Last Updated: May 21, 2026

This Support Policy is incorporated into and governed by the Buzix, Inc. Agreement and Terms of Service. By using Buzix, Inc. services, maintaining an active account, submitting a support request, renewing service, making payment, or accessing the Buzix customer portal, you agree to this Support Policy, the Agreement and Terms of Service, and all other incorporated Buzix policies.

This Support Policy explains what Buzix, Inc. support does and does not include. Buzix provides hosting-related support for services directly provided and controlled by Buzix, Inc. Buzix does not provide general computer repair, local device support, business consulting, webmaster services, programming services, third-party software support, or customer-side IT services unless Buzix agrees otherwise in writing.

Purpose of Support

Buzix support is intended to help customers use the hosting services provided by Buzix, Inc. Support is focused on server-side hosting issues, account access, billing questions, mail service availability, DNS records hosted by Buzix, control panel access, and other services that are directly provided by Buzix, Inc.

Support is not intended to replace the customer's own technical staff, webmaster, email technician, software developer, local computer technician, marketing provider, DNS consultant, or business operations support.

Support Channels

Support requests should be submitted through the Buzix customer portal or by opening a support ticket from an authorized account contact. Support requests submitted outside the normal ticket system may not be accepted, tracked, prioritized, or treated as official requests.

Buzix, Inc. may require support requests to be submitted in writing so there is a clear record of the issue, account authorization, instructions given, troubleshooting performed, and any changes made.

Authorized Contacts

Buzix, Inc. may discuss account details, billing information, passwords, service changes, DNS changes, cancellation requests, and technical issues only with the account owner or authorized contacts listed in the Buzix customer portal.

Webmasters, designers, employees, contractors, consultants, family members, IT providers, or other third parties may receive support only if they are authorized on the account or if Buzix, Inc. receives acceptable written authorization from the registered account owner or authorized contact.

Buzix, Inc. may refuse to provide information, make changes, reset passwords, discuss billing, or provide technical access to unauthorized persons.

Included Hosting Support

Buzix, Inc. support generally includes reasonable assistance with issues directly related to Buzix hosting services, including:

• Basic hosting account access issues.
• cPanel or control panel login issues.
• Server-side mail service availability.
• Basic mailbox creation, password reset, and server-side email settings.
• DNS records hosted directly by Buzix, Inc.
• Basic FTP account access issues.
• Server-side web service availability.
• SSL certificate issues for services managed by Buzix, Inc.
• Billing questions, invoice questions, and account status questions.
• Basic investigation of suspected server-side outages or service failures.
• Basic review of server logs where needed to determine whether an issue appears server-side or customer-side.

Support Not Included

Unless Buzix, Inc. agrees otherwise in writing, support does not include:

• Repairing, configuring, or troubleshooting customer computers, phones, tablets, routers, printers, scanners, or local networks.
• Configuring or troubleshooting Outlook, Apple Mail, Thunderbird, mobile mail apps, CRM software, or other third-party mail clients beyond providing basic server settings.
• Training customers or staff on how to use third-party software, website software, email clients, DNS providers, registrars, or online services.
• Website design, website development, coding, debugging, programming, script repair, or database programming.
• WordPress, Joomla, Drupal, shopping cart, plugin, theme, CMS, or third-party application support.
• Malware cleanup, blacklist removal, SEO repair, reputation repair, or restoration of compromised websites unless separately agreed in writing.
• Fixing problems caused by customer changes, third-party vendors, web designers, developers, plugins, themes, scripts, DNS providers, registrars, or outside services.
• Business consulting, marketing advice, lost-sales analysis, lost-bid investigation, or business interruption analysis.
• Support for services hosted, controlled, or managed by third parties.
• Extended troubleshooting of repeated customer-side configuration problems.

Requests outside standard hosting support may be treated as paid support, administrative work, consulting, webmaster work, programming work, migration work, malware cleanup, extended troubleshooting, customer-side troubleshooting, or special support.

Email Support Boundaries

Buzix, Inc. may provide server names, port numbers, encryption settings, username format, and other basic information needed to configure mail clients. Buzix may also review server logs when reasonable to determine whether mail service appears to be functioning on the server.

Customers are responsible for correctly configuring their own mail clients and devices, including but not limited to Outlook, Apple Mail, iPhone Mail, Android Mail, tablets, scanners, printers, website scripts, CRM software, and any other system that connects to Buzix mail services.

Buzix, Inc. is not responsible for customer-side email problems caused by outdated passwords, saved passwords, incorrect ports, incorrect encryption settings, local antivirus software, local firewalls, routers, Internet providers, device synchronization, corrupted mail profiles, operating system issues, third-party applications, or user error.

Email Client Support

Buzix, Inc. does not provide support for configuring, repairing, troubleshooting, or maintaining customer email client software or customer devices. This includes, but is not limited to, Microsoft Outlook, Apple Mail, iPhone Mail, Android Mail, Thunderbird, tablets, phones, computers, printers, scanners, CRM systems, website scripts, or any other third-party software or device used to access Buzix email services.

Buzix, Inc. may provide basic server settings as a courtesy, including server names, usernames, ports, and encryption settings. Providing those settings does not mean Buzix, Inc. is responsible for configuring the customer's software, diagnosing local device problems, repairing corrupted mail profiles, removing outdated saved passwords, resolving synchronization problems, or troubleshooting third-party software.

If a customer's email client repeatedly fails authentication, uses an outdated password, causes firewall blocks, fails to connect, downloads mail incorrectly, stores messages incorrectly, displays errors, or otherwise does not function properly, the customer is responsible for correcting the problem or obtaining qualified local IT support.

Repeated Authentication Failures and Firewall Blocks

Repeated failed POP3, IMAP, SMTP, webmail, cPanel, FTP, or other login attempts may trigger automatic security blocks, firewall restrictions, mail restrictions, or other protective actions. These systems are designed to protect Buzix servers, customers, IP reputation, mail systems, and networks.

A firewall block or access restriction caused by repeated failed login attempts from a customer's own device, mail client, script, network, or third-party application is not considered a server outage. Such blocks usually indicate that the customer must correct an outdated password, misconfigured device, saved credential, compromised system, or third-party software problem.

Buzix, Inc. may remove a firewall block as a courtesy when appropriate. However, repeated unblock requests caused by the same unresolved customer-side condition may be refused until the customer corrects the underlying problem, changes passwords, removes old saved credentials, disables misconfigured devices, repairs local systems, or hires qualified local IT assistance.

Repeated Authentication Failures and Firewall Blocks

Repeated failed POP3, IMAP, SMTP, webmail, cPanel, FTP, or other login attempts may trigger automatic security blocks, firewall restrictions, mail restrictions, or other protective actions. These systems are designed to protect Buzix servers, customers, IP reputation, mail systems, and networks.

A firewall block or access restriction caused by repeated failed login attempts from a customer's own device, mail client, script, network, or third-party application is not considered a server outage. Such blocks usually indicate that the customer must correct an outdated password, misconfigured device, saved credential, compromised system, or third-party software problem.

Buzix, Inc. may remove a firewall block as a courtesy when appropriate. However, repeated unblock requests caused by the same unresolved customer-side condition may be refused until the customer corrects the underlying problem, changes passwords, removes old saved credentials, disables misconfigured devices, repairs local systems, or hires qualified local IT assistance.

Repeated Firewall Blocks and Unblock Requests

Buzix, Inc. may remove a firewall block or access restriction as a courtesy when appropriate. However, Buzix, Inc. is not required to provide repeated manual unblocks for the same unresolved customer-side problem.

For recurring blocks caused by repeated failed authentication, misconfigured mail clients, outdated saved passwords, customer devices, scripts, applications, local networks, or other conditions outside Buzix, Inc.'s direct control, Buzix, Inc. may limit courtesy unblocks to two occurrences.

After repeated blocks, Buzix, Inc. may decline further manual unblocks until the customer corrects the underlying cause. Corrective action may include changing passwords, updating all mail clients and devices, removing outdated saved passwords, disabling misconfigured devices, repairing infected systems, correcting scripts or applications, or obtaining qualified local IT support.

Repeated firewall blocks caused by unresolved customer-side conditions are not considered server outages and do not create any right to service credit, refund, damages, or continued manual intervention.

Repeated Unblock Requests

Buzix, Inc. may unblock an IP address or remove an access restriction as a courtesy when appropriate. However, repeated firewall blocks, login restrictions, or mail access restrictions caused by the same unresolved customer-side condition are not treated as a server outage.

After repeated blocks or failed authentication events, Buzix, Inc. may decline further manual unblocks until the customer corrects the underlying cause. This may require the customer to change passwords, update all mail clients, remove outdated saved passwords, disable misconfigured devices, repair infected systems, correct scripts or applications, or obtain qualified local IT support.

Buzix, Inc. is not responsible for repeated access restrictions caused by customer-side devices, mail clients, saved passwords, local networks, third-party software, scripts, or applications that continue attempting to authenticate with invalid credentials.

Courtesy Support

Buzix, Inc. may sometimes provide guidance outside the normal scope of hosting support as a courtesy. Courtesy support may include pointing customers toward likely causes, offering general mail-client settings, reviewing logs, suggesting password resets, or giving basic direction regarding customer software.

Courtesy support does not create an obligation for Buzix, Inc. to provide ongoing support for the same issue, to repair customer-side devices, to troubleshoot third-party software, to train users, to perform webmaster work, to diagnose business losses, or to continue repeated assistance where the underlying issue is outside Buzix's control.

Customer Responsibilities

Customers are responsible for:

• Keeping account contact information current.
• Maintaining secure passwords and changing passwords when compromise is suspected.
• Keeping website software, plugins, themes, scripts, and applications updated.
• Maintaining their own independent backups of websites, email, databases, and other data.
• Correctly configuring mail clients, devices, applications, and scripts.
• Monitoring invoices, renewal dates, service notices, abuse notices, and support responses.
• Responding promptly to support requests for information or corrective action.
• Hiring qualified local IT, webmaster, programming, or third-party software help when the issue is outside Buzix support scope.
• Ensuring that authorized contacts are current and removing contacts who should no longer have access.
• Complying with the Agreement and Terms of Service, Billing Policy, Abuse Policy, Privacy Policy, Limitation of Liability Policy, and all other incorporated policies.

Information Needed for Support

Customers must provide enough information for Buzix, Inc. to understand and investigate a support request. Depending on the issue, this may include the domain name, email address, username, error message, IP address, approximate time of the problem, device or software involved, steps already taken, and whether the issue affects one user, multiple users, one location, or all users.

Buzix, Inc. may be unable to investigate vague reports such as "email is broken," "my site is down," or "nothing works" unless the customer provides specific details. Buzix may request additional information before continuing troubleshooting.

Support Access Requirements

Buzix, Inc. may require secure and reasonable access methods before troubleshooting an issue. Buzix is not required to use unsafe, unsupported, unreliable, invasive, or unreasonable access methods.

Buzix, Inc. may refuse support or limit support if access cannot be verified, if the request is from an unauthorized person, if account ownership is disputed, if payment is overdue, if policy acceptance is required, if the request creates security risk, or if the customer refuses reasonable troubleshooting steps.

Support Response Times

Buzix, Inc. makes reasonable efforts to respond to support requests in a timely manner. Response times may vary depending on issue severity, workload, account status, complexity, information provided, availability of third parties, and whether the issue is within Buzix's support scope.

Buzix, Inc. does not guarantee a specific response time, resolution time, or outcome unless a separate written service level agreement signed by Buzix, Inc. specifically provides one.

Emergency and Security Issues

Buzix, Inc. may prioritize issues that affect server stability, security, abuse, mail reputation, network integrity, multiple customers, or active threats. Buzix may also take emergency protective action with or without notice to protect servers, customers, networks, upstream providers, or third parties.

Emergency action may include blocking IP addresses, disabling scripts, suspending mail activity, restricting accounts, changing configurations, disabling compromised services, or suspending part or all of an account.

Maintenance and Third-Party Events

Some support issues may be caused by scheduled maintenance, emergency maintenance, upstream provider events, domain registrar issues, DNS propagation, payment processor problems, software vendor issues, control panel updates, security patches, or other third-party events.

Buzix, Inc. will make reasonable efforts to identify and address issues within its control. Buzix is not responsible for failures, delays, policies, outages, or restrictions caused by third parties outside its direct control.

Abuse of Support Channels

Customers and authorized contacts must communicate with Buzix, Inc. in a reasonable and professional manner. Harassment, threats, abusive language, repeated demands, excessive ticket activity, misrepresentation of facts, refusal to follow reasonable instructions, or use of support channels to threaten improper claims may result in support restrictions, account review, suspension, or termination.

Buzix, Inc. may consolidate duplicate tickets, close repetitive tickets, require written communication, limit support to the account owner, or restrict support access when necessary to prevent abuse of support channels.

Business Damages and Customer Operations

Buzix, Inc. is a hosting provider and is not responsible for the customer's business operations, proposals, bids, sales, customer relationships, deadlines, staffing, local systems, third-party vendors, or internal procedures.

Buzix, Inc. is not liable for lost profits, lost revenue, lost bids, lost business opportunities, business interruption, loss of goodwill, missed email, delayed email, website downtime, customer complaints, third-party claims, or other damages arising from support issues, customer-side problems, security restrictions, firewall blocks, account suspension, termination, maintenance, third-party outages, or service interruptions.

Backups and Data Responsibility

Customers are responsible for maintaining their own independent backups of websites, email, databases, files, scripts, configurations, and other account data. Any backup system or backup assistance provided by Buzix, Inc. is not a substitute for customer-maintained backups unless a separate written agreement specifically states otherwise.

Buzix, Inc. is not responsible for lost, corrupted, incomplete, unavailable, or outdated customer data caused by customer error, software failure, compromise, suspension, termination, backup failure, or lack of independent customer backups.

Paid Support and Administrative Fees

Standard hosting support is limited to issues within the normal support scope described in this Support Policy. Requests outside standard hosting support may be treated as paid support, administrative work, consulting, webmaster work, programming work, migration work, malware cleanup, extended troubleshooting, customer-side troubleshooting, or special support.

Buzix, Inc. may charge additional fees for work outside standard hosting support, including but not limited to repeated troubleshooting of customer-side problems, email client issues, local device issues, DNS work outside Buzix-controlled DNS, website repair, script repair, malware cleanup, account recovery, data restoration, migration assistance, emergency work, excessive support requests, or repeated issues caused by the same unresolved customer-side condition.

Buzix, Inc. is not required to perform paid support or special support unless Buzix, Inc. agrees to do so. Paid support may require advance approval, prepayment, written authorization, or acceptance of a quoted fee before work begins.

If Buzix, Inc. performs work outside standard hosting support as a courtesy in one instance, that does not create an obligation to provide the same work without charge in the future.

Paid or Special Support

Some requests may fall outside standard hosting support but may be available as paid work or special support if Buzix, Inc. agrees in writing. Examples may include account migrations, website repair, custom DNS work, malware cleanup, scripting, database work, webmaster services, consulting, or extended troubleshooting.

Buzix, Inc. is not obligated to accept paid or special support work. Any such work must be approved by Buzix, Inc. and may be subject to separate pricing, terms, scope limits, and scheduling.

Account Status and Support Eligibility

Buzix, Inc. may limit or refuse support for accounts that are overdue, suspended, terminated, involved in a chargeback, subject to a billing dispute, missing accurate contact information, involved in abuse, subject to account ownership concerns, or otherwise not in good standing.

Buzix, Inc. may require payment, updated account information, identity verification, removal of abuse, policy acceptance, or other corrective action before providing continued support.

Paid support and special support are normally billed at $150.00 per hour with a one-hour minimum, unless Buzix, Inc. agrees otherwise in writing. Emergency, after-hours, weekend, or expedited work may be billed at $225.00 per hour with a one-hour minimum. Administrative research or account review outside normal support may be subject to a $75.00 minimum fee.

No Guarantee of Resolution

Buzix, Inc. will make reasonable efforts to investigate issues within its support scope, but does not guarantee that every issue can be resolved, that every customer-side problem can be identified, that every third-party problem can be corrected, or that every desired configuration is possible.

Some issues may require the customer to contact a third-party provider, registrar, software vendor, local technician, mail-client vendor, web developer, or other outside professional.

Limitation of Liability

Support provided by Buzix, Inc. is subject to the Limitation of Liability Policy and the Agreement and Terms of Service. Buzix, Inc. shall not be liable for indirect, incidental, special, consequential, punitive, exemplary, or commercial damages arising from support services, lack of support, delayed support, inability to resolve an issue, customer-side configuration problems, third-party failures, security restrictions, firewall blocks, suspensions, terminations, or service interruptions.

Policy Acceptance and Revisions

Buzix, Inc. may require customers to accept the current Agreement and Terms of Service, Support Policy, Billing Policy, Abuse Policy, Privacy Policy, Limitation of Liability Policy, or other incorporated policies before submitting support tickets, making payments, renewing services, accessing the customer portal, or continuing service.

Buzix, Inc. may track policy acceptance by customer ID, user ID, timestamp, IP address, policy version, browser information, or other reasonable records. Continued use of Buzix services after a policy update constitutes acceptance of the updated policy.

Governing Law and Venue

Disputes relating to this policy are governed by the Governing Law and Venue provisions of the Buzix, Inc. Agreement and Terms of Service.