Last Updated: September 2026
This Support Policy explains the support channels, support scope, responsibilities, communication methods, notification practices, and technical assistance available for LeapDigitals services.
This Policy applies to WordPress Hosting, Malware-Free Hosting, Shared Web Hosting, VPS Hosting, Dedicated Servers, domains, DNS, SSL, email services, paid technical support, server management, malware cleanup, migration services, and related LeapDigitals services.
By using LeapDigitals services, customers acknowledge the difference between hosting support, infrastructure support, software support, managed support, and separately charged technical services.
For general support, billing, sales, service questions, and technical help: admin@leapdigitals.com
For abuse reports: abuse@leapdigitals.com
For legal notices: legal@leapdigitals.com
1. Purpose of This Policy
LeapDigitals provides support to assist customers with hosting, server infrastructure, domains, DNS, SSL, email, billing, service access, and related LeapDigitals services.
The type and level of support available depends on:
- The service purchased
- The selected plan
- Whether the service is managed or unmanaged
- The nature of the reported issue
- Whether the issue relates to LeapDigitals infrastructure
- Whether the issue relates to customer-managed software or configuration
Some services include hosting-level or infrastructure-level support only. Software configuration, website development, server administration, malware cleanup, migration, optimization, custom configuration, and other technical work may require paid support.
2. Official Support Channels
LeapDigitals provides customer support through the following official channels:
- Support Tickets through the LeapDigitals Client Area
- Live Chat through official LeapDigitals website or client-area channels
- WhatsApp through the official LeapDigitals WhatsApp number
The official and only LeapDigitals WhatsApp number is:
+923344553859
Customers should not rely on any other WhatsApp number claiming to represent LeapDigitals unless LeapDigitals officially announces a change through its website, client area, or registered customer email.
For account-specific, billing, cancellation, abuse, security, or other important matters, LeapDigitals may request that the customer open a support ticket even if the conversation initially begins through Live Chat or WhatsApp.
Support requests sent through unofficial social media accounts, personal numbers, or unapproved communication channels may not be recognized as official support requests.
3. Email and WhatsApp Notifications
LeapDigitals may send service-related notifications and reminders through:
- Registered customer email address
- LeapDigitals Client Area
- Official WhatsApp number: +923344553859
Notifications may include:
- Invoice notifications
- Payment reminders
- Overdue invoice reminders
- Service suspension notices
- Service termination notices
- Renewal reminders
- Service activation notices
- Maintenance notices
- Security notifications
- Abuse notices
- Account verification requests
- Service status information
- Other important account or service communications
Email Notifications
Email is the primary official notification channel for LeapDigitals services.
LeapDigitals will send applicable system-generated and service-related notifications and reminders to the email address registered on the customer's LeapDigitals account.
LeapDigitals guarantees the issuance of applicable email notifications from its systems according to the relevant billing, service, or account workflow.
However, actual delivery into the customer's inbox cannot be guaranteed because delivery may be affected by factors outside LeapDigitals' control, including:
- Incorrect or outdated customer email address
- Full mailbox
- Recipient mail-server rejection
- Spam or junk filtering
- Customer email provider problems
- Mail routing problems
- Customer-created email rules or filters
- Third-party email service outages
Customers are responsible for maintaining a valid and accessible email address on their LeapDigitals account and for checking their inbox, spam folder, and Client Area regularly.
WhatsApp Notifications
LeapDigitals may also send reminders, service notices, billing reminders, support messages, and other notifications through our official WhatsApp number: +923344553859.
WhatsApp notifications and reminders are provided as a supplementary best-effort service and are not guaranteed.
WhatsApp delivery may fail or be delayed because of:
- WhatsApp service limitations
- API or platform restrictions
- Customer privacy settings
- Customer blocking the LeapDigitals number
- Incorrect phone number
- Inactive WhatsApp account
- Internet connectivity problems
- Message delivery restrictions
- Third-party service outages
Failure to receive a WhatsApp notification does not cancel, delay, extend, or invalidate an invoice due date, suspension date, termination date, renewal obligation, or other customer responsibility.
Customers should therefore rely primarily on their registered email address and LeapDigitals Client Area for important service and billing information.
4. General Support Scope
LeapDigitals may provide assistance for:
- Account access
- Billing questions
- Invoice questions
- Service activation
- Service renewal
- Service cancellation
- Hosting access
- cPanel access
- DNS guidance
- Nameserver guidance
- SSL assistance
- Email account guidance
- Server access details
- Service status checks
- Basic troubleshooting
- Abuse notice handling
- Service-related technical questions
The exact support scope depends on the service type, selected plan, and management level.
5. WordPress Hosting Support
WordPress Hosting includes hosting-level support.
LeapDigitals may assist with:
- Hosting account access
- cPanel access
- Basic DNS settings
- SSL installation or AutoSSL issues
- Email account setup guidance
- Hosting-level errors
- Server-side availability issues
- Backup restoration guidance where backups are available
- Basic WordPress hosting-environment issues
- Malware scan alerts where included
- Website migration where included or purchased
Free WordPress Hosting support does not normally include:
- Custom WordPress development
- Theme customization
- Plugin conflicts
- WooCommerce configuration
- SEO configuration
- Website design changes
- Content editing
- Custom coding problems
- Third-party plugin bugs
- Third-party theme bugs
- Performance problems caused by customer plugins or themes
- Hacked website repair unless cleanup is included or purchased
Paid WordPress support may be available for troubleshooting, repair, cleanup, migration, optimization, and security work.
6. Malware-Free Hosting Support
Malware-Free Hosting includes malware scanning and cleanup assistance for eligible websites according to the selected plan.
LeapDigitals may assist with:
- Malware scanning
- Malware alerts
- Suspicious file review
- Injected code detection
- Eligible infected-file cleanup
- Basic website security review
- Backup restoration guidance where available
- Malware-related support requests
- Post-cleanup recommendations
Malware-Free Hosting does not guarantee that a website can never become infected.
Customers remain responsible for:
- Keeping WordPress updated
- Updating plugins and themes
- Removing unnecessary plugins
- Avoiding nulled or unsafe software
- Using secure passwords
- Securing administrator access
- Following reasonable security recommendations
LeapDigitals may refuse included cleanup where repeated infection results from customer negligence, knowingly vulnerable software, malicious content, phishing, spam, unsafe scripts, or refusal to implement reasonable security fixes.
7. Shared Web Hosting Support
Shared Web Hosting includes hosting-level assistance where the service is offered.
Support may include:
- cPanel access
- DNS guidance
- Email account setup
- SSL support
- Website upload guidance
- File Manager guidance
- Database access guidance
- Backup restoration guidance where available
- Server-side hosting issues
Free support generally does not include:
- Website development
- Custom scripts
- Plugin errors
- Theme errors
- Application programming
- Third-party software bugs
- Advanced database repair
- Malware cleanup unless included or purchased
- Performance problems caused by customer software
8. VPS Hosting Support
VPS Hosting is unmanaged by default unless a managed service or paid support add-on is expressly purchased.
For unmanaged VPS services, LeapDigitals provides infrastructure-level support.
LeapDigitals is responsible for:
- Virtualization-node availability from our infrastructure side
- Network availability from our infrastructure side
- IP assignment
- Initial VPS provisioning
- Initial access details
- Infrastructure-side problems
- Physical virtualization-node hardware problems
- Virtualization platform availability
Customers are responsible for:
- Operating system configuration
- Software installation
- Control panel installation
- Firewall configuration
- Server security and hardening
- Website files
- Databases
- Email services
- Backups
- Updates
- Malware prevention and cleanup
- Application troubleshooting
- Monitoring inside the VPS
LeapDigitals is not responsible for customer-installed software, broken applications, malware infection, hacked VPS instances, customer-side data loss, insecure configurations, or software-level downtime on unmanaged VPS services.
Paid VPS support may be available for server management, operating system troubleshooting, control panel installation, hardening, migration, cleanup, and software configuration.
9. Dedicated Server Support
Dedicated Servers are unmanaged by default unless a managed service or paid support arrangement has been purchased.
For unmanaged Dedicated Servers, LeapDigitals provides hardware and infrastructure-level support.
LeapDigitals is responsible for:
- Physical hardware availability
- Power availability from our infrastructure side
- Network availability from our infrastructure side
- IP assignment
- Initial provisioning
- Hardware replacement where reasonably required
- Initial server access details
- Datacenter-side infrastructure issues
- Remote management access where available
Customers are responsible for:
- Operating system management
- Software configuration
- Control panel administration
- Security hardening
- Firewall configuration
- Website and application management
- Databases
- Email services
- Backups
- Patches and updates
- Malware prevention and cleanup
- Operating-system-level monitoring
- Customer data protection
LeapDigitals is not responsible for customer-installed software, broken websites, compromised operating systems, malware infection, failed software updates, licensing problems, misconfiguration, or third-party software problems on unmanaged Dedicated Servers.
Paid Dedicated Server support may be available for installation, hardening, operating system troubleshooting, migration, configuration, and malware cleanup.
10. Hardware Support vs Software Support
For VPS and Dedicated Server services, support is generally divided between infrastructure/hardware support and software support.
Infrastructure and Hardware Support
This may include:
- Physical hardware failure
- Virtualization-node failure
- Power issues attributable to LeapDigitals infrastructure
- Network issues attributable to LeapDigitals infrastructure
- IP assignment issues
- Provisioning issues
- Initial access-detail issues
- Datacenter-side infrastructure issues
Software Support
This may include:
- Operating system repair
- Control panel errors
- Website errors
- Database errors
- Email errors
- Firewall configuration
- Security hardening
- Malware cleanup
- Application troubleshooting
- Custom scripts
- Plugin or theme troubleshooting
- Backup restoration
- Migration
- Server optimization
Software support is not included by default with unmanaged VPS or Dedicated Server services and may be provided as a paid service.
11. Domain Support
LeapDigitals may provide support for domains registered, transferred, or managed through LeapDigitals.
Domain support may include:
- Domain registration guidance
- Domain renewal guidance
- Domain transfer guidance
- Nameserver guidance
- DNS-record guidance
- WHOIS or contact-update guidance
- Domain-lock or transfer-status guidance
LeapDigitals is not responsible for domain issues resulting from incorrect customer details, expired domains, failed verification, registry restrictions, registrar restrictions, customer inaction, third-party DNS services, or normal DNS propagation delays.
12. DNS Support
LeapDigitals may provide assistance with DNS records and nameserver configuration.
DNS support may include:
- Nameserver guidance
- A record guidance
- AAAA record guidance
- CNAME guidance
- MX record guidance
- TXT record guidance
- SPF guidance
- DKIM guidance
- DMARC guidance
- Basic DNS troubleshooting
- DNS propagation guidance
Customers remain responsible for providing and entering correct DNS values when using third-party services.
DNS propagation depends on external systems and is not completely within LeapDigitals' control.
13. SSL Support
LeapDigitals may provide SSL support where SSL is included or purchased.
SSL assistance may include:
- AutoSSL guidance
- SSL installation assistance
- SSL renewal troubleshooting
- Domain validation guidance
- HTTPS redirection guidance
- Basic mixed-content guidance
LeapDigitals is not responsible for SSL issues caused by incorrect DNS, expired domains, blocked validation, third-party DNS problems, customer-side configuration, unsupported software, or certificate-authority problems outside LeapDigitals' control.
14. Email Support
LeapDigitals may provide basic email support for hosting services where email functionality is included.
Email support may include:
- Email account creation guidance
- Webmail access guidance
- Email password reset guidance
- MX record guidance
- SPF, DKIM, and DMARC guidance
- Basic mail-delivery troubleshooting
- Mail-client setup guidance
Free support normally does not include advanced troubleshooting for:
- Third-party email applications
- Customer device problems
- Outlook or mobile application problems
- Customer-side mail-client configuration
- Blacklisting resulting from customer spam
- Compromised customer email accounts
- Bulk mailing systems
- Cold-email campaigns
- Newsletter platforms
LeapDigitals may restrict, rate-limit, suspend, or block email services where spam, phishing, malware, abuse, or reputation problems occur.
15. Backup Support
Some hosting plans may include backup systems such as JetBackup, depending on the applicable plan and server configuration.
Backup assistance may include:
- Checking available restore points
- Restore guidance
- File restoration assistance where available
- Database restoration assistance where available
- Email restoration guidance where available
Backups are provided as a convenience and recovery feature, not as a guaranteed archival service.
Customers are responsible for maintaining independent backups of important data.
VPS and Dedicated Server services do not include backups unless specifically purchased or expressly included in the selected plan.
16. Hosting Restoration After Cancellation
For WordPress Hosting and Malware-Free Hosting, cancelled account data may remain available for possible restoration for up to sixty (60) days after cancellation, subject to actual backup and data availability.
Restoration of a cancelled hosting account during this period requires an additional restoration fee and may also require payment of applicable outstanding service charges.
The 60-day period is not a guaranteed backup or data-retention service. Customers should maintain independent copies of their data.
After sixty (60) days, applicable hosting data may be permanently deleted and may no longer be recoverable.
17. Migration Support
Migration support may be free, included, or separately charged depending on the selected service, promotion, workload, source-server condition, account size, complexity, and required technical work.
Migration may include:
- Website file migration
- Database migration
- Email migration
- cPanel account transfer
- DNS guidance
- SSL reconfiguration
- Basic post-migration checks
Migration success may depend on:
- Source-server access
- Backup quality
- Website condition
- Software compatibility
- DNS settings
- Account size
- Email volume
- Customer cooperation
- Third-party restrictions
LeapDigitals is not responsible for missing data or migration failure caused by incomplete source backups, corrupted data, incompatible software, source-server restrictions, or other third-party limitations.
18. Paid Technical Support
LeapDigitals may provide paid technical support for work outside the standard included support scope.
Paid support may include:
- Server management
- Control panel installation
- Operating system troubleshooting
- Firewall configuration
- Security hardening
- Malware cleanup
- Website cleanup
- WordPress repair
- Website migration
- Email migration
- Database repair
- Performance optimization
- Software installation
- Custom troubleshooting
- Backup restoration
- DNS configuration
- SSL troubleshooting
Paid support pricing depends on the work required, urgency, complexity, service type, number of websites, server condition, infection level, and access required.
Paid technical support fees are generally non-refundable once work begins.
19. Support Response Times
LeapDigitals aims to respond to customer support requests as quickly as reasonably possible.
Response time may depend on:
- Issue priority
- Service type
- Support queue
- Time of request
- Complexity
- Required access
- Customer response time
- Security or abuse risk
- Datacenter or upstream-provider involvement
Emergency infrastructure incidents, network outages, hardware failures, security incidents, or service-wide issues may receive higher priority.
General questions, software problems, website-level problems, migrations, customization, and paid work may require additional time.
Unless a separate written agreement expressly states otherwise, support response times are targets and are not guaranteed resolution times.
20. Service Availability
LeapDigitals targets approximately 99% service availability for its infrastructure, subject to applicable maintenance, upstream-provider issues, customer-side issues, abuse mitigation, force majeure, and other exclusions under the applicable policies.
The 99% availability target does not itself create an automatic Service Level Agreement, refund entitlement, compensation right, or guaranteed service credit.
Formal SLA arrangements are available only for eligible Dedicated Server services upon approved client request and after the required official letterhead request with authorized signature and official stamp has been received and accepted by LeapDigitals.
21. Customer Cooperation
Customers must reasonably cooperate with LeapDigitals support when troubleshooting an issue.
Customers may be required to provide:
- Account verification
- Domain name
- Service name
- Server IP address
- Error messages
- Screenshots
- Login credentials where reasonably necessary
- Steps to reproduce an issue
- Details of recent changes
- Relevant logs
- Permission to access the affected service
- Backup confirmation
Incorrect information, missing access, delayed customer responses, or refusal to provide necessary information may delay or prevent resolution.
22. Access to Customer Services
LeapDigitals may need temporary access to hosting accounts, websites, files, databases, control panels, VPS systems, or Dedicated Servers to perform authorized support.
Access may be required for:
- Customer-requested support
- Migration
- Backup restoration
- Malware cleanup
- Security investigation
- Abuse investigation
- Legal compliance
- Infrastructure protection
- Service recovery
Customers should avoid sending unnecessary private keys, banking information, sensitive third-party data, or unrelated credentials.
23. Unsupported Requests
LeapDigitals may refuse support requests involving:
- Illegal activity
- Abuse
- Spam
- Phishing
- Malware distribution
- Unauthorized hacking activity
- Fraud
- Copyright abuse
- Pirated or malicious nulled software
- Threatening or abusive communication
- Unsupported third-party software
- High-risk custom scripts
- Requests outside the applicable service scope
- Requests requiring access that cannot be provided
- Requests that violate applicable law or LeapDigitals policies
LeapDigitals may restrict or suspend services if a support investigation reveals serious abuse, fraud, illegal activity, or policy violations.
24. Managed Services
Managed services may be available as paid add-ons, custom plans, or separate service agreements.
The scope of managed service depends on the purchased plan or written agreement.
Managed support may include:
- Server monitoring
- Control panel support
- Security hardening
- Patch assistance
- Backup monitoring
- Malware cleanup
- Migration assistance
- Software troubleshooting
- Performance tuning
- Technical administration
Managed-service coverage must be expressly included in the customer's plan, invoice, quotation, or written agreement.
Services not listed within the agreed managed-service scope are not included automatically.
25. Limitations of Support
LeapDigitals does not guarantee that every software, website, plugin, theme, malware, database, application, or third-party service problem can be resolved.
Some problems may require:
- Software vendor assistance
- Application developer assistance
- Plugin developer assistance
- Theme developer assistance
- Database specialist assistance
- Security specialist assistance
- Third-party provider assistance
- Customer-side changes
- Service upgrades
- Separately charged technical work
LeapDigitals may recommend external specialists, software vendors, upgrades, or paid support where appropriate.
26. Abuse and Security Cases
If a support request involves spam, phishing, malware, network attacks, compromised systems, illegal content, or other abuse, LeapDigitals may handle the issue under its Acceptable Use Policy & Abuse Policy.
LeapDigitals may restrict, isolate, block, suspend, or terminate services where reasonably necessary to protect customers, infrastructure, IP reputation, network providers, or the public.
Abuse-related matters should be reported to: abuse@leapdigitals.com
27. Legal Requests
Legal notices, court orders, regulatory requests, government requests, and law-enforcement communications should be sent to:
legal@leapdigitals.com
LeapDigitals may require appropriate lawful process before disclosing customer information unless disclosure is otherwise permitted or required under applicable law.
28. Relationship with Billing and Suspension Policies
Support communication does not alter applicable invoice due dates, suspension periods, termination periods, or data-deletion schedules.
Failure to receive a WhatsApp reminder does not delay or invalidate any billing or service deadline.
Applicable billing, late-fee, suspension, termination, cancellation, and data-retention rules are governed by the LeapDigitals Terms of Service and Refund & Cancellation Policy.
Customers remain responsible for monitoring their registered email address, Client Area, active invoices, and service status.
29. Security of WhatsApp Communication
Customers contacting LeapDigitals through WhatsApp should verify that they are communicating with the official LeapDigitals number:
+923344553859
LeapDigitals will never recognize another WhatsApp number as an official customer support number unless the change is officially published or communicated through verified LeapDigitals channels.
For security-sensitive requests, LeapDigitals may require additional identity or account verification and may redirect the customer to the official ticket system.
Customers should not send passwords, private keys, card details, banking credentials, or unnecessary sensitive information through WhatsApp.
30. Changes to This Support Policy
LeapDigitals may update this Support Policy from time to time to reflect changes in services, communication channels, security requirements, support procedures, infrastructure, or applicable business or legal requirements.
Updated versions will be published on the LeapDigitals website with a revised "Last Updated" date.
Continued use of LeapDigitals services after an updated version becomes effective constitutes acceptance of the revised Policy, subject to applicable law.
31. Contact
Support Tickets:
Available through the LeapDigitals Client Area
Live Chat:
Available through official LeapDigitals website and client-area channels
Official WhatsApp:
+923344553859
General Support / Billing / Sales:
admin@leapdigitals.com
Abuse Reports:
abuse@leapdigitals.com
Legal Notices:
legal@leapdigitals.com
