Support Policy

Support Policy of use below constitute a legal agreement between “you” and “your” refer to each customer (“Customer”) and “we,” “us,” “our,” and Supplier refer to (PLATINUM ONLINE PVT LTD), which provides the hosting services described at This Agreement explains our obligations to you and your obligations to us concerning your use of our services. Agreeing to Supplier Terms of Service and Acceptable Use Policy is mandatory for account signing up or using our services. Please make sure you read everything.

Backup of Data / Service Interruption

Before attempting to troubleshoot any issue please “backup everything”. Then open a Support ticket with the proper support channel. Supplier not responsible for any data loss or corruption, including that resulting from our troubleshoot actions. Moreover, during troubleshooting, your services might interpret, restart or reset.

Methods of Support

  • Every account comes with free 24/7 customer Support thru emails and helpdesk.
  • LiveChat is available thru Whatsapp for Premium Support plans
  • Clients who sign up for Enterprise Support plans will receive support thru Phones and Remote Destop

Support Responding Time

24 Hour Response Time Guarantee for Support Tickets. Statistically, most tickets are responded to and completely resolved in less than that. Every account comes with Freemium Support and client can upgrade to paid support if they need higher-level support.

What we do and What we do not do

Supplier offering 365 days support and Sales thru emails and helpdesk. Supplier is not responsible for web development, non-supported 3rd party software/server and/or scripts (i.e., compatibility, installation, maintenance), and/or ongoing daily administration tasks. We are not providing services to beginners, and We do not provide any instructions on how to do technical work yourself or how technical works have been done. The supplier does not provide support for 3rd party scripts, including all addon scripts listed in CPanel, Centovacast, and any other script unless explicitly stated. And Supplier does not cover 3rd party script troubleshooting. It is your responsibility to ensure your scripts are compatible with our server environment. Regarding software bugs or errors, such issues should be brought to the attention of the software vendors directly for support.