Support Policy

This Support Policy (hereinafter the "Policy") defines the rules of interaction between clients and the technical support team of Mhost LLC (hereinafter the "Company", "we"). The Policy applies to all users of the Company's services, including account owners and their authorized representatives.

By contacting support, you confirm that you have read and accept this Policy. Violation of the Policy may result in restricted access to support channels.

We provide the following support channels:

• Email: support@mhost.ee — for all inquiries, including billing and account recovery.
• Telegram bot: @mhost_sup_bot — quick communication, ticket status notifications.
• Dashboard: my.mhost.ee — ticket system in your account panel.

Business Hours

• Regular hours: 10:00 — 22:00 UTC+4, daily, including weekends.
• Critical incidents: handled 24/7.

Response Times

To ensure prompt processing of your request, please follow these guidelines:

• Identification: provide your account email, server name, or order ID. Requests without client identification are handled with lower priority.
• Problem description: describe the issue in detail — what was expected, what happened, and steps to reproduce.
• Screenshots and logs: attach error screenshots, logs, or command output where possible.
• One issue per ticket: do not combine multiple unrelated questions in a single request.

The following behavior is prohibited when interacting with support:

Spam & Duplication

• Creating multiple tickets for the same issue.
• Sending the same message to multiple channels simultaneously.
• Sending empty or meaningless messages to bump a ticket in the queue.

Off-Topic Usage

• Requests unrelated to the Company's services.
• Asking for work outside the scope of technical support (development, third-party software administration).
• Using support channels for advertising or commercial offers.

Abusive Behavior

• Profanity, threats, or insults directed at support staff.
• Discriminatory remarks of any kind.
• Attempts at coercion, blackmail, or manipulation.

System Abuse

• Automated ticket submission (bots, scripts).
• Attempting to gain access to other users' accounts or data through support.
• Social engineering attempts targeting support staff.

In the event of a Policy violation, the Company applies measures proportional to the severity and recurrence:

Level 1 — Warning

• Written warning specifying the violation.
• Clarification of the rules and expected behavior.
• Applied for first-time and minor violations.

Level 2 — Temporary Restriction

• Restricted access to one or more support channels for 24 hours to 14 days.
• Requests accepted only via email with extended response times.
• Applied for repeated violations or abusive behavior.

Level 3 — Permanent Restriction

• Indefinite ban from all support channels.
• Communication limited to support@mhost.ee with a maximum of one request per day.
• Applied for systematic violations, threats, or fraudulent activity.

• Questions about the my.mhost.ee control panel.
• Server availability, performance, and network issues on the MHOST side.
• Assistance with OS reinstallation, reboots, and ISO images.
• Diagnostics of network issues on the MHOST side (routing, DNS, BGP).
• Guidance on choosing a plan and location.
• Billing, payment, and refund inquiries.
• Assistance with the MHOST API and integrations.

• Setup and administration of third-party software.
• Development of scripts, configurations, or applications for the client.
• Debugging user code and programs.
• Training on Linux, Windows Server, or other operating systems.
• Restoring data from user backups.
• Resolving issues caused by client actions (misconfiguration, deletion of system files).

The Company reserves the right to modify this Policy at any time. Material changes are published on mhost.ee with at least 7 days notice before taking effect.

Continued use of support channels after the changes take effect constitutes acceptance of the updated Policy.

If you have any questions regarding this Policy, please contact us at support@mhost.ee.

Effective date: April 2026