Included in your membership, for now. Hosting and web support are currently included in your YPB membership. We reserve the right to change these inclusions or introduce charges, with notice before changes take effect. See the current membership plans.
24-hour acknowledgement, not 24-hour resolution. We acknowledge eligible support requests within 24 hours of receipt and give an estimated resolution time. YPB does not offer a separate hosting or platform uptime SLA.
Use your professional email address. YPB member support and storefront email setup need an address on your business’s own domain, such as owner@brand.example or support@brand.example. Google Workspace or Microsoft 365 on your own domain is welcome. Personal addresses such as Gmail, Hotmail, Outlook.com and Yahoo can’t be used for member support or as your store’s sender or reply address. This doesn’t affect shoppers receiving their order email. How to get a branded mailbox.
What’s included
Grade school
Your membership pays for your store’s home on the internet and for help with your website. YPB might change that one day, but will tell you first.
High school
Hosting and web support are currently included in your monthly YPB membership, with no extra fee today. YPB can change what’s included or add charges, but will give notice before any change takes effect. Plan names and prices are on the membership page.
College
Current inclusions: storefront hosting and web support. They aren’t permanent guarantees: YPB reserves the right to change inclusions or introduce charges with notice before changes take effect. Membership doesn’t include unlimited custom development, third-party software licences, mailbox licences or provider plans you choose yourself.
Postgraduate
Distinguish three things: membership inclusions (hosting, web support), an optional courtesy (email setup and sending), and third-party costs you contract directly (email providers, mailbox services, domain registration). Each has its own change path; only YPB’s own inclusions and courtesies are subject to YPB notice.
Developer
Included: Hostinger storefront hosting and web support under the current membership. Not included: custom development beyond agreed scope, commercial plugin licences such as WP Mail SMTP Pro, and your own provider accounts. Plan details and pricing: yourpeptidebrand.com.
Email courtesy service
Grade school
If setting up your store’s email is tricky, YPB can do it with you, for free right now.
High school
As a courtesy to organization storefront owners, YPB can help set up your branded email and DNS and can send your store’s email through credentials YPB manages. There’s no separate charge today; YPB may charge in future and will tell you before any change.
College
The courtesy is separate from membership inclusions. It’s optional: the recommended default is your own provider account. If you use the courtesy, YPB manages the sending credentials and you never handle or share them. Any provider you choose yourself bills you directly.
Postgraduate
The courtesy exchanges ownership for convenience. It carries no fixed term or price promise; its current no-charge status is policy, and a change requires notice before it takes effect. Customers can move to their own provider account at any time.
Developer
Courtesy sending uses YPB-managed credentials installed server-side; no key is exposed to you or published. To move to your own account, follow the provider change steps.
Response commitment
Grade school
When you ask YPB for help, YPB will reply within a day and tell you how long the fix should take.
High school
YPB acknowledges every eligible support request within 24 hours of receiving it and gives you an estimated resolution time. That doesn’t mean everything is fixed within 24 hours. If the estimate changes, YPB will tell you.
College
The commitment has two parts: an acknowledgement within 24 elapsed hours of receipt (not business hours), and an estimated resolution time. Estimates depend on complexity and on vendors YPB relies on, and can change; YPB keeps you informed when they do.
Postgraduate
This is a response commitment, not a resolution guarantee: it bounds the time to an acknowledgement that includes a meaningful estimate. It deliberately doesn’t promise fix times that depend on third parties outside YPB’s control.
Developer
Measured from the time YPB receives an eligible request to an acknowledgement that includes an estimate: 24 elapsed hours. An automatic receipt is not an acknowledgement. Requests must come from a verified professional address mapped to your organization.
Store owners’ version: response times on YPB support.
What you can ask for
Grade school
You can ask YPB about your website, your bills, your orders or changes to your store.
High school
Support covers four areas: website problems, accounting and billing, orders, and development support. Development support means help with changes, not unlimited free building.
College
Choosing the right category routes your request to the right people faster. Development support is scoped: YPB tells you what’s included and what would need separate agreement.
Postgraduate
Categories separate operational fault handling from commercial and change work, so a defect isn’t queued behind a feature request and scope decisions are explicit.
Developer
Categories: technical, billing, orders, development. Include the environment (DEV, UAT or production), URL, time with time zone and steps to reproduce; never credentials.
| Category | For |
|---|---|
| Website bug or technical support | Something on your storefront isn’t working as it should. |
| Accounting and billing | Questions about your YPB membership charges and invoices. |
| Orders | Questions about orders placed through your store. |
| Development support | Help with changes to your storefront. This isn’t unlimited free custom development; YPB will tell you what’s in scope. |
Availability and uptime
Grade school
Sometimes the computers that run websites have problems. YPB doesn’t promise they never will, but it will help you fast.
High school
YPB doesn’t offer an uptime guarantee (SLA) for hosting. Your store runs on Hostinger, with some services on Microsoft Azure, and their availability follows their own terms. YPB’s promise is about how quickly it responds to you.
College
There’s no YPB uptime percentage or service credit. Hostinger and Azure publish their own terms, which apply to them, not to YPB’s relationship with you. The 24-hour acknowledgement is separate from availability.
Postgraduate
YPB avoids restating vendor availability figures as its own obligation. The only YPB service commitment is the support response, so expectations stay aligned with what YPB actually controls.
Developer
No YPB SLA, uptime percentage or credits. Vendor terms: Microsoft online services SLAs; Hostinger. They are not incorporated as YPB guarantees.
Professional email address
Grade school
Write to YPB from your store’s email address, like owner@brand.example, not a Gmail address.
High school
Contact YPB from an address on your business’s own domain, such as owner@brand.example. Google Workspace or Microsoft 365 on your domain is fine; Gmail, Hotmail, Outlook.com and Yahoo addresses aren’t accepted for member support. The public guides stay open to everyone.
College
A branded address lets YPB relate your request to your business. It doesn’t grant access to your store’s data by itself: YPB also verifies your identity and your organization membership. If you don’t have a branded mailbox yet, the email guide explains how to get one.
Postgraduate
The requirement ties support to accountable business identities that the organization controls and can revoke, while separating identity proof from authorization. Public help remains available so that anyone can get set up to meet it.
Developer
Policy: free consumer domains aren’t eligible for member support. Planned intake checks will enforce this server-side after normalizing case, whitespace and trailing dots. A custom-domain address is necessary but not sufficient; access to organization data requires a verified identity and a server-side organization mapping.
How to ask for help
Contact YPB support through the channel you use today, or start at YPB support, from your professional email address. Tell us the category, your site and environment, what happened and when. Never include passwords, API keys, verification codes or reset links. YPB will never ask for them.