Support Scope
What's included vs. billable services
This page is a quick reference for what our support covers. Response times and uptime are in our Service Level Agreement.
Last updated: October 7, 2026
📬 How to reach us
- Support request: open one from the Support page in your portal
- Email: support@hostmoose.ca
- Hours: a real person replies within one business day, Monday to Friday, 9 am to 5 pm Mountain Time
- Security problems: security@hostmoose.ca
- Abuse reports (spam, phishing, malware): abuse@hostmoose.ca
✅ Included with your hosting plan
- •Account and billing questions - invoices, payments, your card, renewals and cancelling
- •Hosting platform help - DirectAdmin, your hosting account, email accounts, FTP, databases and SSL certificates, including renewal problems and errors
- •Pointing your domain - guidance on DNS records to connect a domain you own, and email delivery checks (SPF, DKIM, DMARC)
- •Server-side problems - if the problem is on our servers, we fix it
- •Restoring from a backup - we keep daily backups for 30 days and restore on a best-effort basis (keep your own copies too)
- •Free website migration - best effort, from hosts that use cPanel or DirectAdmin. We can't move sites built on Wix, Squarespace, Shopify or similar website builders
- •Pointers - for problems with your own site (themes, plugins, slow pages), we'll happily point you toward resources, but fixing them is up to you
💰 Billable work (not included)
Hands-on work on your website is not part of a hosting plan. If we agree to do it, we'll quote a price before we start. For example:
- •Managing your WordPress site - updates, plugin conflicts, theme problems, and fixing a site that you or a plugin broke
- •Security cleanup - removing malware from a hacked site
- •Performance tuning and speed optimization
- •Custom development, redesigns, new site or theme builds, and content changes
- •Help with third-party software we don't provide, and with email programs and devices
🚨 If something is badly broken
Put "urgent" in the subject of your request if:
- •Your site is completely down
- •Your site is hacked or showing malware warnings
- •Email isn't sending or receiving at all
- •An SSL error is blocking all visitors
We read requests Monday to Friday, 9 am to 5 pm Mountain Time and reply within one business day. Server outages are monitored around the clock and we act on them ourselves.
Need Support?
Contact our team for help with your hosting