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Support and Incident Reporting

Hosting support covers the Provider-controlled environment and administration identified in the Order. It is not a substitute for application maintenance, development, security response, backup, recovery, or user support unless those services are separately included.

Basic Hosting Support​

Depending on the Order, basic support may include:

  • initial triage of an apparent hosting-environment issue;
  • provider or server status investigation;
  • Provider-controlled routing or certificate investigation; and
  • administration of the hosting resources expressly included.

Content changes, application defects, plugins, themes, dependencies, external integrations, malware removal, restores, data recovery, performance optimization, and new configuration are outside basic hosting support unless stated otherwise.

Report an Incident​

Use the channel identified in your Order or onboarding materials. If it is unavailable, email [email protected] and include:

  • customer name and affected domain or application;
  • when the issue began and whether it is continuous;
  • exact error text and steps to reproduce;
  • recent deployments, DNS changes, updates, or configuration changes;
  • affected users and business impact; and
  • a contact who can test and approve action.

Do not include passwords, keys, tokens, or unnecessary personal data in the message.

Response and Recovery Targets​

Support hours, priorities, response targets, escalation contacts, and any recovery commitment apply only when stated in the Order or a separately signed service-level agreement. Labeling a message urgent does not create a guaranteed response time.

Security or Abuse​

For suspected compromise, credential exposure, prohibited content, or abuse, follow the security or abuse route in the Managed Hosting Service Terms and Acceptable Use Policy. Panther & Cub may take protective action permitted by those terms.

Customers remain responsible for independent backups, business continuity, application security, user access, and legal or regulatory requirements unless responsibility is expressly assigned to Panther & Cub in writing.

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