Statement of Support 

As we add new features and services for you, and as you add new third-party applications and software, it’s important that we let you know what’s included in our hosting product support and what’s not. As always, if you have questions or need support you can contact us we will be there to help 24 hours a day, seven days a week, 365 days a year.

We offer extensive resources for support and self-help:

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Scope of Support Offered

While we do our best to solve any problem—there are certain issues that are beyond our scope of support. For example, if you need help debugging source code for an application you are developing–while we would love to help you–we are not software developers. We can, however, help to confirm whether all of our systems (e.g. databases, network, web servers, etc.) are functioning normally to help you isolate the problem. It’s also not possible for us to be fluent in every web application or client-side publishing program (there are just too many of them), but we can help with basic configuration settings (e.g. MySQL server address, FTP login information, etc.).

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What we support:

Common Services. We continually monitor and ensure that all basic services are working, such as FTP, email, SSH, web services and our Control Panel. Our number one priority is to make sure that the web servers, data centers, and network connections are functioning at optimal performance levels.

Basic e-mail and FTP client configuration. We provide instructions for using the most common e-mail and FTP clients.

Server Software. We will maintain and secure all software that resides on a server, such as MySQL, PHP, and Apache. We will determine the version and configuration of the software on our servers. As a result, the software we have installed may not always be the most immediately released version available to the public or be compatible with your application.

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Issues beyond our scope of support:

Scripts & Applications. We are not capable of reviewing source code, or assisting with the development of your website or application unless you have hired our company to design a custom website for you and you have signed a web design contract. You are responsible for the installation and operation of any and all scripts and applications. You are responsible for maintaining the latest version of any and all scripts and applications necessary for your site to work properly. We are not capable of determining reasons for sites that become compromised.

Open-Source Software Development or De-Bugging. Open-source software is software whose source code is published and made available to the public, enabling anyone to copy, modify and redistribute the source code without paying royalties or fees. Open-source code can evolve through community cooperation. These communities are composed of volunteeris, individual programmers as well as very large companies. The software and scripts distributed on the Internet have been developed through contributions of multiple sources, therefore, is is not feasible for our company to attempt to develop or de-bug software that was developed by other organizations. We, therefore, recommend that you contact the developers’ forums for general support.

Data Backup. You are responsible for maintaining current backups of your data. We maintain our own backups in the event of a disaster; however, we do not guarantee the availability or restoration of any lost data. Should you request a restore of any lost or corrupt data, should it exist, a fee of $35.00 will automatically be charged to your account.

Third party applications. Whether server-side or client-side, we do not support application. As a courtesy, we will provide basic support for open-source software that is distributed with our hosting accounts, however, because the software distributed by our company is open-source, each script offered was designed by multiple parties, therefore, it is not feasible for our company to attempt to develop or de-bug software that was developed by other organizations. We, therefore, recommend that you contact the developers’ forums for general support. Some customers like our support so much, they ask us to help them with things completely unrelated to their web hosting account (e.g. configuring a printer on their network). We wish this were doable!

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Transfers

Our transfers team will make every effort to help you move your site data to us. However, transfers are provided as a courtesy service, and we can not make guarantees regarding the availability, possibility, or time required to complete an account transfer. Each hosting company is configured differently, and some hosting platforms save data in an incompatible or proprietary format, which may make it extremely difficult if not impossible to migrate some or all account data. We will try our best, but in some cases we may be unable to assist you in a transfer of data from an old host.

The free transfer services are available for 30 days from your sign up date. Transfers outside of the 30 day free period will incur a charge; please contact a member of the transfers department with specific details to receive a price quote.

Here’s a breakdown of what’s supported and what’s not
Supported
Not supported
AccountCenter and its tools and features check
Accessibility of cPanel and its default tools and features check
Function of cPanel features check
Network performance and uptime check
Hosting hardware installed in our data centers check
Foundational software presences updates and functionality check
KnowledgeBase updates check
MySQL container access and functionality check
cPanel assistance and guidance check
Any local computer, printer, scanner, or cell phone check
Any client, script, application or content installed by Customer check
cPanel plugins & add-ons check
Applications in the cPanel Application Library check
Customer customizations check
Third party SSL certificates check
Internet training check
SEO settings check
Custom DNS zone files check
Any third party services check
Email client configuration check
FTP client configuration check
Content and data backups check
Third party domain registrations check
Private name servers check
Cross browser compatibility check
Hacks due to Customer controlled vectors check

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Optional Services

Webmaster Services

If you wish to hire our webmasters for custom projects, we charge $125 per hour.  And as much as we would like to work for free and donate our time, it simply is not feasible.  Therefore, if you would like to hire us to do webmaster projects, we require payment.  Webmaster services are not included with your web hosting package.

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