Statement of Support

The English version of the texts below is provided only as a convenience, to make the original French version easier to read and understand. In the event of a dispute or of any discrepancy between the two versions, the French version prevails and governs the relationship between the parties.

This statement describes what Astral Internet’s technical support covers, and does not cover, for each of the products we sell. For the product and management level subscribed to, the list of included and excluded services in the corresponding part is incorporated into the Terms and Conditions; it therefore binds Astral Internet. The response and provisioning times it mentions remain objectives, not commitments. The contractual rules — including support and webmaster service rates — are those of the Terms and Conditions, in particular section 3. Astral Internet may modify this statement; a change to the scope purchased follows section 13.1 of the Terms and Conditions.

The list of supported services is exhaustive: a request that does not appear in it falls under additional services (part L) or is not offered. The list of unsupported services is illustrative: it gives common examples, without limiting the scope of the first list. This statement excludes neither the Terms and Conditions, nor the Privacy Policy, nor any other policy in force.

In the event of a discrepancy between this statement and the Terms and Conditions, the Terms and Conditions apply. The technical features and limits of the plan are those of the product page.

The general services in part A apply within the limits of the part covering the product and management level subscribed to. A task included in that scope does not become billable merely because it also appears among the additional services in part L. Where an initial diagnosis is included, it serves to determine whether the problem falls within the services covered by Astral Internet or within the client’s environment. A specialized investigation or a correction outside that scope is undertaken only after acceptance of the fees and of the maximum time, in accordance with part L.

The exclusions concerning applications, configurations, operations or hacking under the client’s responsibility do not relieve Astral Internet of the tasks expressly included in the service subscribed to, nor of its responsibilities for its infrastructure and its own work.

A. General

a) Astral Internet provides no training on how the internet works. You must have a basic knowledge of internet concepts — DNS, email, browsers, FTP software — and be comfortable using a computer.

The availability of the Service and the credit attached to it are governed by section 6.2 of the Terms and Conditions; they do not fall under technical support.

B. How to obtain support

• By telephone (1 877 667-0932 or 514-667-0932) and by chat: during the business hours published on the “Contact us” page. These channels are reserved for simple, quick requests, such as help configuring an email account. No change to a product or a website is made by telephone or by chat.
• By support ticket, from your client area, according to the priority assigned:
• “Low” or “Medium” priority: handled during business hours; the target response time is under 45 minutes;
• “Urgent” priority: handled at all times, day, night and holidays; the target response time is under one hour.

Any request that requires work on a product — domain name, website, server, account information — must go through a ticket. Each ticket covers a single subject, clearly written; for a website, domain or server problem, indicate the steps that reproduce it.

Priority and fees. It is the client who chooses the priority when opening their ticket. When they choose “Urgent”, a window presents them with the CAD $85.00 opening fee and they must accept it for the ticket to be created; without that acceptance, no “Urgent” ticket is opened. Where the problem arises from a failure of the infrastructure or equipment under Astral Internet’s responsibility, no opening fee or webmaster fee is charged to resolve it. The initial acceptance of the fees remains subject to that exception: if such a failure is found, any fees billed or charged to resolve it are cancelled or refunded. The cause identified is summarized in the ticket. In other cases, webmaster time is billed at the hourly rate, in 15-minute increments, in accordance with sections 3.2 and 3.3 of the Terms and Conditions. Advanced monitoring alerts follow the separate rate in part N.

Suspended account or ended service. The client area and the products are distinct: a ticket may be opened at any time, including when a product is suspended or expired. Exporting data, on the other hand, is possible only on an active product; it cannot be done on a suspended or expired product. When a server is closed, request by ticket, at the time of closure, written confirmation of the erasure of your data: we send it to you in that ticket once the erasure has been officially carried out in our data centre.

C. Domain names

b) “Additional services” are available for this (part L).

D. Shared web hosting — Linux (cPanel) and Windows (Plesk)

This part covers the Essentiel, Élite and .NET Core plans, as well as the accounts created in a reseller plan.

a) Data backup — The client ensures that their files and folders are backed up and can be recovered in the event of a problem. Astral Internet keeps backups for its own use, in the event of a disaster, without guaranteeing their availability or integrity; their frequency and exclusions are in section 7 of the Terms and Conditions. Restoring data is requested by ticket and is billed at the hourly rate; where the loss results from a failure of Astral Internet’s infrastructure, it is carried out free of charge.

b) Astral Internet ensures that the essential services are available and functional: hosting server, email, FTP access, control panel. The client remains responsible for the proper operation of the scripts and applications in their hosting space. The initial performance diagnosis includes the checks necessary to determine whether Astral Internet’s essential services are involved. If a specialized analysis of the client’s environment is necessary, we explain its scope to them and obtain their acceptance under part L before starting it. Astral Internet provides no “included” troubleshooting following a website malfunction due to its programming, its scripts or its applications.

c) “Additional services” are available for this (part L).

E. Email hosting

a) “Additional services” are available for this (part L).

F. Reseller hosting — cPanel/WHM and Plesk .NET

a) “Additional services” are available for this (part L).

The reseller themselves suspends, from WHM or Plesk, the accounts they host, for their own management reasons; Astral Internet does not intervene in that decision. It may, however, itself suspend a sub-account that is the source of abuse where the reseller has not responded within twenty-four (24) hours. The measure then targets only the sub-account concerned, in accordance with section 10 of the Terms and Conditions. That period does not prevent immediate action in the event of a threat or where a measure is legally required. A broader measure must be justified by a risk affecting the plan or the infrastructure as a whole, under section 10.2.

G. Virtual private servers

Unmanaged VPS

Managed VPS

The Windows Plesk Server falls under this management level. The services of the fully managed VPS — advanced monitoring, external firewall, ModSecurity customization, real-time monitoring — may be added to it à la carte, at the applicable rates.

Access by our technicians. On a managed or fully managed VPS, managing the server presupposes that our support technicians, from the first to the third level, access it to apply the updates and the work included. On cPanel servers, the logs of “root” access are kept for four (4) weeks. On Windows Plesk servers, access is recorded in the Windows event logs under their default rotation: the oldest entries are overwritten once the log reaches its maximum size, so the effective retention depends on the volume of events. You may restrict that access; we will then need your authorization and your help in order to intervene, which reduces our speed of intervention when needed.

Fully managed VPS

a) Astral Internet helps you identify the source of a problem and gives you avenues for a solution. Correcting the components and configurations under the client’s responsibility is done by the client, or entrusted to Astral Internet under “Additional services” (part L), after acceptance of the fees. The corrections and work included in the management level subscribed to remain Astral Internet’s responsibility.

b) Astral Internet provides no training on how the internet works. You must have basic knowledge — DNS, email, browsers, FTP software — and be comfortable using a computer.

c) “Additional services” are available for this (part L).

d) The client retains “root” or administrator access to their server. The software they install, the configurations they change and the operations they carry out by means of that access are their responsibility, even on a managed server. Section 5.4 of Appendix A to the Terms and Conditions sets out that allocation and the prior notice expected.

e) On managed and fully managed VPS, Astral Internet updates the components provided at delivery: operating system, control panel, web server (Apache, Nginx or IIS, depending on the configuration) and other base software delivered with the server. This maintenance does not automatically extend to software added afterwards by the client. Available and compatible updates are applied at least once a month; additional maintenance may be carried out more frequently where a critical update is necessary. Notices, incompatibilities and end of support follow section 6.6 of Appendix A to the Terms and Conditions.

Updating assumes that the client does not object to it and does not prevent its application. Where a required update is refused, postponed or made impossible — in particular to preserve an application’s compatibility — section 6.6 of Appendix A to the Terms and Conditions applies: the security of the server is no longer guaranteed for what depends on that update, even on a managed or fully managed server.

f) On activation of a managed or fully managed VPS, Astral Internet informs the client of the backup frequency and of the number of copies that can be kept, according to the resources available and the service subscribed to. The configuration adopted is recorded in the activation information or in a ticket.

On a managed server, Astral Internet configures a backup within the server where the available space allows it. The client may request a backup to external storage; the external storage is then billed, and that backup is deleted in turn after the server is deleted. Where the server’s space is insufficient, Astral Internet notifies the client and offers to increase it; absent a response or in the event of a refusal, backups are disabled and the client is informed. The SAN volume snapshots provided for in section 7 of the Terms and Conditions serve Astral Internet’s business continuity; they do not replace this backup.

H. SSL certificates

Certificates are issued by the corresponding certification authority — DigiCert, RapidSSL, Sectigo (PositiveSSL) or another — through our supplier. Their terms are in section 2.7 of the Terms and Conditions.

The free certificates obtained using the control panel’s tools, in particular Let’s Encrypt, are distinct from purchased commercial certificates and from the “SSL Installation and Maintenance” service described below. On a fully managed VPS, the SSL coverage provided for in part G covers those tools; it does not include this separate service, nor the installation of a commercial certificate outside the panel’s tools.

As long as the validation required by the certification authority has not been obtained, the order remains pending: no certificate is issued and the request stays open. The client may at any time request cancellation by ticket. Astral Internet then cancels the certificate with its supplier where possible, and refunds the client to the extent of the refund it obtains itself.

Certificates purchased from Astral Internet

SSL Installation and Maintenance

This service is included, at no additional charge, in managed WordPress hosting (part M), including for the Let’s Encrypt certificate included in the hosting, with no separate certificate purchase. A commercial certificate chosen in addition is billed separately. The services and limits below also apply to managed WordPress.

a) Installation is included where the certificate was purchased from Astral Internet and is intended for shared hosting active with Astral Internet. The client cooperates in validating the domain using a method accepted by the certification authority and offered by our supplier, in particular through a DNS record or by carrying out themselves the validation requested in the email received. Hosting the email with Astral Internet and handing over a mailbox password are not systematic conditions of this installation. If the necessary cooperation is lacking, issuance and installation remain pending; the included installation is not cancelled merely because the email is hosted elsewhere.

b) “Additional services” are available for this (part L).

c) A certificate purchased from Astral Internet and installed on its shared hosting, or a Let’s Encrypt certificate included in managed WordPress hosting. For managed WordPress, purchasing a commercial certificate is not required to benefit from this service.

I. Business Anti-Spam

a) The search is included, per month, either for five requests each covering one address, or for a single request covering no more than seven addresses. The two formulas are not cumulative. Beyond that, the search is billed at the hourly rate (section 3.2 of the Terms and Conditions).

b) On termination or at the end of the anti-spam service, it is up to the client to restore their domain’s MX records. They may open a ticket to obtain assistance; that assistance falls under additional services where it concerns a third-party DNS provider.

J. SiteLock protection — existing clients only

SiteLock is no longer offered to new clients. Clients who hold it continue to benefit from it for as long as they renew it.

a) Automated cleanup covers the items detected that the licence held allows to be handled; it does not guarantee the elimination of every infection. Where a detected threat remains, where a client configuration prevents access to the files, or where the cleanup requires manual work, the client is notified. They carry out the cleanup themselves or entrust it to our team at the hourly rate (b). If the cleanup changes files and a recovery is necessary, the client may request it by ticket; whether it is possible and how it is billed follow section 7 of the Terms and Conditions and the copies available.

b) “Additional services” are available for this (part L).

K. WSA: Website Accelerator

The licence is tied to a public IP address; a private IP address is not accepted (section 2.9 of the Terms and Conditions). As long as the licence is active, the module can be installed and used. When it becomes inactive, the module disables itself and the web server reverts to the basic Apache operation of the cPanel panel.

The module does not have distinct specialized support. The client may open a ticket to report a potential problem to our development team. That report does not include a personalized diagnosis service and guarantees neither a fix nor a handling time by the development team.

a) Astral Internet provides no training on the internet or on a server environment. You must have basic knowledge — DNS, email, browsers, FTP, control panels, Apache — and be comfortable using a computer.

b) “Additional services” are available for this (part L).

L. Additional services (webmaster services)

Webmaster services let you entrust our team with routine administrative tasks or tasks that require particular expertise. They are billed on request, at the hourly rate in section 3.2 of the Terms and Conditions, in 15-minute increments; each request stands alone, with no subscription. Here is a summary list:

• advanced DNS configuration; domain configuration;
• migration of content, websites and mailboxes;
• Apache and MySQL optimization; advanced performance analysis;
• security analysis and audit; custom firewall rules (remote MySQL, ports);
• configuration of your email or FTP software;
• installation of applications or software; PHP upgrade; installation of PHP modules;
• installation of SSL certificates;
• malware removal and delisting from blocklists; virus cleanup;
• modifying, editing or correcting a website;
• updating WordPress or another content management system (CMS), where this is technically feasible and is not already included in your plan;
• certain programming work;
• restoring backups.

This list is not exhaustive. If your task does not appear on it, open a ticket to check with us whether our technicians can help you carry it out. The authorization and billing rules below apply.

To request this service, open a ticket from your client area, describe the work requested, check the “Webmaster Service” box and enter, in the field that follows it, the maximum time allotted to the technician. You thereby authorize the fees at the applicable rate, for the work described and within that limit. If the box is not checked or the maximum time is not indicated, we ask for confirmation of these elements in the ticket before starting any billable work.

No estimate is produced before that acceptance. The time spent on paid diagnosis, on estimating and on carrying out the work requested counts against the same cap; the estimate does not constitute an authorization to carry out work different from what was agreed. Before exceeding that cap or changing the scope, the technician stops the work and requests a new authorization, recorded in the ticket.

Estimating a task often requires carrying out a good part of it in order to measure the actual time; the time spent on the estimate is therefore billed on the same basis as the work, and it remains payable if you then decide not to have the task carried out.

Some work cannot be carried out exactly as requested, because of the complexity of a website or of its environment; the time spent remains payable.

M. Managed WordPress hosting

a) Offered free of charge on request. Caching speeds up the loading of the website in most cases; it may be incompatible with some websites or online stores, in which case it is disabled so that the website remains functional.

b) Astral Internet takes a backup before any work. Available and compatible updates to WordPress, to plugins and to supported themes are applied at least once a month. Additional maintenance may be carried out more frequently where a critical update is necessary. Astral Internet applies the updates to applications, plugins and themes that do not harm the operation of the website; an incompatible component is not updated until its maker has released a compatible version. If an update is necessary but causes a problem, we notify you by ticket and offer to correct or reprogram the component at the hourly rate; you may also mandate someone else, or ask us for a rollback from the backup, within forty-eight (48) hours following the update carried out by our technician. After a rollback, no additional work is carried out until you have resolved the component’s problem and notified us of it.

c) “Additional services” are available for this (part L).

N. Advanced website monitoring

Included in the fully managed VPS; offered as an option on the managed VPS and on shared hosting (section 2.10 of the Terms and Conditions).

a) Since the fifteen minutes included are already used when the regular ticket is opened, any additional work time is billable at the rate in section 3.2 of the Terms and Conditions, after your authorization and within the maximum time agreed under section 3.3. Investigation may continue in the existing “Medium” priority ticket. You may request urgent handling in accordance with part B; the corresponding fees are presented to you before your acceptance. That choice does not grant a new fifteen-minute credit, and no period of work is billed twice.

Last modified: 2026-09-10