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Technical Support Policy

Legal Documents · 48 reads · Updated Aug 16, 2026

Company Registration Details

  • Legal name: WawaCloud Inc.
  • Operating brand: WawaNode
  • Corporation number: 1796675-0
  • Business number (BN): 712062637RC0001
  • Date of incorporation: May 26, 2026
  • Governing legislation: Canada Business Corporations Act (CBCA), federal corporation
  • Registered office: 366 Coachwhip Trail, Newmarket, ON L3X 2R2, Canada
  • Website: https://wawanode.com

WawaCloud Inc. is the legal contracting party for the Services; WawaNode is its operating brand. The registered office is the corporation's legal address, not a customer-support channel.

Effective date: March 12, 2026

Company name: WawaCloud Inc. (operating as "WawaNode", "we", "us")

Registered office: Province of Ontario, Canada

Incorporation: a Canadian federal corporation incorporated under the Canada Business Corporations Act (CBCA)

Website: https://wawanode.com

Technical support: log in to the Console → Tickets (open a support ticket at https://wawanode.com/dashboard/tickets/new)

Support email: support@wawanode.com

Abuse reports: abuse@wawanode.com

Legal: legal@wawanode.com

DMCA / copyright complaints: dmca@wawanode.com

Privacy: privacy@wawanode.com

1. Overview

This Technical Support Policy (the "Policy") describes the scope, methods, limitations, response principles, and customer responsibilities that apply when WawaCloud Inc. (operating as "WawaNode", "we", "us", or "our") provides technical support for cloud servers, VPS, dedicated servers, networking, IP addresses, storage, control panels, and other related services. WawaNode is the operating brand of WawaCloud Inc., which is the legal contracting party that provides the service.

This Policy forms part of the Terms of Service, Acceptable Use Policy, Billing and Payment Policy, Refund Policy, Service Level Agreement (SLA), Privacy Policy, and other applicable terms.

By purchasing, using, or continuing to use our services, you confirm that you have read, understood, and agree to this Policy.

2. Support Channels

We may provide technical support through the following channels:

  1. The ticket system (Console → Tickets);
  2. Support email;
  3. Control panel notifications;
  4. Other support channels published on our website.

Primary contacts:

  • Ticket system: log in to the Console → Tickets (https://wawanode.com/dashboard/tickets/new)
  • Support email: support@wawanode.com
  • Abuse reports: abuse@wawanode.com
  • Legal: legal@wawanode.com

WawaNode publishes its registered office above but does not publish a telephone number; please contact us for all technical and account matters through the ticket system or the role-based email addresses above.

We recommend submitting technical issues through the ticket system first, so that records are retained, progress can be tracked, and identity can be verified.

3. Support Languages

We may provide support in Chinese and English.

The available support language depends on the support agent, technical staff, time, issue type, and service plan.

For complex technical matters, legal matters, communications with upstream suppliers or data centers, or formal notices, we may require the use of English or that information be provided in English.

4. Support Hours

Unless otherwise stated on the product page, in the service plan, or in a written agreement, our technical support is provided on a commercially reasonable-efforts basis.

Different types of issues may be handled with different priorities.

We do not guarantee that every support request will receive an immediate response, nor that every issue will be resolved within a fixed time.

For matters involving network outages, large-scale failures, security incidents, abuse complaints, billing suspensions, or upstream supplier issues, handling time may be affected by third parties, data centers, payment status, account status, or technical complexity.

5. Standard Support Scope

Unless otherwise stated on the product page or in the service plan, standard technical support generally includes the following:

  1. Account login and account access issues;
  2. Order status inquiries;
  3. Billing and payment questions;
  4. Service provisioning status inquiries;
  5. Inquiries related to service renewal, suspension, and cancellation;
  6. Basic control panel usage questions;
  7. Basic connectivity checks for VPS or cloud servers;
  8. Basic connectivity checks for dedicated servers;
  9. IP address allocation and basic network checks;
  10. Confirmation of faults at our infrastructure layer;
  11. Troubleshooting of host machines, physical servers, or network equipment;
  12. Follow-up on data center or upstream network faults;
  13. Basic service status notifications;
  14. Issues related to our platform, billing system, or ticket system;
  15. Other matters we consider to be within the standard support scope.

6. Unmanaged Services

Unless the product you purchase is expressly designated as a "managed service" or "managed hosting," or the parties agree otherwise in writing, the VPS, cloud servers, dedicated servers, and similar products we provide are generally unmanaged services.

For unmanaged services, we are responsible for the infrastructure layer, including:

  1. Delivery of the server or virtualization resources;
  2. Basic network connectivity;
  3. IP address allocation;
  4. Basic power and hardware availability;
  5. Issues at the host machine or data center level;
  6. Basic platform issues within our control.

You are responsible for the in-server systems and your business environment, including:

  1. Operating system configuration;
  2. Software installation;
  3. Application operation;
  4. Website configuration;
  5. Database management;
  6. Firewall rules;
  7. Security hardening;
  8. Account permissions;
  9. Data backups;
  10. Vulnerability patching;
  11. Log analysis;
  12. Maintenance of third-party programs;
  13. Business data management.

7. Non-Standard Support Scope

Unless you have purchased a managed service that expressly includes the relevant items, or the parties agree otherwise in writing, the following matters are generally outside the standard technical support scope:

  1. In-depth operating system configuration;
  2. Linux or Windows system tutoring;
  3. Setting up web environments;
  4. Nginx, Apache, or IIS configuration;
  5. Runtime configuration for PHP, Node.js, Python, Java, Go, and the like;
  6. Database configuration for MySQL, MariaDB, PostgreSQL, MongoDB, and the like;
  7. Middleware configuration for Redis, Memcached, Elasticsearch, and the like;
  8. Website program debugging;
  9. Code modification;
  10. Analysis of program errors;
  11. Installation or troubleshooting of third-party software;
  12. Mail server configuration;
  13. In-depth DNS configuration;
  14. SSL certificate installation or troubleshooting;
  15. Firewall rule design;
  16. Security hardening;
  17. Cleanup after server intrusions;
  18. Malware removal;
  19. Data recovery;
  20. Business migration;
  21. Performance optimization;
  22. SEO, advertising, and operational matters;
  23. Restrictions, bans, or risk-control issues on third-party platforms;
  24. Issues caused by user actions or configuration;
  25. Other matters outside our infrastructure layer.

We may offer suggestions based on the circumstances, but this does not mean we assume responsibility for the related system administration or business maintenance.

8. Paid Technical Support

For issues outside the standard support scope, we may, at our sole discretion, provide paid technical support.

Paid technical support may include:

  1. System installation;
  2. Software installation;
  3. Environment configuration;
  4. Basic security hardening;
  5. Data migration;
  6. Troubleshooting;
  7. Log analysis;
  8. Assistance with third-party software;
  9. Performance diagnostics;
  10. Other manual technical services.

Whether to accept a paid support request is determined by us based on technical capability, risk, time, account status, and the complexity of the issue.

Paid technical support does not guarantee that the issue will be resolved, unless the parties agree otherwise in writing.

9. Response Priority

We may set handling priorities based on the severity of the issue.

High-priority issues typically include:

  1. Large-scale network failures;
  2. Data-center-level failures;
  3. Host machine failures;
  4. Dedicated server hardware failures;
  5. Issues affecting multiple customers;
  6. Security incidents;
  7. Failure to provision a service;
  8. Billing system anomalies affecting a service;
  9. Abuse or legal emergencies.

Normal-priority issues typically include:

  1. Configuration questions for a single user;
  2. Control panel usage inquiries;
  3. Billing inquiries;
  4. Product inquiries;
  5. Non-urgent network quality issues;
  6. Advisory questions within the unmanaged scope.

Low-priority issues typically include:

  1. Usage tutorials;
  2. Third-party software issues;
  3. Personalized configuration advice;
  4. Non-urgent optimization suggestions;
  5. Issues not directly related to the service itself.

10. Information to Provide When Submitting a Ticket

To enable us to handle your issue quickly, please provide as much of the following as possible when submitting a support request:

  1. Account email;
  2. Service ID;
  3. Server IP address;
  4. Product name;
  5. Time the issue occurred;
  6. Time zone;
  7. Symptoms of the issue;
  8. Error screenshots;
  9. Error logs;
  10. Operations you recently performed;
  11. Ping, MTR, and Traceroute results;
  12. Operating system version;
  13. Relevant port and service information;
  14. Whether you have modified firewall, security group, routing, or system configuration;
  15. The specific items you would like us to help confirm.

Insufficient information may cause delays or make it impossible to diagnose the issue.

11. Network Troubleshooting

If you report a network issue, we may ask you to provide:

  1. Your local IP;
  2. Your location;
  3. Your network carrier;
  4. The target server IP;
  5. Ping results;
  6. MTR results;
  7. Traceroute results;
  8. Speed test results;
  9. Time the issue occurred;
  10. Whether the issue is limited to a specific region or carrier;
  11. Whether the issue is limited to a specific website or third-party platform.

Public internet connectivity is affected by carriers, routing, cross-border links, DDoS protection, target websites, the user's local network, and third-party networks.

Not all latency, packet loss, route detours, or slow access from specific regions fall within matters under our control.

12. Dedicated Server Hardware Support

For dedicated servers or bare-metal servers, if we confirm a hardware fault, we will use commercially reasonable efforts to repair, replace, or coordinate with the data center to address it.

Hardware faults may include:

  1. CPU failure;
  2. Memory failure;
  3. Disk failure;
  4. Motherboard failure;
  5. Power supply failure;
  6. Network card failure;
  7. Other physical hardware issues.

Hardware handling time may be affected by:

  1. Data center staffing;
  2. Inventory levels;
  3. Availability of replacement hardware;
  4. Upstream supplier turnaround;
  5. Maintenance windows;
  6. The complexity of the fault;
  7. Whether the customer provides necessary information promptly.

A hardware fault does not mean we are responsible for restoring user data. You should maintain independent backups yourself.

13. Operating Systems and Reinstallation

We may provide operating system reinstallation, template installation, or image deployment features.

Customers should understand that:

  1. Reinstalling a system generally erases the server's existing data;
  2. You should back up your data before reinstalling;
  3. An operating system template may provide only a basic environment;
  4. System updates, software installation, and security configuration are the customer's responsibility;
  5. Certain operating systems may not be suitable for certain products;
  6. Custom ISOs, special kernels, or non-standard systems may not be supported;
  7. A failed reinstallation may require manual inspection, and handling time will depend on the circumstances.

Data loss resulting from a customer's reinstallation, mistaken operation, wrong system selection, or failure to back up is borne by the customer.

14. Data Backup and Recovery

Unless you have purchased a service that expressly includes backups or managed backups, we are not responsible for backing up your data.

Even if certain products provide snapshot, backup, or imaging features, this does not mean that:

  1. A backup will necessarily succeed;
  2. A backup will necessarily be complete;
  3. A backup will necessarily be real-time;
  4. A backup will necessarily be recoverable;
  5. A backup will necessarily be retained long-term;
  6. We assume responsibility for data recovery.

You should maintain your own independent, complete, and recoverable data backups.

Data recovery is generally outside the standard technical support scope.

15. Security Incident Support

If your server is compromised, infected with malware, used to send spam, used to launch attacks, or generating abnormal traffic, we can help confirm basic service status, but in-server security handling is generally your responsibility.

You may need to perform, yourself or through a third party:

  1. Changing passwords;
  2. Replacing SSH keys;
  3. Removing malicious files;
  4. Patching vulnerabilities;
  5. Updating the system and software;
  6. Checking for backdoors;
  7. Reviewing logs;
  8. Reinstalling the system;
  9. Restoring a secure backup;
  10. Hardening the firewall;
  11. Stopping abnormal processes;
  12. Restricting suspicious accounts.

If a security incident poses a risk to our network, other customers, upstream suppliers, or third parties, we may restrict, suspend, or terminate the service.

16. Mail Service Support

If you run your own mail server, you are responsible for:

  1. Mail server configuration;
  2. SPF, DKIM, and DMARC configuration;
  3. Reverse DNS requirements;
  4. Mail queue management;
  5. Spam control;
  6. Mailbox account security;
  7. Blacklist handling;
  8. Maintaining sending reputation;
  9. Preventing open relays;
  10. Complying with anti-spam laws.

We do not guarantee that a server IP can be used to send mail normally, nor that mail will be delivered to third-party mailbox platforms.

If mail activity results in spam complaints, blacklisting, upstream warnings, or damage to IP reputation, we may restrict ports, suspend the service, or terminate the service.

17. Third-Party Platform Restrictions

We make no guarantees regarding restrictions, bans, risk-control measures, or detection results imposed by third-party platforms.

Third-party platforms include but are not limited to:

  1. Streaming platforms;
  2. Gaming platforms;
  3. Payment platforms;
  4. Social platforms;
  5. Mail platforms;
  6. Cloud service platforms;
  7. Trading platforms;
  8. E-commerce platforms;
  9. Advertising platforms;
  10. Any third-party website or service.

The following issues are generally outside the standard support scope:

  1. An IP being identified by a third party as a data-center IP;
  2. An IP being identified as a proxy, VPN, or high-risk;
  3. A third-party platform not allowing registration;
  4. A third-party platform restricting login;
  5. Streaming content not unblocking;
  6. Game latency or bans;
  7. Mail being rejected;
  8. Payment platform risk control;
  9. A third-party website blocking access.

18. Nested Virtualization and Special Feature Support

Certain regions, nodes, products, or services may not support, or may not guarantee support for:

  1. Proxmox VE;
  2. LXC / LXD;
  3. Nested KVM;
  4. VMware ESXi;
  5. Hyper-V;
  6. Nested Docker;
  7. OpenVZ;
  8. TUN/TAP;
  9. Bridged networking;
  10. Custom kernels;
  11. Kernel module loading;
  12. Additional MAC addresses;
  13. GRE, IPIP, VXLAN;
  14. BGP or custom routing;
  15. Other advanced networking or virtualization features.

Unless the product page expressly states support, or we confirm support in writing, the above features are outside the standard support scope.

Any service unavailability, system damage, network anomalies, or data loss resulting from a customer installing, configuring, or attempting to use the above features is borne by the customer.

19. Migration Support

We may provide migration advice or paid migration services depending on the circumstances, but migration is generally outside the standard support scope.

Migration may involve:

  1. Website file migration;
  2. Database migration;
  3. Mail migration;
  4. Application environment migration;
  5. DNS cutover;
  6. System rebuilds;
  7. Configuration adjustments;
  8. Data integrity verification.

Migration carries risks, including data loss, service interruption, configuration incompatibility, version differences, permission issues, and application failures.

Customers should back up their data before migration and verify the migration results themselves.

20. Managed Services

If you purchase a managed service, the specific support scope is governed by the product page, order page, service description, or a written agreement between the parties.

A managed service may include some or all of the following:

  1. Basic system administration;
  2. Security updates;
  3. Basic software configuration;
  4. Monitoring;
  5. Backup management;
  6. Troubleshooting;
  7. Security hardening;
  8. Environment maintenance;
  9. Performance recommendations;
  10. Other agreed services.

Matters not expressly included in the managed service description remain outside our support obligations.

21. Support Limitations

We may decline to handle support requests that:

  1. Violate the law;
  2. Violate the Terms of Service;
  3. Violate the Acceptable Use Policy;
  4. Involve attacks, intrusions, scanning, phishing, spam, or other abuse;
  5. Ask us to bypass third-party restrictions;
  6. Ask us to circumvent risk control, bans, or security measures;
  7. Ask us to crack software, bypass licensing, or infringe intellectual property;
  8. Ask us to access another person's data or account;
  9. Lack the necessary identity verification;
  10. Are unreasonable, harassing, abusive, or threatening;
  11. Exceed our technical capability or service scope;
  12. May affect other customers, security, or platform stability.

22. Customer Authorization

When you ask us to help address an issue with a server, account, control panel, or service, you authorize us to access, inspect, modify, or operate the relevant service to the extent necessary.

Such authorization is limited to handling your support request, troubleshooting, restoring service, performing operations you have confirmed, or maintaining service security.

You should understand that certain operations may carry risk, such as restarting, reinstalling, modifying configuration, deleting files, adjusting the network, or migrating a service.

We may require your confirmation before performing high-risk operations.

23. Identity Verification

To protect account security, we may require you to complete identity verification before handling certain requests.

Identity verification may include:

  1. Logging into the account;
  2. Sending the request from the account email;
  3. Providing the service ID;
  4. Providing billing information;
  5. Providing proof of payment;
  6. Providing company or identity documentation;
  7. Confirming identity through other reasonable means.

If you cannot pass identity verification, we may decline to handle the request.

24. Ticket Records

We may retain support requests, ticket contents, email correspondence, operation logs, and handling outcomes.

These records are used to:

  1. Provide support;
  2. Track issues;
  3. Resolve disputes;
  4. Maintain security;
  5. Process billing;
  6. Handle abuse complaints;
  7. Meet legal and compliance requirements;
  8. Improve our services.

Tickets and support records are processed and retained in accordance with our Privacy Policy.

25. Third-Party Services and Software

We assume no support responsibility for third-party software, applications, platforms, plugins, scripts, licenses, or services.

Third-party items include but are not limited to:

  1. WordPress;
  2. aaPanel / BT Panel (宝塔面板);
  3. cPanel;
  4. Plesk;
  5. DirectAdmin;
  6. WHMCS;
  7. Docker;
  8. Proxmox VE;
  9. Game server software;
  10. Mail server software;
  11. Database software;
  12. Various website programs;
  13. Third-party APIs;
  14. Third-party payment or platform services.

We may offer basic advice, but the installation, configuration, vulnerabilities, licensing, compatibility, data, and security of third-party software are the customer's responsibility.

26. Mistaken Operations and High-Risk Actions

Customers should exercise caution when performing the following operations:

  1. Deleting a server;
  2. Reinstalling the system;
  3. Formatting a disk;
  4. Deleting a database;
  5. Deleting backups;
  6. Modifying the firewall;
  7. Modifying SSH or RDP configuration;
  8. Modifying network configuration;
  9. Modifying the kernel;
  10. Installing a virtualization platform;
  11. Bulk-deleting files;
  12. Running unknown scripts;
  13. Modifying permissions;
  14. Adjusting partitions or file systems.

Data loss, service interruption, or system damage caused by a customer's mistaken operation is borne by the customer.

27. Support Is Not Management Responsibility

Providing technical support, advice, or assistance does not mean we take over your server, website, applications, databases, or business systems.

Unless the parties agree otherwise in writing, we do not assume responsibility for:

  1. Continuously monitoring your business systems;
  2. Proactively fixing your applications;
  3. Proactively updating your system;
  4. Proactively backing up your data;
  5. Proactively removing your malware;
  6. Proactively managing your user accounts;
  7. Proactively optimizing your website or database;
  8. Proactively handling your end users' issues.

28. Relationship to the Service Level Agreement

A technical support response is not equivalent to SLA compensation.

Service availability, fault compensation, and exclusions are governed by our Service Level Agreement (SLA).

Communications, investigation, or advice during technical support do not constitute our acknowledgment of an SLA breach, nor do they constitute an admission of liability for compensation.

29. Abuse and Violation Handling

If a support request involves abuse, illegal activity, infringement, attacks, spam, phishing, malware, proxy abuse, DDoS, blacklisting, or other violations, we may refer it to the abuse handling process.

The relevant service may be restricted, suspended, null-routed, terminated, or denied a refund.

Abuse matters are handled in accordance with the Acceptable Use Policy and the Abuse Complaints Policy; copyright and DMCA matters are covered by the DMCA / Copyright Complaints Policy — please contact dmca@wawanode.com.

30. Changes to This Policy

We may update this Policy from time to time to reflect changes in products, technology, service scope, staffing, suppliers, law, risk control, or business.

The updated Policy will be published on our website with a new effective date.

Your continued use of the services after an update constitutes acceptance of the updated Policy.

31. Governing Law and Dispute Resolution

This Policy is governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to its conflict-of-laws rules.

Any dispute arising out of or in connection with this Policy or the technical support we provide shall be subject to the exclusive jurisdiction of the courts located in Ontario, Canada, and you and we hereby submit to the personal jurisdiction of those courts.

32. Contact

If you need technical support, account help, billing inquiries, or service assistance, please contact us as follows:

WawaCloud Inc. (operating as "WawaNode")

  • Website: https://wawanode.com
  • Ticket system: log in to the Console → Tickets (https://wawanode.com/dashboard/tickets/new)
  • Support email: support@wawanode.com
  • Abuse reports: abuse@wawanode.com
  • Legal: legal@wawanode.com
  • DMCA / copyright complaints: dmca@wawanode.com
  • Privacy: privacy@wawanode.com

WawaNode publishes its registered office above but does not publish a telephone number; please contact us through the ticket system or the role-based email addresses above.

33. Note on the Chinese Version

The Chinese version of this Policy is provided for the reading and understanding of Chinese-speaking users. In the event of any inconsistency or conflict between the Chinese version and the English version, the English version shall prevail, except where applicable law mandates otherwise.

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