ServerNet support policy and service responsibilities

This policy explains ServerNet support responsibilities and how requests are handled. We support the availability and health of the components sold in your order. Building your product, fixing application code and completing a custom project are included only when expressly accepted in a contract or separate service.

Your order, management level, recorded agreements, terms accepted at purchase and the applicable service level agreement (SLA) determine coverage. This policy does not reduce previously purchased services or accepted commitments and does not, by itself, change your contract. Managed hosting, WordPress support, migration and application maintenance remain covered to the extent agreed in their respective contracts.

Using an external supplier does not remove our responsibility to investigate the ServerNet part of a problem. We perform an initial investigation before attributing an unclear issue to your application. Fixing a defect in the service itself is not conditional on buying additional support.

ServerNet is responsible for correct account provisioning, ordered resources and features, control panel access, and the managed web server and database service. Domain connection, HTTPS, email and backups are supported where included in the order. Versions, quotas and permissions are specific to each plan.

For Windows hosting, we investigate IIS, permitted Application Pool settings, the advertised Runtime, MSSQL and promised access. Reseller panel health and subaccounts are supported within the reseller agreement; direct support for an end customer depends on that agreement.

Application logic, code defects, chosen themes and plugins, custom configuration, dependencies beyond advertised versions, content and code optimization are the customer's or developer's responsibility unless separately contracted. Running application migrations, rewriting queries and preparing application releases are not standard hosting support. An HTTP 500 response alone does not prove an application bug; the relevant environment and logs are investigated first.

Each order includes its selected GPU and application. Ordering Jupyter/PyTorch, ComfyUI or Ollama does not include all three. ServerNet supports the advertised primary access, network, authentication, HTTPS and its own gateway or proxy.

Jupyter/PyTorch: login, opening the environment, an advertised lightweight baseline check and GPU detection. Custom Notebooks, models, isolated project environments and personal APIs are the customer's responsibility.

ComfyUI: the advertised interface or API and a baseline example compatible with the delivered package. Image or animation production, Workflow design, Custom Nodes and custom models are separate work.

Ollama: API connection, authentication and invocation of an advertised baseline model, if provided. Custom models, chatbots, training, prompts and project optimization are the customer's responsibility.

Defects in a base image or dependencies supplied as ready-made components remain our responsibility. Output quality, OCR accuracy, video generation speed and model suitability require project-specific evaluation. Installing FastAPI or custom software and maintaining customer packages are outside baseline support; faults in the official ServerNet connection path remain our responsibility.

Arbitrary port publishing, header forwarding and effective request size or response time limits are stated only for capabilities verified on the relevant service. A successful local test does not establish that the public path works. Restarting a Kernel is not the same as restarting Jupyter; the effect on the main process, data and charges must be considered before making changes.

Closing a browser or leaving a GPU idle does not stop it. Request shutdown from the service page and check the final state. File retention, any post-stop charges and restart conditions depend on the particular service. A request for installation or testing does not authorize starting a stopped service, large downloads or billable processing without agreement.

Unmanaged VPS and cloud servers: ordered allocation, initial setup of the supplied image, network, console and promised initial access. Subsequent OS administration, web servers, VPNs, databases, guest firewalls and applications are the customer's responsibility. Initial image defects are investigated separately.

Dedicated and bare-metal servers: ordered hardware, resources, network, administrative access and hardware fault escalation. Virtualization and customer software depend on the management contract. Hardware sales follow the item's warranty terms.

Managed servers and DevOps: maintenance, security, monitoring, versions and backups expressly included in the contract. Product development and architecture changes beyond its scope need a new agreement.

Ready-made apps such as n8n: access, version, HTTPS, resources, backups and maintenance as accepted in the offer. Custom Workflow logic and integrations require the corresponding agreement.

Domains, DNS, SSL and licences: payment reconciliation, registration and renewal, management access and correct operations under our control. Name rights, destination content, owner cooperation for certificates and unrelated application issues remain with the customer. DNS propagation times are not guaranteed.

Email and SMTP: login or connection, queues, errors in our path, managed domain settings and ordered quotas. Content, recipients and customer code remain with the customer. Inbox placement and removal from every blocklist are not guaranteed.

AI Gateway: permissions, official API endpoints, routing, gateway errors, usage records and reconcilable billing. Building Agents, RAG, prompts and product code, or guaranteeing output accuracy, is outside baseline support.

Identity verification API: access, API contract, authentication, errors and request tracing in our path. Integration development, business interpretation, input data and permission to use the service remain with the customer. External source accuracy is not guaranteed without investigation.

SMS panels, where sold: panel or API access, balance, ordered messaging line and investigation of submission and delivery status. Content, audience consent, recipients and application code remain with the customer. Request acceptance is not the same as confirmed delivery.

Cloud phone and VoIP: contracted access, numbers, extensions, features and the service's call path. Customer networks, devices and custom CRM or app integrations remain with the customer unless included.

Storage and backups, where ordered: access, quota, protocol and contracted operations. Backup existence, date, coverage and recoverability must be checked. Restoring or overwriting data requires an impact review and the necessary consent.

Listing a service family here does not mean it is currently on sale or that every capability is available. Coverage applies to what was actually ordered.

Brief guidance covers the official connection method, relevant documentation or identifying an error category. Custom package or model installation and management, debugging, ongoing training, content production and project execution are not baseline support unless contracted.

Separate work is first assessed for feasibility. Acceptance, scope, price, timing, responsible party and delivery criteria must be agreed before work begins. Submitting a request does not itself mean acceptance or commencement. Existing managed service commitments remain in force.

We match the customer, service, latest message, management level and relevant history before responding. Replies should be clear, respectful, relevant and in the customer's language, distinguishing verified findings from proposals and untested areas. We request only relevant information and do not reproduce confidential information in public replies.

Unresolved cases stay open or on hold for follow-up until resolution is verified or the matter is fully settled. A draft is not a sent reply. Incorrect or incomplete ServerNet guidance must be corrected and its possible effects investigated. Billing disputes are assessed against delivery history, service state and the balance ledger; a running resource alone does not disprove a delivery defect.

Response times, resolution times, uptime and compensation come from the applicable SLA and contract. We do not give an unconfirmed deadline. Around-the-clock support alone does not promise resolution of every issue within a fixed time. Widespread outages, potential data loss and failure of basic access receive urgent escalation.

This management-approved version is the public reference for support scope. Team and Araz assistant replies must follow these limits, actual product specifications and existing permissions. This policy does not itself authorize sensitive operations, financial changes or service state changes. Relevant sections are reviewed when a product, ready-made application or management agreement changes.

For follow-up, open a ticket from the relevant service page and provide the path, error time and a sanitized error message. Do not put login details or confidential data in public text.