Support Statement
Our Responsibility:
- We will create the web directory for your site and make sure the domain name resolves to your site.
- We will monitor and ensure that all basic services are working, such as email, web serving, FTP, and your cPanel/Plesk panel. We will gladly perform manual checks for you should you feel your service is not working as intended.
- We will maintain a best practice to ensure that our software is secure and free of exploits and vulnerabilities. We will control and determine the version of software used on our hosting services. It is important for us to use the most stable software versions on our servers. As a result, the software we have deployed may not always be the latest version available.
- We support the basic installation offered in the One-Click installs section of the Plesk or Fantastico in cPanel.
Customer Responsibility:
- Internet Training.
We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, and FTP. - Data Backup.
You are responsible for maintaining current backups of all your important data. We maintain our own data backups for any given server in the event of disaster; however we do not guarantee the availability or restoration of any lost data. Should you request restoration of any lost data, should it exist, a minimum fee of $100.00 will be charged to your account for data restoration assistance that is prolonged for over one hour. In the event that your data loss was our fault we would waive any associated fees. - DNS/Domain names.
We will not automatically transfer or modify your domain names to use our service. You are responsible for using the support services provided by your domain registrar for any assistance relating to name transfers and name server modifications. Once your transfer has been completed you can then edit your name servers in the Plesk control panel. - Email client configuration.
We can assist you in setting up an email account within your client software such as Microsoft Outlook or Apple Mail with the most basic server settings. However, we cannot assist you in any advanced configuration or troubleshooting such as spam filtering, message rules, etc. In other words, we can assist you with your initial setup but not the actual operation of the program. - FTP client configuration.
We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software. You are expected to have an understanding about FTP program. - Scripts and Applications.
Due to the quantity and ever-changing complexity of internet software, it simply isn't feasible for us to know the details of how all the applications your running work. You are fully responsible for the installation and correct operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications. This is a policy that we must strictly adhere to. - SSL configuration.
We will do our best to assist you with the installation of 3rd party SSL certificates, but we cannot guarantee successful installs if we are given incomplete or wrong information. We strongly encourage you to work with your SSL provider towards a resolution. We do however offer installation and full support of SSL certificates that are purchased through us. - One-Click/Fantastico Applications.
You are responsible for all customizations/upgrades/plug-ins added to the application once installed.