What membership includes
Grade school
Your membership pays for your store’s home on the internet and for help when your website has problems.
High school
Hosting your storefront and helping with your website are part of your membership today. That doesn’t include unlimited custom building, mailbox subscriptions or paid plans from other companies — those are separate.
College
Included today: storefront hosting and web support. Not implied: unlimited custom development, third-party software licences, mailbox subscriptions (such as Google Workspace or Microsoft 365) or providers’ paid plans. Inclusions can change with notice.
Postgraduate
The inclusion is a current service decision, not a permanent entitlement. Scope is bounded to hosting and supporting the storefront; bespoke development and third-party costs sit outside it. Any change is communicated in advance of taking effect.
Developer
Covered: hosting operations and web support for your YPB storefront. Out of scope unless separately agreed: custom feature development, third-party licences and provider subscriptions.
Optional email courtesy
Grade school
If setting up your store’s email feels hard, YPB can help you do it, as a favour.
High school
Prefer a helping hand? As a courtesy to YPB organization storefront owners, we can set up your branded email and DNS with you and send your storefront email through credentials YPB manages. There’s no separate charge for this today. YPB may charge for it in future and will tell you before any change takes effect. If you use your own sending provider, its charges are between you and that provider.
College
The courtesy is separate from the membership inclusions above. It covers configuring branded transactional email, the related DNS records and sending through YPB-managed credentials. We still recommend owning your sending account; the courtesy exists for owners who’d rather not.
Postgraduate
The courtesy is optional and revocable: it isn’t a membership entitlement, carries no permanent free commitment, and changes to its terms are notified before they apply. Ownership of your domain, brand identity and DNS stays with you throughout.
Developer
Courtesy scope: mailer installation and configuration, DNS authentication records and a YPB-managed send-only credential. Customer-owned alternative: see the provider guides. Credential internals aren’t published.
How support responds
Grade school
When you ask for help, we tell you within one day that we got your message, and we tell you how long we think fixing it will take.
High school
When you send an eligible support request, YPB will:
- Acknowledge it within 24 hours of receiving it — any day, counted in hours.
- Give you an estimated resolution time and tell you the next step.
- Keep you informed if the estimate changes, for example because another company is involved.
That’s a promise to respond, not a promise that everything is fixed within 24 hours.
College
The 24-hour window runs in elapsed hours from receipt, not business hours. The estimate reflects complexity and dependencies such as hosting or email providers, and it can change as the investigation progresses; when it does, you’ll be told. An automatic receipt on its own doesn’t count as the acknowledgement; the acknowledgement comes with a genuine estimate.
Postgraduate
The commitment is a response-time objective with an attached estimate, distinct from a resolution-time or availability guarantee. Estimates are revised on new information and communicated rather than silently missed. Requests are eligible when they come from a recognised organization contact about a covered category.
Developer
Timestamps: received → acknowledged (≤ 24 h elapsed) → estimate recorded → updates on change → resolved. Only real, captured times count; no synthetic auto-receipts. The signed-in request tracker that will show these is not yet available.
What you can ask about
Contacting support
Grade school
Write to support from your store’s own email address, not a free personal one.
High school
Contact YPB support through the channel you use today, from your branded business address (for example owner@brand.example). Requests from free personal addresses such as Gmail or Yahoo can’t be accepted as member support requests. If you don’t have a branded address yet, our email guide explains how to get one — and these public guides stay open to everyone.
College
A branded address helps YPB recognise your organization, but it isn’t enough on its own to see account information: that requires your verified identity linked to your organization. A signed-in YPB support area is being built and will be announced when it’s ready.
Postgraduate
Identity for support is layered: a professional domain is a baseline eligibility signal; authorization to view organization data comes from a verified sign-in mapped to that organization. Neither is inferred from the other.
Developer
Planned intake checks the address server-side (free consumer domains rejected with guidance) and separately requires a verified, organization-mapped identity for any account-specific data. Until that ships, use your existing support channel.
Availability
YPB doesn’t offer a separate hosting or platform uptime guarantee. Our hosting and platform services rely on providers including Hostinger and Microsoft Azure, under their own terms; YPB doesn’t pass their figures or credits through as its own promise. Our 24-hour acknowledgement commitment is separate from provider availability.