Support Policy
Horizon Hosting Limited (trading as "Horizon Hosting") Company Number: 13693820 Registered in England and Wales
Last Updated: 12 November 2026
This Support Policy ("Policy") forms part of, and is incorporated by reference into, our Terms and Conditions (the "Terms"). It explains how support is provided for the Services, the channels available, what falls inside and outside the scope of support, and our right to restrict access to support and other systems. Capitalised terms not defined in this Policy have the meaning given to them in the Glossary.
This Policy does not set out response times, resolution times, or uptime commitments. Any such targets, where offered, are set out exclusively in a separate Service Level Agreement ("SLA"), where applicable to your Service. Where no SLA applies to your Service, no specific response or resolution time is guaranteed.
1. Support Channels
We provide support through the following channels:
- Online Support Ticket — via your client account/support portal; and
- Email — to our published support address.
We are not obliged to provide support through any channel other than those listed above, including but not limited to live chat, telephone, social media, or in-person contact, unless we have separately agreed to do so with you in writing.
We may, at our discretion, change, add, remove, or temporarily suspend any support channel at any time.
2. Scope of Support
We aim to assist with issues relating to the core infrastructure and Services we provide. Support requests should relate to your use of, or a fault with, the Services themselves. The scope of support we provide varies depending on the type of Service you use, as set out below.
2.1 Managed Services
Some Services are marketed and provided as a specific, pre-configured software product hosted by us (for example, a game server product). For these Services, we will generally provide support to the best of our ability in relation to: billing; the underlying hardware; any control panel we provide; software we have pre-installed; and modifications or add-ons that we officially support.
We do not provide support for bespoke modifications, plugins, or configurations built specifically for you or a particular use case, nor for the creation or setup of a service from scratch beyond our standard provisioning. Where a request falls outside what we support, we will, where possible, direct you to suitable independent resources, documentation, or third parties who may be able to assist.
2.2 Unmanaged and Self-Managed Services
Other Services provide you with an environment in which you install and manage your own software (for example, virtual private servers and dedicated servers). For these Services, we will generally provide support in relation to: billing; the underlying hardware; any control panel we provide; and the initial installation and basic diagnosis of an operating system that we officially support.
We do not provide support for operating systems that are not on our officially supported list, for operating systems installed or replaced by you outside of our standard provisioning process, or for any configuration that falls outside our standard setup, regardless of whether the underlying operating system is one we officially support. This includes, without limitation, custom images, non-standard partitioning or boot configurations, and modifications made after initial provisioning.
We may, at our discretion and on a reasonable endeavours basis, provide limited assistance with software that we separately host or officially support elsewhere. Assistance with other third-party or unsupported software will be provided only where reasonably practicable, and we give no assurance that we will be able to help. We do not provide support for the installation of software that is unusually complex or time-consuming to configure, for operating system configuration beyond initial setup, or for setting up a service in its entirety on your behalf. Where a request falls outside what we support, we will, where possible, direct you to suitable independent resources, documentation, or third parties who may be able to assist.
2.3 General
The above descriptions are indicative and not exhaustive. Whether a particular request falls inside or outside scope, and the extent of any assistance we choose to provide, is determined at our sole discretion. Unless expressly agreed otherwise in writing, matters outside scope also include: data loss, corruption, or recovery beyond any standard backup arrangements expressly included in your Service (see Clause 17 of the Terms — User Data); hardware you own and locate within our facilities under a colocation arrangement, save for matters relating to power, connectivity, or physical access that we control; issues arising from third-party providers, networks, or services outside our control, including upstream connectivity, domain registrars, or DNS providers not operated by us; and security incidents or vulnerabilities arising from your own applications, credentials, or configuration.
Where a request is out of scope, we may still choose to assist on a discretionary or chargeable basis; doing so does not create an ongoing obligation to provide the same assistance in future.
3. Right to Restrict or Remove Access
Without limiting Clause 9 of the Terms (Term, Suspension and Termination), we reserve the right, in our sole discretion and without notice or liability, to restrict, suspend, or remove your access to any and all systems provided by us in connection with support or the Services, including but not limited to support ticket systems, client portals, control panels, servers, and any other platform or tool made available to you.
This right may be exercised for any reason or no reason, including but not limited to breach of this Policy, breach of the Terms or any policy incorporated into them, misuse of support channels, or conduct described in Clause 4 below.
4. Conduct, Hate and Abuse
We will not tolerate hate speech, harassment, abuse, threats, or violent conduct directed at our staff, contractors, or support personnel, whether communicated through a support ticket, email, or any other channel.
Any such conduct will result in the immediate removal of your access to support channels and, at our discretion, to any or all other systems, accounts, and Services, in accordance with Clause 3 above and Clause 9 of the Terms. We may take this action without warning and without any obligation to provide further support, explanation, or opportunity to respond, and we reserve the right to pursue any further legal remedy available to us.
5. Service Levels
Any commitments regarding response times, resolution times, escalation procedures, or service credits are set out exclusively in your applicable SLA, where one applies to your Service. This Policy does not itself create any such commitment. Where you have not been provided with an SLA, no specific response or resolution time applies to your Service.
6. Changes to this Policy
We may revise this Policy at any time by updating this document, in accordance with Clause 1 of the Terms. Your continued use of our support channels or the Services after a revised version is posted constitutes your acceptance of the revised Policy.
7. Governing Law
This Policy is governed by, and forms part of an agreement governed by, the laws of England and Wales, and is subject to Clause 16 of the Terms (Governing Law, Jurisdiction and Dispute Resolution). If you are a consumer, nothing in this Policy affects your statutory rights.
8. Contact Us
If you have any questions about this Policy, please contact us at:
Horizon Hosting Limited (trading as Horizon Hosting) 11 Ann Wicks Road Frampton On Severn Gloucester GL2 7HH United Kingdom
Company Number: 13693820 Email: [email protected] Phone: +44 20 3137 9373