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Terms of Service 


    1. SuperSupport is a division of FlashStone Media Group and this agreement is between you the client and FlashStone Media.
    2. FlashStone Media consists of the business units: FlashStone Web, Moonmoth Interactive, popWeb and SuperSupport.
    3. SuperSupport specialise in technical support for internet-based services such as websites, website hosting and email.
    4. Support costs are included in your monthly Service Level Agreement (SLA) support agreement or hosting fee, whichever service you have subscribed to.
    5. We provide website content and server support for
      1. the content of websites created or maintained by one of the business units of FlashStone Media Group or
      2. websites assigned to us through a service-level agreement with one of the group business units
      3. email hosted and managed on our servers
    6. We provide server and associated services support to
      1. hosting only clients, limited to server resources, capacity, uptime, back-ups, email to and from our servers, email account setup on our servers,
      2. custom DNS if required
      3. Hosting only clients’ domain management, transfer and administration.
    7. We DO NOT provide desktop or setup support for devices and computers. This includes but is not limited to,  mobile phones, tablets, computers, laptops and any other connected smart devices. We also do not offer support and advice on internet connectivity, email software support, email account setup, lost data, and general computing queries which form part of IT support. 
    8. Where we make available articles or knowledge base pieces that walk through or explain email set-up or similar information, that is provided as is, with information on devices, software, apps and platforms available at the time of publication and we don’t warrant its accuracy since technology, platforms and devices change rapidly. 


    9. The client is responsible for the style and nature of hosted content including obtaining legal permission for any works they include and ensuring that the contents of these pages do not violate any law, local or international.
    10. FlashStone reserves the right to deny or remove content that it, in its sole discretion, determines to be unlawful, indecent or objectionable, including but not limited to hate speech, incitement to violence, illegal activities, harm to minors, threats, harassment, fraudulent activity, forgery or impersonation, unsolicited commercial email. 
    11.  Disk space and bandwidth are allocated as per available server resources. FlashStone Media will use reasonable discretion to determine when a particular website has exceeded its quota of bandwidth and/or disk space. Should a FlashStone Media client require large amounts of disk space and/or bandwidth, FlashStone Media reserves the right to levy an additional charge. FlashStone Media will notify the client in advance should such a charge become necessary.
    12. Should allocated space on the server prove to be insufficient over time, FlashStone Media will recommend moving the client’s website to an dedicated managed server



    13. All support requests should be emailed to 
    14. Normal support requests will be actioned within 5 working days. For expedited requests, please add “IMPORTANT” or “URGENT” to the subject line. Important requests will be actioned within 2 days and “Urgent” requests will be actioned on the same day during normal business hours: 09:00 – 17:00. Note that “Urgent” requests only apply to emergency situations and should not be abused – Urgent requests attract a higher hourly rate and allocated hours per client may be depleted sooner and a charge be levied should allocated hours be exceeded. We will inform clients should the risk of exceeding hours approach.
    15. Should a change or update be required for a specific date, the client should stipulate the deadline and supply complete information five (5) days prior to the deadline.


    16. FlashStone Media Support does not include clients’ internet connectivity, desktop support, email software support, email account setup, lost data, and general computing queries.
    17. It is the sole responsibility of clients to ensure that they have backups of their content and access information.


    18. Notification of cancellation of the support and management service is to be sent to with a required notice period of thirty (30) days.
    19. On termination of the support and management service, the website will be handed over to the client and all files, content, images, videos, documents, audio files and all related material in the client account will be deleted from our serversNote that theme and plugin software licenses, where applicable and licensed to FlashStone Media will not be transferred. The new web developer or content manager should install their own license keys.
    20. On the date of termination, all data pertaining to website access and user information accrued by FlashStone Media will be deleted from our business database. Personal client data is also deleted unless other services continue.


    21. FlashStone Media does not retain or record customer passwords for website access.
    22. See our full Privacy Policy for additional details on what data is gathered, what it is used for and how it is stored.


    23. Regular monthly billing will commence at the end of the following calendar month.
    24. Invoicing is monthly in advance via debit order
    25. We may temporarily deny service or terminate this Agreement upon failure of the client to pay charges when due. Such termination or denial does not relieve the client of the responsibility for payment of all accrued charges plus interest, and any collection fees.
    26. If payment is not received by the 7th of the month, then technical support will be suspended. After a further 8 days (15th of the month) the website and email will be suspended unless payment is received.
    27. If no payment is received by the end of that month, the website and email, including contents will be deleted from the server
    28. We reserve the right to amend the monthly fee and will give thirty (30) days notice of said amendment. Pricing for the first 12 months is fixed.
    29. Where domains are paid annually by clients and do not form part of a monthly package, payment for the domain renewal should reach us timeously in order for us to action the renewal, we do not renew domains for which payment has not been received


    30. FlashStone Media shall not be held liable for any non-original, unlicensed or inappropriate content posted by clients.
    31. Clients specifically agree to indemnify and hold harmless FlashStone Media, its officers, employees, ISPs, subcontractors, partners, agents, affiliates or other partners, from any claim or demand, including reasonable attorney’s fees, made by any third party due to or arising out of content supplied by the client, made available or transmitted through the FlashStone Media service.
    32. Clients specifically agree and indemnify and hold harmless FlashStone Media, its owners, staff, contractors and agents should a domain registration lapse due to a failure by the client to respond to renewal notices which may be sent by email, text message, chat or communicated during a telephone call, including payment for the domain renewal in sufficient time for the renewal to be effected before entering redemption or deletion – depending on registrars’ processes.