Statement of Support

1. OVERVIEW

As Psyphire 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 Psyphire 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 Psyphire and is merely intended to specify some of the proposed guidelines of Psyphire’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of Psyphire without notice to You.

2. DESCRIPTION OF SUPPORT SERVICES

A. Overall Guidance.

Supported:

  • Purchasing or renewing Psyphire products
  • Setting up Psyphire 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)
  • 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 Psyphire products

Not Supported:

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

C. 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. Site Publisher.

Supported:

  • Explaining Site Publisher features and benefits
  • Explaining how to use Site Publisher
  • Explaining how to add/delete web pages

Not Supported:

  • Creating and deleting web pages
  • Adding content to your website (copy, images, video)
  • Customizing images (quality, color, size, aspect ratio)
  • Customizing Site Publisher templates
  • Explaining how to connect social media to Site Publisher
  • Explaining how to publish your Site Publisher website
  • 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 Site Publisher

E. Web Hosting.

Supported:

  • Purchasing or renewing Web Hosting
  • Explaining our Web Hosting features and benefits
  • Provisioning your Web Hosting Account
  • Making your domain name work with Web Hosting
  • Identifying root cause of website performance issues*
  • Using cPanel control panel
  • 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 web hosting
  • Installing a Psyphire SSL Certificate on Psyphire web 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 (cPanel) plugins & add-ons
  • Applications in the cPanel Installatron Applications Catalog
  • Installing third-party SSL certificates
  • Installing a Psyphire SSL Certificate on Psyphire web hosting for add-on domains
  • Training about using the Internet
  • Configuring your website’s SEO settings****
  • Creating custom DNS zone files
  • Troubleshooting any third-party services
  • Helping with any server customizations
  • Configuring your email client
  • Configuring your FTP client
  • Troubleshooting third-party domain registrations
  • Troubleshooting third-party and private name servers
  • Checking for cross-browser compatibility
  • Troubleshooting hacks due to customer-controlled vectors

* – 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 ultimately responsible for executing and maintaining current data backups and restoration of data. We maintain data backups for any given account only in the event of disaster (weekly or daily depending on your plan). Restoration of data can be accomplished by using the Backup tools in cPanel.

*** – Expert Support Sage Services can help you with issues not covered by our free support.  Expert Support Sage Services are fee-based services available only from our US-based support teams.  To purchase these services, open a support ticket or call (+1) (866) 533-5339.

**** – Our Digital Marketing Solutions can help you with this.

F. WordPress.

Since WordPress is a third-party application, we do not offer support for WordPress.

Special Note on Approved Plugins:

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

G. SSL Certificates.

Supported:

  • Purchasing or renewing Psyphire SSL Certificates
  • Explaining Psyphire SSL certificates features and benefits
  • Installing your Psyphire SSL on Psyphire web hosting for primary domains (not including command line)
  • Validating your Psyphire SSL certificate
  • Resending Psyphire 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 Psyphire SSL certificate on third-party servers*
  • Installing a Psyphire SSL Certificate on Psyphire web hosing for add-on domains*
  • Installing third-party SSL certificates
  • Generating a CSR on third-party servers*
  • Generating a CSR on virtual and dedicated servers*
  • Training about HTML, PHP, or JavaScript

* – Expert Support Sage Services can help you with issues not covered by our free support.  Expert Support Sage Services are fee-based services available only from our US-based support teams.  To purchase these services, open a support ticket or call (+1) (866) 533-5339.