{"id":34092,"date":"2025-12-04T10:43:20","date_gmt":"2025-12-04T10:43:20","guid":{"rendered":"https:\/\/1grid.co.za\/knowledge\/?post_type=ht_kb&#038;p=34092"},"modified":"2025-12-04T10:43:22","modified_gmt":"2025-12-04T10:43:22","slug":"1grid-scope-of-support","status":"publish","type":"ht_kb","link":"https:\/\/1grid.co.za\/knowledge\/1-grid-scope-of-support\/","title":{"rendered":"1-grid Scope of Support"},"content":{"rendered":"\n<p>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\u2019ve grouped our support offerings into three categories:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-standard-support-included-free-available-to-every-1-grid-customer\"><strong>Standard Support (Included)<\/strong> \u2013 Free, available to every 1-grid customer.\u00a0<\/li>\n\n\n\n<li id=\"htoc-advanced-support-paid-services-optional-quoted-and-billed-separately\"><strong>Advanced Support (Paid Services)<\/strong> \u2013 Optional, quoted and billed separately.\u00a0<\/li>\n\n\n\n<li id=\"htoc-not-supported-areas-outside-our-responsibility-or-expertise\"><strong>Not Supported<\/strong> \u2013 Areas outside our responsibility or expertise.\u00a0<\/li>\n<\/ul>\n\n\n\n<p>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.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"600\" src=\"https:\/\/1grid.co.za\/knowledge\/wp-content\/uploads\/2025\/12\/1-grid-Images-for-KB-Articles-1000-x-600-px-93.png\" alt=\"1-grid Scope of Support\" class=\"wp-image-34093\"\/><\/figure>\n<\/div>\n\n\n<div class=\"wp-block-ht-block-toc is-style-rounded htoc htoc--position-wide toc-list-style-plain\" data-htoc-state=\"expanded\"><span class=\"htoc__title\"><span class=\"ht_toc_title\">Table of Contents<\/span><span class=\"htoc__toggle\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"16\" height=\"16\"><g fill=\"#444\"><path d=\"M15 7H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><path d=\"M15 1H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1zM15 13H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><\/g><\/svg><\/span><\/span><div class=\"htoc__itemswrap\"><ul class=\"ht_toc_list\"><li class=\"\"><a href=\"#htoc-standard-support-included\">Standard Support (Included)<\/a><ul class=\"ht_toc_child_list\"><li class=\"\"><a href=\"#htoc-\">Accounts &amp; Billing<\/a><\/li><li class=\"\"><a href=\"#htoc-1\">Hosting &amp; Control Panels<\/a><\/li><li class=\"\"><a href=\"#htoc-11\">Email\u00a0<\/a><\/li><li class=\"\"><a href=\"#htoc-111\">DNS &amp; Domains\u00a0<\/a><\/li><li class=\"\"><a href=\"#htoc-1111\">SSL Certificates\u00a0<\/a><\/li><li class=\"\"><a href=\"#htoc-websites\">Websites\u00a0<\/a><\/li><\/ul><\/li><li class=\"\"><a href=\"#htoc-11111\">Advanced Support (Paid Services)\u00a0<\/a><ul class=\"ht_toc_child_list\"><li class=\"\"><a href=\"#htoc-111111\">Important Notes<\/a><\/li><li class=\"\"><a href=\"#htoc-1111111\">Examples of Paid Services<\/a><\/li><\/ul><\/li><li class=\"\"><a href=\"#htoc-11111111\">Not Supported<\/a><\/li><li class=\"\"><a href=\"#htoc-111111111\">Quoting Process for Out-of-Scope (Paid) Services<\/a><ul class=\"ht_toc_child_list\"><li class=\"\"><a href=\"#htoc-1111111111\">1. Identify\u00a0<\/a><\/li><li class=\"\"><a href=\"#htoc-11111111111\">2. Categorise (Flat Rate vs. Custom)<\/a><ul class=\"ht_toc_child_list\"><li class=\"\"><a href=\"#htoc-111111111111\">Standardised Paid Tasks (Flat Rates)\u00a0<\/a><\/li><li class=\"\"><a href=\"#htoc-1111111111111\">Custom Work (Time-Based)\u00a0<\/a><\/li><\/ul><\/li><li class=\"\"><a href=\"#htoc-11111111111111\">3. Draft Quote\u00a0<\/a><\/li><li class=\"\"><a href=\"#htoc-111111111111111\">4. Approval &amp; Payment\u00a0<\/a><\/li><li class=\"\"><a href=\"#htoc-1111111111111111\">5. Delivery &amp; Tracking\u00a0<\/a><\/li><\/ul><\/li><li class=\"\"><a href=\"#htoc-11111111111111111\">FAQs\u00a0\u00a0<\/a><\/li><li class=\"\"><a href=\"#htoc-1111111111111111111111111\">Additional Resources\u00a0<\/a><\/li><\/ul><\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-standard-support-included\"><strong>Standard Support (Included)<\/strong><\/h2>\n\n\n\n<p>These services are part of your 1-grid subscription at <strong>no additional cost<\/strong>. They focus on ensuring your products work as expected, empowering you with<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>guidance<\/strong><\/a>, and helping you manage your account confidently.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-\"><strong>Accounts &amp; Billing<\/strong><\/h3>\n\n\n\n<p>We assist with:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-explaining-invoices-payment-methods-renewal-dates-and-billing-cycles\">Explaining<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/why-does-1-grid-send-invoices-at-different-times-of-the-month\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>invoices<\/strong><\/a>,<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/easy-to-use-payment-methods\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>payment methods<\/strong><\/a>,<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/domains-why-are-my-invoices-sent-60-days-in-advance\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>renewal dates<\/strong><\/a>, and<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/customer-zone-how-to-check-your-billing-cycle\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>billing cycles<\/strong><\/a>.\u00a0<\/li>\n\n\n\n<li id=\"htoc-payment-issues-failed-payments-proof-of-payment-retry-instructions\"><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=pay&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Payment<\/strong><\/a> issues (<a href=\"https:\/\/1grid.co.za\/knowledge\/suspensions\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>failed payments<\/strong><\/a>,<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/paying-invoices-via-direct-eft\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>proof of payment<\/strong><\/a>,<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=pay&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>retry<\/strong><\/a> instructions).\u00a0<\/li>\n\n\n\n<li id=\"htoc-guidance-on-updating-billing-details\"><strong>Guidance on updating <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/how-do-i-update-my-payment-method\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>billing details<\/strong><\/a>.\u00a0<\/li>\n\n\n\n<li id=\"htoc-renewals-cancellations-upgrades-and-downgrades-guidance\"><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=renewal&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Renewals<\/strong><\/a>, cancellations, upgrades, and downgrades guidance.\u00a0<\/li>\n\n\n\n<li id=\"htoc-explaining-charges-credits-and-refunds-based-on-policy\">Explaining<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=fee&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>charges<\/strong><\/a>,<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/customer-zone-how-to-check-credit-balance\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>credits<\/strong><\/a>, and refunds based on policy.\u00a0<\/li>\n\n\n\n<li id=\"htoc-account-access-issues-password-resets-mfa-customer-zone-login\">Account access issues:<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/customer-zone-how-to-recover-a-lost-1-grid-password\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>password resets<\/strong><\/a>, <a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-generate-a-security-pin-via-customer-zone\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>MFA<\/strong><\/a>, <a href=\"https:\/\/1grid.co.za\/knowledge\/customer-zone-how-do-i-log-in\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Customer Zone login<\/strong><\/a>.\u00a0<\/li>\n\n\n\n<li id=\"htoc-facilitating-company-registration-applications\">Facilitating<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/company-registration\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Company Registration<\/strong><\/a> applications.\u00a0<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-1\"><strong>Hosting &amp; Control Panels<\/strong><\/h3>\n\n\n\n<p>We provide:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-guidance-when-purchasing-or-renewing-1-grid-services\">Guidance when<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/placing-a-new-order-on-1-grid-website\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>purchasing<\/strong><\/a><strong> <\/strong>or <a href=\"https:\/\/1grid.co.za\/knowledge\/domains-how-to-view-domain-renewal-status\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>renewing<\/strong><\/a><strong> <\/strong><a href=\"https:\/\/1grid.co.za\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>1-grid services<\/strong><\/a>.\u00a0<\/li>\n\n\n\n<li id=\"htoc-assistance-using-customer-zone-cpanel-plesk-and-wsp\">Assistance using<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=customer+zone&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Customer Zone<\/strong><\/a>, <a href=\"https:\/\/1grid.co.za\/knowledge\/?s=cpanel&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>cPanel<\/strong><\/a>,<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=Plesk&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Plesk<\/strong><\/a>, and<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=WSP&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>WSP<\/strong><\/a>.\u00a0<\/li>\n\n\n\n<li id=\"htoc-guidance-on-creating-managing-and-deleting-databases\">Guidance on <a href=\"https:\/\/1grid.co.za\/knowledge\/?s=create+database&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>creating<\/strong><\/a>,<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=manage+database&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>managing<\/strong><\/a>, and<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=delete+database&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>deleting<\/strong><\/a><strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=database&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>databases<\/strong><\/a>.\u00a0<\/li>\n\n\n\n<li id=\"htoc-support-with-linking-databases-and-advising-on-connection-strings\">Support with<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=connect+database&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>linking<\/strong><\/a> <a href=\"https:\/\/1grid.co.za\/knowledge\/?s=database&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>databases<\/strong><\/a> and advising on <a href=\"https:\/\/1grid.co.za\/knowledge\/?s=connect+database&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>connection<\/strong><\/a> strings.\u00a0<\/li>\n\n\n\n<li id=\"htoc-ftp-client-setup-guidance\"><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=FTP&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>FTP<\/strong><\/a> client setup guidance.\u00a0<\/li>\n\n\n\n<li id=\"htoc-uptime-checks-to-ensure-services-are-running-properly\"><a href=\"https:\/\/uptimerobot.com\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Uptime checks<\/strong><\/a> to ensure services are running properly.\u00a0<\/li>\n\n\n\n<li id=\"htoc-resource-usage-checks-disk-bandwidth-memory-cpu-where-available\"><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=resource+usage&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Resource usage<\/strong><\/a> checks (<a href=\"https:\/\/1grid.co.za\/knowledge\/?s=disk&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>disk<\/strong><\/a>,<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/bandwidth-monitoring-tools-to-analyze-network-usage-in-linux\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>bandwidth<\/strong><\/a>, <a href=\"https:\/\/1grid.co.za\/knowledge\/what-is-high-memory-usage\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>memory<\/strong><\/a>,<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/what-is-high-cpu-usage-load\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>CPU<\/strong><\/a>, where available).\u00a0<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-11\"><strong>Email\u00a0<\/strong><\/h3>\n\n\n\n<p>We offer:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-guidance-on-setup-for-known-desktop-and-browser-based-email-clients-not-mobile-please-note-as-part-of-our-standard-support-scope-we-do-not-configure-email-clients-on-behalf-of-our-customers\">Guidance on<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/settings-to-configure-your-1grid-email-accounts-across-devices\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>setup<\/strong><\/a> for known desktop and browser-based email clients (not mobile). <em>Please note that, as part of our Standard Support Scope, we do not configure email clients on behalf of our customers.<\/em>\u00a0\u00a0<\/li>\n\n\n\n<li id=\"htoc-guidance-on-forwarders-autoresponders-and-catch-all-accounts-we-don-t-set-these-up-on-behalf-of-customers\">Guidance on<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=forwarder&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>forwarders<\/strong><\/a>, <a href=\"https:\/\/1grid.co.za\/knowledge\/?s=autoresponder&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>autoresponders<\/strong><\/a>, and <a href=\"https:\/\/1grid.co.za\/knowledge\/?s=catch+all&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>catch-all accounts<\/strong><\/a> (we don\u2019t set these up on behalf of customers).\u00a0<\/li>\n\n\n\n<li id=\"htoc-guidance-with-creating-deleting-accounts-via-your-control-panel\">Guidance with<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=create+email&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>creating<\/strong><\/a>\/<a href=\"https:\/\/1grid.co.za\/knowledge\/?s=delete+email&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>deleting<\/strong><\/a> accounts via your control panel.\u00a0<\/li>\n\n\n\n<li id=\"htoc-password-reset-instructions-customer-managed\"><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=password+reset&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Password reset<\/strong><\/a> instructions (customer-managed).\u00a0<\/li>\n\n\n\n<li id=\"htoc-troubleshooting-send-receive-issues-after-the-customer-has-followed-our-guides-and-steps-and-provided-screenshots\"><a href=\"https:\/\/1grid.co.za\/knowledge\/troubleshooting-steps-for-email\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Troubleshooting<\/strong><\/a><strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=send+email&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>send<\/strong><\/a>\/<a href=\"https:\/\/1grid.co.za\/knowledge\/?s=receive+email&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>receive<\/strong><\/a> issues <em>after<\/em> the customer has followed our guides and steps, and provided screenshots.\u00a0<\/li>\n\n\n\n<li id=\"htoc-spamfirewall-assistance-whitelisting-blacklisting-routing-ip-adjustments\"><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=spamtitan&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>SpamFirewall<\/strong><\/a> assistance:<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/spamtitan-how-to-whitelist-an-email-address-or-domain\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>whitelisting<\/strong><\/a>\/<a href=\"https:\/\/1grid.co.za\/knowledge\/spamtitan-how-to-blacklist-an-email-address-or-domain\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>blacklisting<\/strong><\/a>, <a href=\"https:\/\/1grid.co.za\/knowledge\/spamtitan-how-to-update-email-routing\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>routing IP<\/strong><\/a> adjustments.\u00a0<\/li>\n\n\n\n<li id=\"htoc-mailchannels-assistance-false-positives-bounce-backs\"><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=mailchannels&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>MailChannels<\/strong><\/a><strong> <\/strong>assistance:<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-avoid-mailchannels-blocks\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>false positives<\/strong><\/a>,<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/mailchannels-errors-codes\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>bounce-backs<\/strong><\/a>.\u00a0<\/li>\n<\/ul>\n\n\n\n<p><strong>IMPORTANT<\/strong><em>:<\/em> We do not remotely access or log into customer devices or configure email software on their behalf.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-111\"><strong>DNS &amp; Domains\u00a0<\/strong><\/h3>\n\n\n\n<p>We help with:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-guidance-on-registering-and-renewing-domains\">Guidance on<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/domains\/domain-name-registration\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Registering<\/strong><\/a> and<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=renew&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>renewing<\/strong><\/a><strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=domains&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>domains<\/strong><\/a>.\u00a0<\/li>\n\n\n\n<li id=\"htoc-guidance-on-updating-domain-contact-details\">Guidance on updating<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/domains-update-domain-contact-information\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>domain contact details<\/strong><\/a>.\u00a0<\/li>\n\n\n\n<li id=\"htoc-facilitating-domain-ownership-changes\">Facilitating<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/customer-zone-moving-domain-hosting-from-one-profile-to-another\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>domain ownership<\/strong><\/a> changes.\u00a0<\/li>\n\n\n\n<li id=\"htoc-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-domain-parking-package-which-doesn-t-allow-for-dns-changes-on-the-customer-s-side-domain-essentials-packages-allow-for-customer-end-dns-updates\">Guiding you to update DNS records (A, MX, CNAME, SPF, TXT).\u00a0<br><em>We only make DNS changes on your behalf if you have attempted and failed, unless it\u2019s a Domain Parking package, which doesn\u2019t allow for DNS changes on the customer\u2019s side.<\/em><strong><em> <\/em><\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/what-is-the-difference-between-our-domain-parking-and-domains-essentials-packages\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong><em>Domain Essentials<\/em><\/strong><\/a><em> packages allow for customer-end<\/em><strong><em> <\/em><\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-update-your-dns-settings-for-email-basic-pro-professional-email\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong><em>DNS updates<\/em><\/strong><\/a><em>.<\/em>\u00a0<\/li>\n\n\n\n<li id=\"htoc-nameserver-updates-where-a-customer-has-tried-and-failed-due-to-a-system-error\"><a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-update-your-domains-nameservers-at-1-grid\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Nameserver<\/strong><\/a><strong> <\/strong>updates where a customer has tried and failed due to a system error.\u00a0<\/li>\n\n\n\n<li id=\"htoc-unlocking-domains-and-providing-epp-codes\"><a href=\"https:\/\/1grid.co.za\/knowledge\/domain-transfer-troubleshooting\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Unlocking<\/strong><\/a><strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/everything-you-need-to-know-about-domains-at-1-grid\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>domains<\/strong><\/a> and providing <a href=\"https:\/\/1grid.co.za\/knowledge\/domains-what-is-an-epp-authorization-code\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>EPP codes<\/strong><\/a>.\u00a0<\/li>\n\n\n\n<li id=\"htoc-incoming-and-outgoing-domain-transfers\">Incoming and outgoing domain<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=transfer&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>transfers<\/strong><\/a>.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-1111\"><strong>SSL Certificates\u00a0<\/strong><\/h3>\n\n\n\n<p>We support:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-issuing-and-installing-ssl-certificates-purchased-from-1-grid\"><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=SSL&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Issuing<\/strong><\/a> and<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=install+SSL&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>installing<\/strong><\/a><strong> <\/strong><a href=\"https:\/\/1grid.co.za\/website-security\/ssl\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>SSL Certificates<\/strong><\/a><strong> <\/strong>purchased from 1-grid.\u00a0<\/li>\n\n\n\n<li id=\"htoc-guidance-on-renewal\">Guidance on renewal.\u00a0<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-websites\"><strong>Websites\u00a0<\/strong><\/h3>\n\n\n\n<p>We provide:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-first-line-website-builder-support\">First-line<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/website-builder\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Website Builder<\/strong><\/a><strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=website+builder&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>support<\/strong><\/a>.\u00a0<\/li>\n\n\n\n<li id=\"htoc-assistance-with-website-builder-domain-mapping-and-publishing\">Assistance with Website Builder domain mapping and publishing.\u00a0<\/li>\n\n\n\n<li id=\"htoc-website-load-response-time-investigations-server-side-only\">Website load\/response time investigations (server-side only).\u00a0<\/li>\n\n\n\n<li id=\"htoc-investigating-503-and-404-errors\">Investigating<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/causes-of-a-503-service-unavailable-error-wordpress\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>503<\/strong><\/a><strong> <\/strong>and<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/wordpress-how-to-fix-broken-menu-links-permalink\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>404<\/strong><\/a><strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=wordpress+error&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>errors<\/strong><\/a>.\u00a0<\/li>\n\n\n\n<li id=\"htoc-website-restores-from-acronis\">Website<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/cpanel-how-to-restore-or-download-backups-using-acronis\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>restores<\/strong><\/a> from<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/website-security\/website-backups\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Acronis<\/strong><\/a>.\u00a0<\/li>\n\n\n\n<li id=\"htoc-assistance-with-suspensions-caused-by-malicious-content-including-google-blacklist-reviews\">Assistance with suspensions <a href=\"https:\/\/1grid.co.za\/knowledge\/what-is-a-real-time-blacklist-rbl\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>caused by malicious content<\/strong><\/a> (including <a href=\"https:\/\/1grid.co.za\/knowledge\/what-to-do-if-your-site-is-marked-as-deceptiveharmful-by-google\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Google blacklist reviews<\/strong><\/a>).\u00a0<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-11111\"><strong>Advanced Support (Paid Services)\u00a0<\/strong><\/h2>\n\n\n\n<p>Some tasks fall outside Standard Support, but we can still help through our <strong>Paid Services<\/strong> offering. These tasks require specialised work and are quoted before we begin.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-111111\"><strong>Important Notes<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-a-quote-is-always-provided-first\">A quote is always provided first.\u00a0<\/li>\n\n\n\n<li id=\"htoc-work-starts-only-after-the-customer-approves-the-quote\">Work starts <em>only after<\/em> the customer approves the quote.\u00a0<\/li>\n\n\n\n<li id=\"htoc-final-cost-may-change-if-the-scope-changes-and-the-customer-is-notified-before-any-additional-fees-are-charged\">Final cost may change if the scope changes, and the customer is notified before any additional fees are charged.\u00a0<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-1111111\"><strong>Examples of Paid Services<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-manual-website-content-migrations-file-database-transfers\">Manual website content migrations (file\/database transfers).\u00a0<\/li>\n\n\n\n<li id=\"htoc-third-party-wildcard-or-multi-domain-ssl-installations\">Third-party, wildcard, or multi-domain SSL installations.\u00a0<\/li>\n\n\n\n<li id=\"htoc-advanced-dns-work-complex-spf-dkim-dmarc-or-updating-dns-on-behalf-of-a-customer\">Advanced DNS work (complex SPF, DKIM, DMARC) or updating DNS on behalf of a customer.\u00a0<\/li>\n\n\n\n<li id=\"htoc-advanced-email-client-troubleshooting-for-device-specific-issues\">Advanced email client troubleshooting for device-specific issues.\u00a0<\/li>\n\n\n\n<li id=\"htoc-malware-removal-and-security-clean-ups\">Malware removal and security<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=malware+removal&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>clean-ups<\/strong><\/a>.\u00a0<\/li>\n\n\n\n<li id=\"htoc-server-customisations-firewall-rules-cron-jobs-php-configuration-changes\">Server customisations (firewall rules,<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/cpanel-how-to-run-a-cron-job\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>cron jobs<\/strong><\/a>,<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=PHP&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>PHP<\/strong><\/a><strong> <\/strong>configuration changes).\u00a0<\/li>\n\n\n\n<li id=\"htoc-deep-investigation-of-website-issues-caused-by-plugins-themes-or-custom-code\">Deep investigation of website<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/top-10-common-wordpress-issues\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>issues<\/strong><\/a><strong> <\/strong>caused by<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=plugins&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>plugins<\/strong><\/a>,<strong> <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=themes&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>themes<\/strong><\/a>, or custom code.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-11111111\"><strong>Not Supported<\/strong><\/h2>\n\n\n\n<p>Some requests fall outside our scope of support entirely and will not be provided under any circumstances.&nbsp;<\/p>\n\n\n\n<p>These include:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-website-development-coding-or-plugin-theme-fixes-if-the-website-was-not-built-through-us-directly\">Website development, coding, or plugin\/theme fixes if the website was not built through us directly\u00a0<\/li>\n\n\n\n<li id=\"htoc-third-party-application-troubleshooting-guidance-or-installation-we-may-be-able-to-offer-basic-guidance\">Third-party application troubleshooting, guidance or installation. We may be able to offer basic guidance.\u00a0<\/li>\n\n\n\n<li id=\"htoc-running-or-maintaining-customer-websites\">Running or maintaining customer websites.\u00a0<\/li>\n\n\n\n<li id=\"htoc-fixing-customer-device-software-issues-ftp-email-software-faults\">Fixing customer device\/software issues (FTP\/email software faults).\u00a0<\/li>\n\n\n\n<li id=\"htoc-transferring-files-via-ftp-for-customers\">Transferring files via FTP for customers.\u00a0<\/li>\n\n\n\n<li id=\"htoc-legal-or-ownership-disputes-must-follow-registry-legal-processes\">Legal or ownership disputes (must follow registry\/legal processes).\u00a0<\/li>\n\n\n\n<li id=\"htoc-contacting-reseller-end-customers-on-behalf-of-a-reseller\">Contacting reseller end-customers on behalf of a reseller.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-111111111\"><strong>Quoting Process for Out-of-Scope (Paid) Services<\/strong><\/h2>\n\n\n\n<p>We follow a clear and transparent quoting process.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-1111111111\"><strong>1. Identify\u00a0<\/strong><\/h3>\n\n\n\n<p>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:&nbsp;<\/p>\n\n\n\n<p><em>\u201cThis request is outside of standard support, but we can assist as a paid service. I\u2019ll provide you with a quote before any work is started.\u201d<\/em>&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-11111111111\"><strong>2. Categorise (Flat Rate vs. Custom)<\/strong><\/h3>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"htoc-111111111111\"><strong>Standardised Paid Tasks (Flat Rates)\u00a0<\/strong><\/h4>\n\n\n\n<p>If the task matches a predefined rate, our Support Team will immediately supply a quote for this.\u00a0<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"htoc-1111111111111\"><strong>Custom Work (Time-Based)\u00a0<\/strong><\/h4>\n\n\n\n<p>If not on the price list, our Support Team will prepare a time-based estimate.&nbsp;<\/p>\n\n\n\n<p>Here\u2019s our process for this:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-the-agent-prepares-estimates\">The agent prepares estimates\u00a0<\/li>\n\n\n\n<li id=\"htoc-this-then-gets-signed-off-by-our-customer-service-manager\">This then gets signed off by our Customer Service Manager\u00a0<\/li>\n\n\n\n<li id=\"htoc-then-this-is-sent-and-if-accepted-the-customer-approves\">Then, this is sent, and if accepted, the customer approves\u00a0<\/li>\n\n\n\n<li id=\"htoc-time-is-then-tracked-during-delivery\">Time is then tracked during delivery\u00a0<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-11111111111111\"><strong>3. Draft Quote\u00a0<\/strong><\/h3>\n\n\n\n<p>Our Support Team submits a Service Quote including:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-the-customer-s-request-summary\">The customer\u2019s Request Summary\u00a0<\/li>\n\n\n\n<li id=\"htoc-a-clear-scope-of-work\">A clear Scope of Work\u00a0<\/li>\n\n\n\n<li id=\"htoc-an-estimated-cost-flat-rate-or-time-based\">An Estimated Cost (flat rate or time-based)\u00a0<\/li>\n\n\n\n<li id=\"htoc-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\">A Disclaimer: <em>\u201cFinal 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.\u201d<\/em>\u00a0<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-111111111111111\"><strong>4. Approval &amp; Payment\u00a0<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-the-quote-is-approved-by-management\">The quote is approved by Management\u00a0<\/li>\n\n\n\n<li id=\"htoc-this-is-then-sent-to-customer-for-written-confirmation\">This is then sent to the customer for written confirmation\u00a0<\/li>\n\n\n\n<li id=\"htoc-the-fee-is-then-added-to-the-customer-s-account\">The fee is then added to the customer\u2019s account\u00a0<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-1111111111111111\"><strong>5. Delivery &amp; Tracking\u00a0<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-work-task-is-assigned-to-the-correct-technical-team\">The work task is assigned to the correct Technical Team\u00a0<\/li>\n\n\n\n<li id=\"htoc-the-time-and-tasks-are-then-logged-against-the-customer-s-ticket\">The time and tasks are then logged against the customer\u2019s ticket\u00a0<\/li>\n\n\n\n<li id=\"htoc-then-the-customer-receives-a-completion-summary-and-a-final-invoice-if-adjustments-were-needed\">Then, the customer receives a completion summary and a final invoice (if adjustments were needed).\u00a0<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-11111111111111111\"><strong>FAQs\u00a0\u00a0<\/strong><\/h2>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Why do you have a Scope of Support?<\/strong><\/summary>\n<p id=\"htoc-111111111111111111\">To ensure clear expectations and provide consistent service to every customer.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Can Standard Support be upgraded to Advanced Support automatically?<\/strong><\/summary>\n<p id=\"htoc-1111111111111111111\">No, we always quote first. You choose whether to proceed.\u00a0<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Why are some tasks considered paid services?\u00a0<\/strong><\/summary>\n<p id=\"htoc-11111111111111111111\">Because they require specialised work, extended time, or direct maintenance on your behalf.\u00a0<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Can 1-grid fix issues with my personal device, email app, or code?\u00a0<\/strong><\/summary>\n<p id=\"htoc-111111111111111111111\">No, device-level or code-level issues fall outside our scope.<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>What happens if the work takes longer than expected?\u00a0<\/strong><\/summary>\n<p id=\"htoc-1111111111111111111111\">We notify you and ask for approval before continuing.\u00a0<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Do you assist with website development?<\/strong><\/summary>\n<p id=\"htoc-11111111111111111111111\">No, development and coding support are not provided.\u00a0<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Can you update my DNS and\/or Nameservers for me?\u00a0<\/strong><\/summary>\n<p id=\"htoc-111111111111111111111111\">We guide you first. If you have attempted and still need help, updating DNS and Nameservers becomes a paid service under Advanced Support.\u00a0<\/p>\n<\/details>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-1111111111111111111111111\"><strong>Additional Resources\u00a0<\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-keep-your-1grid-account-details-up-to-date\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>How to Keep Your 1-grid Account Details Up to Date<\/strong><\/a><br><a href=\"https:\/\/1grid.co.za\/knowledge\/how-to-verify-your-1grid-account-for-support\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>How to Verify Your 1-grid Account for Support<\/strong><\/a><br><a href=\"https:\/\/1grid.co.za\/knowledge\/preventing-unauthorised-customers-from-accessing-1grid-support\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Preventing Unauthorised Customers from Accessing 1-grid Support<\/strong><\/a>\u00a0<br><a href=\"https:\/\/1grid.co.za\/knowledge\/adding-a-sub-account-or-technical-contact-to-your-1grid-account\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Adding a Sub-Account or Technical Contact<\/strong><\/a><br><a href=\"https:\/\/1grid.co.za\/knowledge\/deleting-a-sub-account-or-technical-contact-from-your-1grid-account\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Deleting a Sub-Account or Technical Contact<\/strong><\/a><br><a href=\"https:\/\/1grid.co.za\/knowledge\/viewing-your-logged-support-tickets-in-your-1grid-customer-zone\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Viewing Logged Support Tickets in Customer Zone<\/strong><\/a><br><a href=\"https:\/\/1grid.co.za\/knowledge\/why-does-1-grid-send-invoices-at-different-times-of-the-month\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Understanding Your Invoice<\/strong><\/a><br><a href=\"https:\/\/1grid.co.za\/knowledge\/how-do-i-update-my-payment-method\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>How to Update Billing Details in Customer Zone<\/strong><\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-11111111111111111111111111\"><strong>Need Additional Support?<\/strong><\/h2>\n\n\n\n<p><strong>We&#8217;re Here to <\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Help<\/strong><\/a><strong>:<\/strong>&nbsp;<\/p>\n\n\n\n<p>Understanding our Scope of Support doesn\u2019t have to cause confusion with this easy-to-reference guide. Stuck? Contact our Support Team for clarity and guidance (<a href=\"https:\/\/1grid.co.za\/contact-us\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>https:\/\/1grid.co.za\/contact-us\/<\/strong><\/a>). We&#8217;re ready to see how we can help!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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\u2019ve grouped our support offerings into three categories:&nbsp; This guide explains each category in easy-to-understand terms, so you always know where we can help and when&#8230;<\/p>\n","protected":false},"author":21,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"ht-kb-category":[1564],"ht-kb-tag":[1563,137,307,336,470,665,1562,1561,1560,976,1112],"class_list":["post-34092","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-general","ht_kb_tag-advanced-support","ht_kb_tag-billing","ht_kb_tag-dns","ht_kb_tag-email","ht_kb_tag-hosting","ht_kb_tag-nameservers","ht_kb_tag-paid-services","ht_kb_tag-scope","ht_kb_tag-scope-of-support","ht_kb_tag-support","ht_kb_tag-website"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>1-grid Scope of Support - 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