Policy - Definition of Tech Support Included with the Service
- 22/12/2003 3:47 PM
Our Goal is to not only provide solid and reliable hosting services, it is to provide you the tools you need to use the service, and responsive and effective technical support to solve the issues that you encounter. To achieve this goal we provide a customer portal, control panels, and documentation. These tools are designed to allow you to efficiently administer your hosted services. In addition, we provide personalized technical support for your use of these tools and your hosted services. The scope of assistance is defined below.
Scope of Included Technical Support
Our experience has shown that new customers need more help getting their web sites and applications up and running. For this reason, we provide what we call “On-ramp” assistance to help our new customers get online quickly, at no extra charge. On-ramp assistance is designed to help new customers launch their initial site, using applications supported by eApps. On-ramp assistance for additional sites and applications are available on a billable basis. We also provide migrations of sites to eApps from other hosting providers at discounted rates - contact sales@eapps.com for information. The following services are included with our On-ramp assistance for new customers.
- Initial site setup and configuration using your control panel
- Initial site deployment for applications supported by eApps
- Initial email setup for your first domain
- Initial DNS setup for your initial site and mail domain
All customers receive the following included technical support for their hosting service, at no additional charge.
- Assist with control panel, customer portal, and dashboard
- Investigate service issues
- Investigate security issues
- Minor software updates (updates that take more than 10 minutes are billable)
- SSL installation (for SSL certificates purchased from eApps)
- Consultation on use of eApps services - contact sales@eapps.com
Exclusions — Our free included support does not include performing software updates to the OS or applications software (other than stated above), fixing your web site or application's program code, optimizing the performance of your web site or application, enhancing the security of your server or web site. As stated above, we will investigate performance and security issues and provide you a recommendation or a quote for the required services.
Customer Installed Software — Our assistance covers the use of the customer portal, control panel, dashboard, and the correct operation of software that was installed using these user interfaces. Software that was installed by the customer are not covered under eApps support. eApps assistance for problems related to software installed by the customer are billable.Our free included support also does not include fixing your web site or application's program code or HTML.
Major Security Issues — The security of your sites and data is the number one priority of eApps. For this reason, when a security vulnerability that impacts the operating system software or application software supported by eApps is disclosed we take action to mitigate the vulnerability. Depending on the severity and nature of the vulnerability we may perform the required updates, or provide you instructions on how to mitigate the risk yourself.
Managed Services — eApps also provides managed services on a billable basis. These services include uptime response, server resource management, security enhancements, backup management and other services. Common managed services can be purchased in our store and in your portal. Contact sales@eapps.com for assistance or a quote on your specific needs.