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More Domains For Less
Statement of Support

Last Revised: August 24, 2017

 

1. OVERVIEW

As More Domains For Less 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 More Domains For Less 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 More Domains For Less and is merely intended to specify some of the proposed guidelines of More Domains For Less’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of More Domains For Less 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 More Domains For Less products
  • Setting up More Domains For Less 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 More Domains For Less products

Not Supported:

  • Modifying zone files to work with non-More Domains For Less products
  • Configuring advance zone files
  • Troubleshooting third-party DNS zone file records


C. More Domains For Less 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
  • Confirming email settings on your computer (Outlook)
  • Confirming email settings 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
  • Troubleshooting third-party email clients' email connectivity
  • 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 More Domains For Less migration service
  • Migrating from More Domains For Less 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 non-connectivity issues with third-party email clients
  • Troubleshooting network connections
  • Changing email account passwords


E. Website Builder (including GoCentral).

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 More Domains For Less SSL Certificate on More Domains For Less 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 More Domains For Less SSL Certificate on More Domains For Less 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 More Domains For Less’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 More Domains For Less 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 More Domains For Less’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 More Domains For Less SSL certificate on qualified More Domains For Less 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 More Domains For Less SSL certificate on qualified More Domains For Less 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. More Domains For Less Pro Program.

Supported:

  • Purchasing or renewing More Domains For Less products in your or your client’s account
  • Setting up More Domains For Less 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 More Domains For Less SSL on More Domains For Less 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 More Domains For Less SSL certificate on third-party servers1
  • Installing a More Domains For Less SSL Certificate on More Domains For Less 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 More Domains For Less 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 More Domains For Less 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. More Domains For Less 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

 

P. SmartLine.

i. Phone Number Routing / Call Forwarding

Supported:

  • Ensure that system forwards phone when dialed
  • Ensure Time/Day filter settings are functional
  • Verify number routing and Auto-Attendant (when available) options
  • Verify proper routing infrastructure

Not Supported:

  • Ensure that forwarding target number is accurate and functional

ii. Call Audio Quality

Not Supported:

  • SmartLine uses customer’s mobile network, so call audio quality is not controlled by More Domains For Less.

iii. Setup for 3rd Party Phones

Supported:

  • Setup of SmartLine on android and iOS (apple) smartphones

iv. Telephone Number Porting

Supported:

  • Work with 3rd party carriers to transition number to SmartLine system
  • Configure number routing in SmartLine system and verify number works as stated on porting request
  • Provide status updates during the porting process
  • Abide by all LNP and toll-free porting rules and regulations

Not Supported:

  • Verify number is eligible for porting
  • Provide SmartLine with a complete, accurate, signed Letter of Authorization
  • Inform SmartLine where number should route, and whether it replaces a number or is being added as an additional number
  • If desired, cancel account with losing carrier after port completes
  • When porting out, ensure account billing is in good standing and billing information is up to date
  • When porting out, notify SmartLine if you intend to cancel service after number has ported

v. Message Notification Delivery (Voicemail)

Supported:

  • Verify destination email address
  • Confirm message delivery from SmartLine System
  • Provide alternate access to messages via Web App

Not Supported:

  • Confirm destination email address is valid
  • Whitelist messages@SmartLine.com
  • Ensure that message filters, anti-virus, or other receiving policy is not preventing receipt
  • Contact email provider for assistance

 

Q. More Domains For Less Auctions.

Supported:

  • Email support for domains sold or purchased at auction
  • Listing a domain for sale
  • Explaining the commission structure
  • Listing Premium Domains
  • Expired Auctions and fees
  • Closeout Domains
  • Offer/Counter offer
  • Auction Navigation
  • Explaining Go Daddy Auction listing types
  • Auction Memberships
  • Backorder Questions
  • Bidder Verification
  • Assistance in delivering a domain
  • Home Page and Category Page Feature Listings
  • Receiving payments for Domains
  • Paying for Premium and Auction domains
  • Explaining Proxy Bids
  • Explaining how to edit a Listing
  • Transferring domains related to an Aftermarket sale
  • Explaining Payee requirements

Not Supported:

  • Marketing strategies for selling domain names beyond the usage of featured listing service
  • Transferring domains not purchased in the Aftermarket
  • 3rd party domain listings, ie: Sedo, Flippa, etc.
  • More Domains For Less Account Verification
  • Domain renewals not related to auctions
  • Domain Contact Information Requests


R. WordPress Premium.

Supported:

  • Installing or Updating Theme
  • Diagnosing and Fixing Theme Issue
  • Adding a Child Theme
  • Theme Modification
  • Installing a Comment System
  • Installing or Update a Plugin
  • Diagnosing and Fixing Plugin Issues
  • Modifying Config Files
  • Performing Database Find & Replace
  • Performing Connection String Repair
  • Updating Permalinks
  • Importing/Exporting Databases
  • Optimizing MySQL
  • Checking Google Indexing
  • Evaluating Page Optimization
  • Adding a Favicon
  • Performing Setup Redirects
  • Optimizing Images
  • Mitigating Comment Spam

Not Supported:

  • Building content
  • Creating a New Site (Please see our Professional Web Services for this)
  • Adding custom code to themes and plugins
  • Designing work such as content building and appearance suggestions
  • Performing custom SEO Work (Adding Keywords, Descriptions to Pages.etc)
  • Performing services on sites using versions released prior to 4.0, other than to update them to the latest version (Note: version updates may cause incompatibility issues with themes, plugins, etc.)
  • Adding custom functionality to a plugin
  • Adding individual products for WooCommerce
  • Boosting page ranks
  • Building site backlinks
  • Configuring DNS
  • Configuring SSL (Please see our SSL Install Service for this)
  • Configuring a new theme (We will Install the theme for you, but the setup/configuration will need to be done by the designer)
  • Consulting
  • Creating a Google Plus business listing
  • Creating a plugin
  • Creating images
  • Creating page templates in LeadPages
  • Fixing WooCommerce extension bugs and conflicts
  • Increasing site traffic
  • Making your site mobile responsive
  • Multisite support
  • Paid marketing
  • Payment gateway configuration
  • Recommending a theme
  • Removing theme customization
  • Researching previous theme customization
  • Resolving WooCommerce conflict with theme
  • Setting up email accounts
  • Setting up a theme for specific pages
  • Sites hosted by WordPress.com or using Rainmaker Platform
  • Staging sites that require a separate subscription
  • Transferring a non-WP site to WordPress
  • Updating a highly customized theme
  • Updating customized WooCommerce
  • Virtual Assistant tasks (creating, updating and posting content)

 

S. Website Security.

Supported:

  • Purchasing or renewing Website Security
  • Explaining Website Security features and benefits
  • Explaining how to navigate the Website Security dashboard
  • Demonstrating set up of Website Security accounts
  • Demonstrating clean up requests

 


Revised: 8/24/17
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