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DomainSmart
Statement of Support

Last Revised: January 25, 2017

 1. OVERVIEW

As DomainSmart adds new features and services for You, and as You add new third-party applications and software, it’s important that we inform You what support services DomainSmart provides and what it does not. This Statement of Support is not intended as, and does not constitute, a binding agreement by either You or DomainSmart and is merely intended to specify some of the proposed guidelines of DomainSmart’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of DomainSmart without notice to You. Some of the products and services listed below may not be available in all markets.

2. DESCRIPTION OF SUPPORT SERVICES

A. Overall Guidance.

Supported:

  • Purchasing or renewing DomainSmart products
  • Setting up DomainSmart products
  • Showing you the steps to use our products
  • Diagnosing connection or access errors
  • Ensuring our systems and architecture are up and running

Not supported:

  • Configuring and customizing your application settings
  • Troubleshooting network connections
  • Creating websites and content (naming, drafting, building, publishing)
  • Getting people to your website
  • Learning how the Internet works (code, servers, and connections)
  • Training about your computer, mobile device, or tablet

 

B. Domain Names.

Supported:

  • Registering or renewing domain names
  • Setting up domain names (websites, hosting, and email)
  • Using our Domain Manager
  • Managing domain names
  • Explaining how to update domain name contact information
  • Showing you where to create and edit DNS zone files
  • Modifying zone files to work with DomainSmart products

Not supported:

  • Modifying zone files to work with non-DomainSmart products
  • Configuring advance zone files
  • Troubleshooting third-party DNS zone file records

 

C. DomainSmart Email.

Supported:

  • Purchasing or renewing email accounts
  • Explaining email account features and benefits
  • Showing you how to create email accounts
  • Making your domain name work with your email
  • Sending and receiving email on the web
  • Sending and receiving email on your computer (Outlook)
  • Sending and receiving email on your mobile device
  • Forwarding email messages
  • Setting up an auto-response
  • Creating a catch-all account
  • Managing and removing email accounts
  • Ensuring you can send and receive email
  • Creating email distribution lists
  • Creating an email signature
  • Adding and removing email contacts

Not supported:

  • Troubleshooting third-party email clients
  • Troubleshooting network connections
  • Changing email account passwords
  • Composing email messages
  • Creating email filters and folders
  • Importing and exporting .pst/.olm files

 

D. Microsoft® Office™ 365.

Supported:

  • Purchasing or renewing Office 365 accounts
  • Explaining Office 365 features and benefits
  • Activating user accounts (mailboxes)
  • Configuring domain name to use Office 365
  • Configuring supported email clients
  • Troubleshooting mail flow
  • Installing Office 365 software on supported systems
  • Connecting supported versions of Office to OneDrive for Business
  • Diagnosing system failures, errors, and degradations. Escalating to Microsoft, if required.
  • Helping you with the getting started basics (sending email from OWA, uploading file to OneDrive for Business)
  • Migrating from eligible Workspace IMAP accounts using the DomainSmart migration service
  • Migrating from DomainSmart Hosted Exchange to Office 365 through an end-of-life program

Not supported:

  • Training you on how to use Office 365 (writing Excel formulas, creating PowerPoint animations, etc.)
  • Migrating to Office 365 using backups (PST export/import) or other third-party services
  • Administering Exchange
  • Administering SharePoint
  • Troubleshooting third-party email clients
  • Troubleshooting network connections
  • Changing email account passwords

 

E. Website Builder.

Supported:

  • Purchasing or renewing Website Builder
  • Explaining Website Builder features and benefits
  • Setting up your Website Builder Account
  • Making your domain name work with Website Builder
  • Explaining how to use Website Builder
  • Explaining how to add/delete web pages
  • Explaining how to add/delete content (words and pictures)
  • Explaining how to apply Website Builder add-ons
  • Explaining how to connection social media to Website Builder
  • Explaining how to publish your Website Builder website

Not supported:

  • Creating and deleting web pages
  • Adding content to your website (copy, images, video)
  • Customizing images (quality, color, size, aspect ratio)
  • Customizing Website Builder templates
  • Adding custom code (HTML, JavaScript, CSS) to your website
  • Getting ranked on search engines
  • Uploading files to your website
  • Troubleshooting network connections
  • Adding third-party applications to WebSite Builder

 

F. Online Store.

Supported:

  • Purchasing or renewing Online Store
  • Explaining Online Store features and benefits
  • Setting up your Online Store Account
  • Making your domain name work with Online Store
  • Explaining how to use Online Store
  • Explaining how to add/delete web pages
  • Explaining how to add/delete content (words and pictures)
  • Explaining how to add products to your store
  • Explaining where your shipping and payment options are
  • Explaining how to publish your Online Store

Not supported:

  • Creating and deleting web pages
  • Adding content to your Online Store (copy, images, video)
  • Customizing images (quality, color, size, aspect ratio)
  • Customizing Online Store templates
  • Adding custom code (HTML, JavaScript, CSS) to your website
  • Configuring your shipping and payment options
  • Uploading files to your Online Store

 

G. Web Hosting.

Supported:

  • Purchasing or renewing Shared Hosting
  • Explaining our Shared Hosting features and benefits
  • Provisioning your Shared Hosting Account
  • Making your domain name work with Shared Hosting
  • Identifying root cause of website performance issues1
  • Using our hosting control panels
  • Providing basic settings for your FTP client
  • Explaining how to upload files to your website
  • Installing third-party apps through your control panel
  • Backing up a database or website
  • Providing you the steps to migrate your hosting
  • Installing a DomainSmart SSL Certificate on DomainSmart shared hosting primary domains only
  • Creating email accounts
  • Providing basic settings for your email client

Not supported:

 

  • Any client, script, application or content installed by Customer
  • Control panel (Parallels Plesk, or cPanel/WHM) plugins & add-ons
  • Applications in the Parallels Plesk Application Vault and/or cPanel Application Catalog
  • Installing third-party SSL certificates
  • Installing a DomainSmart SSL Certificate on DomainSmart shared hosting for add-on domains2
  • Training about using the Internet
  • Configuring your website’s SEO settings
  • Creating custom DNS zone files
  • Troubleshooting any third-party services
  • Helping with any root-level server customizations
  • Configuring your email client
  • Configuring your FTP client
  • Troubleshooting third-party domain registrations
  • Troubleshooting private name servers
  • Checking for cross-browser compatibility
  • Troubleshooting hacks due to customer-controlled vectors

1 - Identifying root cause of website performance issues - We will ensure that email, web serving, FTP, and your control panel are all functioning and accessible. The customer is fully responsible for the installation and correct operation of any and all scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning scripts or applications.

Data Backup – The customer is responsible for executing and maintaining current data backups. We maintain our own data backups for any given server only in the event of disaster. We typically have up to 30 days data retention available except on our cPanel hosting, which has one snapshot available within the past four days; however, we do not guarantee the availability or restoration of any lost data. Restoration of data can be requested from our Expert Services*.

* Expert Services are fee-based services available only from our US-based support teams and are not included with DomainSmart’s free support. To purchase these services, call (+1) (480) 463-8824. You can find more information about Expert Services in our Expert Services Menu.

2 - There's an Expert Service for that.

H. Managed Wordpress.

Supported:

 

  • Purchasing or renewing Managed WordPress
  • Explaining our Managed WordPress features and benefits
  • Provisioning your Managed WordPress account
  • Setting up your domain with Managed WordPress
  • Identifying root cause of website performance issues1
  • Using our hosting control panels
  • Providing basic settings for your FTP client
  • Explaining how to upload files to your Managed WordPress
  • Security Monitoring and Compromise Review2
  • Installing a DomainSmart SSL Certificate on Managed WordPress
  • File and Database backups daily3
  • Helping with core features of WordPress such as the Admin Dashboard4
  • Installing the newest, vetted, version of WordPress on our platform
  • Monitoring of Managed WordPress hardware and network
  • Automatically updating to the newest, most secure, version of WordPress
  • Reviewing plugin/theme issues on our platform in depth

Not Supported:

 

  • Helping with your site migration to Managed WordPress
  • Customizing your WordPress theme
  • Helping with your website layout or design
  • Troubleshooting third-party networks or applications
  • Any client, script, application or content installed by Customer
  • Installing third-party SSL certificates
  • Configuring your website’s SEO settings
  • Creating custom DNS zone files
  • Troubleshooting any third-party services
  • Configuring your email client
  • Configuring your FTP client
  • Troubleshooting third-party domain
  • Troubleshooting private name servers
  • Checking for cross-browser compatibility

 

Special Note on Approved Plugins:      

To ensure superior performance and security within the Managed WordPress environment we carefully review plugins. To do this, we run a nightly scan of our Managed WordPress hosting environment. Plugins that are not allowed will be removed and an email sent to the owner of the affected account.

  • While we do not support custom code, with Managed WordPress we will perform a more in-depth review to determine why a plugin or theme may not function properly on our system. We cannot guarantee we can make them work, but we will do our best.

1 - Identifying root cause of website performance issues - We will ensure that email, web serving, FTP, and your Control panel are all functioning and accessible. The customer is fully responsible for the installation and correct operation of any and all scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning scripts or applications.

2 – Security Monitoring and Compromise Review - Our security team is on the job 24/7, monitoring your site for suspicious activity and protecting it against brute force and DDoS attacks. If the site becomes compromised, we will review your site for vulnerabilities, advise on ‘next steps’, and once the vulnerabilities have been addressed we will clean the site of known malicious code.

3 - Data Backup – The customer is responsible for executing and maintaining current data backups. We maintain our own data backups for any given server only in the event of disaster. We typically have up to 30 days data retention available, however we do not guarantee the availability or restoration of any lost data. Restoration of data can be requested from our Expert Services*.

4-Help with your site migration to Managed WordPress – We have an automated migration process that has a high success rate. If, for some reason, your migration were to fail we will review common reasons for the failure and assist with requesting a new migration. If all else fails we can assist with manual migrations as long as the content is provided.

* Expert Services are fee-based services available only from our US-based support teams and are not included with DomainSmart’s free support. To purchase these services, call (+1) (480) 463-8824. You can find more information about Expert Services in our Expert Services Menu.

I. Virtual & Dedicated Servers.

Supported:

i. Self-Managed:

  • Purchasing or renewing servers
  • Explaining our server features and benefits
  • Resetting the root password
  • Provisioning your server in minutes
  • Troubleshooting network performance and uptime
  • Fully managed hardware
  • Accessing your server via root/administrative access
  • Providing you the steps to migrate your hosting

ii. Managed:

  • Purchasing or renewing servers
  • Explaining our server features and benefits
  • Resetting the root password
  • Provisioning your server in minutes
  • Troubleshooting network performance and uptime
  • Fully managed hardware
  • Accessing your server via root/administrative access
  • Providing you the steps to migrate your hosting
  • Installing your DomainSmart SSL certificate on qualified DomainSmart products1
  • Updating and patching core operating syste
  • Backing up content and data on server2

iii. Fully-Managed:

  • Purchasing or renewing servers
  • Explaining our server features and benefits
  • Resetting the root password
  • Provisioning your server in minutes
  • Troubleshooting network performance and uptime
  • Fully managed hardware
  • Accessing your server via root/administrative access
  • Providing you the steps to migrate your hosting
  • Installing your DomainSmart SSL certificate on qualified DomainSmart products1
  • Updating and patching core operating system
  • Backing up content and data on server2
  • Setting up your server
  • Providing dedicated sales and support line 24x7x365
  • DNS Setup
  • Domain Setup
  • Content Migrations
  • Advanced Performance Analysis3
  • Apache Tuning
  • MySQL Tuning
  • Security Scan & Audit (SSA)
  • Intrusion Prevention
  • Custom Firewall Rules (iptables only)4
  • Application or Software Installs
  • Database Management
  • Malware & Blacklist Removal
  • PHP Version Upgrade
  • PHP Module Installation

iv. Expert Services$:

  • Providing dedicated sales and support line 24x7x365
  • DNS Setup
  • Domain Setup
  • Content Migrations
  • Advanced Performance Analysis
  • Apache Tuning
  • MySQL Tuning
  • Security Scan & Audit (SSA)
  • Intrusion Prevention
  • Custom Firewall Rules (iptables only)4
  • Application or Software Installs
  • Database Management
  • Malware & Blacklist Removal
  • PHP Version Upgrade
  • PHP Module Installation

Not Supported:

  • Troubleshooting any client, script, application or content installed by customer
  • Control panel (Parallels Plesk or cPanel/WHM) plugins & add-ons
  • Applications in the Parallels Plesk Application Vault and/or cPanel Application Catalog
  • Training about the Internet5
  • Configuring your website’s SEO settings
  • Configuring your email client
  • Configuring your FTP client
  • Checking for cross browser compatibility
  • Fixing hacks due to customer-controlled vectors

1 This does not include command line, Tomcat, or IIS SSL installations.

2 Managed Servers include the ability to run backups, but must be manually run. Fully Managed servers run backups every 10 days.

3 Additional fees may appl

4 Iptables rules such as opening port 3306 for direct MySQL access or blocking an IP from accessing the server.

5 We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, web, web browsers, FTP, and general computer literacy.

$ - Expert Services are an excellent resource to allow you to pay for common server administrative tasks that can be time consuming or require a special area of expertise while maintaining overall control of your server.  Tasks are a one-time fee per service request instead of a monthly fee as with the Fully Managed plans.  Expert Services are currently only available for CentOS and Fedora servers. To purchase these services, call (+1) (480) 463-8824. You can find more information about Expert Services in our Expert Services Menu.

J. DomainSmart Pro Program.

Supported:

  • Purchasing or renewing DomainSmart products in your or your client’s account
  • Setting up DomainSmart products in your or your client’s account
  • Enrollment into the Pro Program
  • Explaining your Pro Dashboard features and benefits
  • Explaining how to set your brand
  • Explaining how to publish/disable your profile publicly
  • Explaining how to add clients
  • Explaining how to archive/unarchive clients
  • Requesting/setting/revoking Account Access permissions
  • Assisting with Account Access delegation that allows for the Pro to manage the client’s account/products
  • Explaining how to add notes to a clients card
  • Building/sending a cart for a Pro client
  • Explaining the Activity Feed
  • Explaining how to add/remove a site to Site Monitoring
  • Explaining what the Site Monitoring alerts mean
  • Explaining how to configure notifications for Site Monitoring
  • Showing you the steps to use our products
  • Diagnosing connection or access errors
  • Making sure our systems and architecture are up and running

Not Supported:

  • Creating websites (naming, drafting, building, publishing)
  • Adding content to your or your client’s websites
  • Adding database/email accounts/web applications
  • Adding third-party applications to your or your client’s Website Builder
  • Configuring and customizing your application settings
  • Drafting and publishing content
  • Naming your business
  • Creating your brand logo
  • Creating client leads
  • Troubleshooting network connections

 

K. SSL Certificates.

Supported:

  • Purchasing or renewing SSL Certificates
  • Explaining SSL certificates features and benefits
  • Installing your DomainSmart SSL on DomainSmart shared hosting for primary domains (not including command line or Tomcat SLL installations)
  • Validating your SSL certificate
  • Resending SSL validation emails
  • Resolving common name conflicts
  • Diagnosing SSL web browser errors
  • Explaining how to modify your zone file for secure sites

Not Supported:

  • Exporting SSL certificates to be used on multiple servers
  • Installing an DomainSmart SSL certificate on third-party servers1
  • Installing a DomainSmart SSL Certificate on DomainSmart shared hosing for add-on domains1
  • Installing third-party SSL certificates
  • Generating a CSR on third-party servers1
  • Generating a CSR on virtual and dedicated servers1
  • Training about HTML, PHP, or JavaScript

1 There's an Expert Service for that.

L. Get Found.

Supported:

  • Explaining Get Found features and benefits
  • Explaining how to set up your Get Found account
  • Explaining how to use Get Found
  • Explaining how publishing your business information works
  • Explaining how to add, edit, and delete your business content in the dashboard
  • Explaining how to publish your price lists/menu content on your website
  • Showing you where to find your presence on our partner sites

Not Supported:

  • Adding, editing, or deleting your content within Get Found
  • Providing suggestions for or optimizing Get Found content
  • Helping to expedite any listings
  • Helping to remove any listing from partner sites
  • Helping to with search engine rankings

 

M. Search Engine Visibility.

Supported:

  • Purchasing or renewing Search Engine Visibility
  • Explaining Search Engine Visibility features and benefits
  • Walking through and initial setting up of Search Engine Visibility 
  • Explaining how your changes are published
  • Tracking your rankings with reports

Not Supported:

  • Adding, deleting, or editing your keywords, tags, phrases or page content
  • Researching and optimizing keywords
  • Providing SEO advice to get your site ranked on the first page of Google
  • Sharing your content on social networks

 

N. Email Marketing.

Supported:

  • Purchasing or renewing Email Marketing
  • Explaining Email Marketing features and benefits
  • Setting up your Email Marketing account
  • Explaining how to use Email Marketing
  • Understanding Email Marketing statistics
  • Connecting your Email Marketing account to social media
  • Connecting your Email Marketing account to compatible DomainSmart products
  • Building you a custom banner or theme for free*

Not Supported:

  • Editing and troubleshooting subscriber list files (CSV files)
  • Cleaning, filtering, or modifying subscriber lists
  • Building email templates on a customer's behalf
  • Creating email content (copywriting, adding images, etc.)
  • Creating, editing, and troubleshooting custom HTML
  • Publishing signup form code to website
  • Creating custom statistic reports

* General DomainSmart C3 representatives are not able to build custom banners, but our GEM representatives are happy to help. Please email our GEM representatives with your request after purchasing your GEM plan.

O. DomainSmart Bookkeeping.

Supported:

  • Purchasing or renewing Bookkeeping
  • Explaining Bookkeeping features and benefits
  • Setting up your Bookkeeping account
  • Explaining how to use Bookkeeping
  • Showing you how to setup your bank account to import automatically
  • Setting up online payments with ACH, PayPal, or credit cards

Not Supported:

  • Customizing invoice template
  • Creating invoices and estimates
  • Creating tax worksheets including Schedule C, sales tax and more
  • Tracking mileage and time
  • Setting up import of sales data from PayPal, Amazon, eBay, and Etsy

 

 


Revised: 1/25/17
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