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Support & Policies

Panther & Cub Hosting is managed hosting — meaning we take care of the server and infrastructure so you don't have to.
This page explains what that includes, what it doesn't, and how support works.

What's Covered​

  • Server uptime & monitoring

    • We monitor basic uptime on all servers.
    • If downtime occurs, we respond first — often before you even notice.

  • SSL certificates

    • Automatic renewal via Let’s Encrypt.

  • Backups & restores

    • Automatic backups per plan.
    • Restore available on request if something goes wrong.

  • Updates & patches

    • Application framework and dependency updates as needed.
    • Security updates for server stack.

  • Basic troubleshooting

    • Issues with hosting environment (SSL failing, site not loading, DNS misconfig).

What's Not Covered​

  • Website content changes → editing text, images, or products.
  • Major design/development → theme redesigns, new features, custom apps.
  • Third-party integrations → connecting external services unless scoped separately.
  • Email management → email services are available but billed separately (see Email & DNS Guide).

These can be quoted separately if you need them.

How to Get Support​

Contact methods:

  • Email: [email protected]
  • WhatsApp: Available for active hosting clients (number provided on onboarding)

Response times:

  • Business hours support: Mon–Fri, 9am–6pm CET.
  • Emergency issues: we aim to respond ASAP outside hours if it's an outage.
  • General questions: usually within 1 business day.

Data & Security​

  • Servers are provisioned in Hetzner datacenters (EU, US, or Asia-Pacific).
  • All data is stored in compliance with GDPR and Hetzner's policies.
  • Isolation: private VPS clients are fully isolated from other tenants.
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