Support Policy

This Policy defines how clients interact with the Company’s technical support (FORESTSNET LTD). By contacting support you accept its terms.

Channels & Availability

• email: [email protected] — for all inquiries, including billing and account recovery;
• Dashboard: my.forestsnet.cloud — ticket system in your account panel.

Critical incidents are handled 24/7.

Response Times

• critical (server down) — 15 minutes;
• high (service degradation) — 30 minutes in business hours, up to 4 hours off-hours;
• normal questions — 30 minutes in business hours, up to 4 hours off-hours;
• suggestions and feedback — up to 24 hours.

Request Requirements

• identification: account email, server name or order ID;
• a detailed problem description: what was expected, what happened, steps to reproduce;
• screenshots and logs where possible;
• one issue per ticket.

In Scope

• Dashboard and control panel questions;
• availability, performance and network on the Company’s side;
• OS reinstallation, reboots, ISO images;
• order, payment and refund inquiries.

Out of Scope

• setup and administration of third-party software;
• development of scripts, configurations or applications for the client;
• debugging user code;
• restoring data from user backups.

Prohibited Conduct

Spam and duplicate tickets, insults or threats toward staff, and attempts to access other users’ accounts via support are prohibited. Violations may result in restricted access to support channels.