PanelDOCSv1.0.0

Partner support

Who supports whom in the partner programme, the support levels and response times, and how to report and escalate a problem.

In the partner programme, support has two lines. You support your customers; HostFog Ltd supports you.

Who asks Who answers
your customers (website owners, resellers on your servers) you: your support desk, your help site, your tickets
your support and operations staff HostFog Ltd, through the partner support channel

Your customers never need to contact HostFog Ltd: their servers show your support email and address (see Brand the panel). Each server also has its own ticket desk for its customers: Server Admin › Support › Support tickets.

Support levels

The times below are the usual targets. The exact terms for your account are in your partner agreement, which takes precedence over this page.

Severity Examples First answer
1 — Critical the licence server or updates are down for all your servers; panels on many servers locked; a security problem being exploited within 4 hours, every day
2 — High a feature broken on many servers; an update fails across the fleet within 1 working day
3 — Normal a problem on one server; a question about the API within 2 working days
4 — Low how-to questions, feature ideas within 5 working days

Working days are Monday to Friday, UK time, except UK public holidays.

Before you report

  1. Check the status page at https://hostfog.com/status: it shows the licence server, downloads and HF Tunnel.
  2. On the server, run hf-agent health or open Server Admin › Server › Server health. Many problems have a one-click fix there.
  3. Search this documentation and Troubleshooting.

What to put in a report

  • your partner company name and the severity;
  • the licence key or the server's IP address, and its HF Panel version;
  • what happened, what you expected, and the steps to reproduce it;
  • for API problems: the call, the time (UTC), the status and the error text. Never send your API key.

Report through https://hostfog.com/contact/, from your partner account's email, or through the support channel agreed with you. For severity 1, say so in the first line.

Warning: report a security vulnerability privately, as described in Vulnerability disclosure, never in a ticket other people can read.