At 1-grid, we want you to always know what type of support you can expect from us. To keep things clear, simple, and empowering, we’ve grouped our support offerings into three categories:
- Standard Support (Included) – Free, available to every 1-grid customer.
- Advanced Support (Paid Services) – Optional, quoted and billed separately.
- Not Supported – Areas outside our responsibility or expertise.
This guide explains each category in easy-to-understand terms, so you always know where we can help and when a paid service may be required.
Standard Support (Included)
These services are part of your 1-grid subscription at no additional cost. They focus on ensuring your products work as expected, empowering you with guidance, and helping you manage your account confidently.
Accounts & Billing
We assist with:
- Explaining invoices, payment methods, renewal dates, and billing cycles.
- Payment issues (failed payments, proof of payment, retry instructions).
- Guidance on updating billing details.
- Renewals, cancellations, upgrades, and downgrades guidance.
- Explaining charges, credits, and refunds based on policy.
- Account access issues: password resets, MFA, Customer Zone login.
- Facilitating Company Registration applications.
Hosting & Control Panels
We provide:
- Guidance when purchasing or renewing 1-grid services.
- Assistance using Customer Zone, cPanel, Plesk, and WSP.
- Guidance on creating, managing, and deleting databases.
- Support with linking databases and advising on connection strings.
- FTP client setup guidance.
- Uptime checks to ensure services are running properly.
- Resource usage checks (disk, bandwidth, memory, CPU, where available).
We offer:
- Guidance on setup for known desktop and browser-based email clients (not mobile). Please note that, as part of our Standard Support Scope, we do not configure email clients on behalf of our customers.
- Guidance on forwarders, autoresponders, and catch-all accounts (we don’t set these up on behalf of customers).
- Guidance with creating/deleting accounts via your control panel.
- Password reset instructions (customer-managed).
- Troubleshooting send/receive issues after the customer has followed our guides and steps, and provided screenshots.
- SpamFirewall assistance: whitelisting/blacklisting, routing IP adjustments.
- MailChannels assistance: false positives, bounce-backs.
IMPORTANT: We do not remotely access or log into customer devices or configure email software on their behalf.
DNS & Domains
We help with:
- Guidance on Registering and renewing domains.
- Guidance on updating domain contact details.
- Facilitating domain ownership changes.
- Guiding you to update DNS records (A, MX, CNAME, SPF, TXT).
We only make DNS changes on your behalf if you have attempted and failed, unless it’s a Domain Parking package, which doesn’t allow for DNS changes on the customer’s side. Domain Essentials packages allow for customer-end DNS updates. - Nameserver updates where a customer has tried and failed due to a system error.
- Unlocking domains and providing EPP codes.
- Incoming and outgoing domain transfers.
SSL Certificates
We support:
- Issuing and installing SSL Certificates purchased from 1-grid.
- Guidance on renewal.
Websites
We provide:
- First-line Website Builder support.
- Assistance with Website Builder domain mapping and publishing.
- Website load/response time investigations (server-side only).
- Investigating 503 and 404 errors.
- Website restores from Acronis.
- Assistance with suspensions caused by malicious content (including Google blacklist reviews).
Advanced Support (Paid Services)
Some tasks fall outside Standard Support, but we can still help through our Paid Services offering. These tasks require specialised work and are quoted before we begin.
Important Notes
- A quote is always provided first.
- Work starts only after the customer approves the quote.
- Final cost may change if the scope changes, and the customer is notified before any additional fees are charged.
Examples of Paid Services
- Manual website content migrations (file/database transfers).
- Third-party, wildcard, or multi-domain SSL installations.
- Advanced DNS work (complex SPF, DKIM, DMARC) or updating DNS on behalf of a customer.
- Advanced email client troubleshooting for device-specific issues.
- Malware removal and security clean-ups.
- Server customisations (firewall rules, cron jobs, PHP configuration changes).
- Deep investigation of website issues caused by plugins, themes, or custom code.
Not Supported
Some requests fall outside our scope of support entirely and will not be provided under any circumstances.
These include:
- Website development, coding, or plugin/theme fixes if the website was not built through us directly
- Third-party application troubleshooting, guidance or installation. We may be able to offer basic guidance.
- Running or maintaining customer websites.
- Fixing customer device/software issues (FTP/email software faults).
- Transferring files via FTP for customers.
- Legal or ownership disputes (must follow registry/legal processes).
- Contacting reseller end-customers on behalf of a reseller.
Quoting Process for Out-of-Scope (Paid) Services
We follow a clear and transparent quoting process.
1. Identify
We will always communicate when your request is outside of our Standard Support but qualifies as a Paid Service. Should this apply in your case, keep an eye out for messaging from our Support Team as follows:
“This request is outside of standard support, but we can assist as a paid service. I’ll provide you with a quote before any work is started.”
2. Categorise (Flat Rate vs. Custom)
Standardised Paid Tasks (Flat Rates)
If the task matches a predefined rate, our Support Team will immediately supply a quote for this.
Custom Work (Time-Based)
If not on the price list, our Support Team will prepare a time-based estimate.
Here’s our process for this:
- The agent prepares estimates
- This then gets signed off by our Customer Service Manager
- Then, this is sent, and if accepted, the customer approves
- Time is then tracked during delivery
3. Draft Quote
Our Support Team submits a Service Quote including:
- The customer’s Request Summary
- A clear Scope of Work
- An Estimated Cost (flat rate or time-based)
- A Disclaimer: “Final cost may change if the actual work differs from the initial estimate. You will be notified and asked to approve before any additional charges are incurred.”
4. Approval & Payment
- The quote is approved by Management
- This is then sent to the customer for written confirmation
- The fee is then added to the customer’s account
5. Delivery & Tracking
- The work task is assigned to the correct Technical Team
- The time and tasks are then logged against the customer’s ticket
- Then, the customer receives a completion summary and a final invoice (if adjustments were needed).
FAQs
Why do you have a Scope of Support?
To ensure clear expectations and provide consistent service to every customer.
Can Standard Support be upgraded to Advanced Support automatically?
No, we always quote first. You choose whether to proceed.
Why are some tasks considered paid services?
Because they require specialised work, extended time, or direct maintenance on your behalf.
Can 1-grid fix issues with my personal device, email app, or code?
No, device-level or code-level issues fall outside our scope.
What happens if the work takes longer than expected?
We notify you and ask for approval before continuing.
Do you assist with website development?
No, development and coding support are not provided.
Can you update my DNS and/or Nameservers for me?
We guide you first. If you have attempted and still need help, updating DNS and Nameservers becomes a paid service under Advanced Support.
Additional Resources
How to Keep Your 1-grid Account Details Up to Date
How to Verify Your 1-grid Account for Support
Preventing Unauthorised Customers from Accessing 1-grid Support
Adding a Sub-Account or Technical Contact
Deleting a Sub-Account or Technical Contact
Viewing Logged Support Tickets in Customer Zone
Understanding Your Invoice
How to Update Billing Details in Customer Zone
Need Additional Support?
We’re Here to Help:
Understanding our Scope of Support doesn’t have to cause confusion with this easy-to-reference guide. Stuck? Contact our Support Team for clarity and guidance (https://1grid.co.za/contact-us/). We’re ready to see how we can help!