboarding process, we offer Onboarding Assistance at no extra charge to help new customers quickly launch their initial hosted services. This assistance includes:

• - Initial server and service provisioning using the control panel (where applicable).
• - Basic configuration limited to the subscribed service level.
• - Initial DNS setup for the primary site and mail domain.

Beyond the onboarding phase, all customers receive the following included technical support at no additional charge:

• Assistance with the customer portal and control panel (where applicable).
• Investigation of service-related issues (investigations requiring more than 10 minutes may be billable).
• Investigation of security concerns (investigations requiring more than 10 minutes may be billable).
• Minor software updates (updates requiring more than 10 minutes may be billable).
• General consultation on the use of Nubius Solutions services.

3. EXCLUSIONS FROM INCLUDED SUPPORT

Our free included support does not cover the following:

• Full operating system or application software updates beyond minor patches.
• Debugging or fixing issues related to customer applications or website code.
• Performance optimization of customer websites or applications.
• Security hardening or advanced security configurations beyond standard recommendations.

We will investigate performance and security issues and provide recommendations. Additional services for resolving these issues may be available on a billable basis.

4. CUSTOMER-INSTALLED SOFTWARE

• Our assistance covers the use of customer portal and control panel (where applicable), as well as ensuring the correct operation of software installed via these interfaces.
• Software installed manually by customers is not covered under Nubius Solutions' standard support.
• Assistance for troubleshooting or configuring customer-installed software is available on a billable basis.
• Nubius Solutions does not include debugging services for customer applications, scripts, or code. A quote can be provided for this. 

5. MAJOR SECURITY ISSUES

The security of your sites and data is a top priority for Nubius Solutions. When a security vulnerability affecting the operating system or application software is disclosed, we take appropriate action. Depending on the severity and nature of the vulnerability, we may:

• Perform necessary security patches (if covered under standard support).
• Provide guidance on how to mitigate security risks.
• Offer security enhancement services on a billable basis.

6. MANAGED SERVICES

For customers requiring enhanced support and proactive management, Nubius Solutions offers Managed Services on a billable or add-on basis. These services include:

• - 24/7 uptime response and monitoring.
• - Server resource management and optimization.
• - Advanced security enhancements.
• - Backup management and disaster recovery.
• - Lifecycle Manager for automated patching and compliance.
• - Custom managed solutions tailored to your specific needs.

Managed Services can be purchased via the customer portal or by contacting sales@support.nubius.io for a consultation and quote.

7. CONTACT INFORMATION

For support inquiries or assistance, contact us via:

- Technical Support: support@support.nubius.io

- Billing & Refunds: billing@support.nubius.io

- Sales Inquiries: sales@support.nubius.io

By using Nubius Solutions’ services, you acknowledge that you have read, understood, and agreed to this Support Policy. If you require assistance beyond the included scope, our team is available to provide customized support solutions tailored to your needs.