![[DeafVision Tech Support Policies]](_pix/007.jpg)
|
|
Tech Support Policy
|
We love helping our customers and are proud to offer some of the very best FREE tech support services in the industry!
That said, it's important for our customers to understand that the amount you pay for your web hosting account does not cover the cost of tech support time. Your hosting fees go toward the following:
- Web space used for your files on the server
- Bandwidth / traffic costs used by your website
- 24/7 Server monitoring
- Ultra-fast connections
- Server, equipment, software and maintanence
- Nightly backups
- Server security
By hosting with us, we serve as your hostmaster. Our Tech Support Team's job is to focus on running the server your website and email are hosted on and to resolve any server-related issues that may come up. It's important to understand that we are not your webmaster or in-house IT person. Every customer hosting with DeafVision is expected to have a webmaster, web designer or IT person who is familiar with HTML and basic web tasks such as using FTP and uploading web files to a server.
Our Support Team does not help build or troubleshoot issues with customer's websites. We cannot modify your content or upload your web files for you. We cannot teach you HTML or how to use MySQL or PHP. Nor do we install custom scripts for you. These and other tasks are the job of your webmaster. If your webmaster does not know how to do these tasks or needs assistance, we can be hired to assist.
What we provide free support for: Technical issues or questions that are directly related to our servers. For example, if you wanted to know which version of PHP is installed on the server you're hosted on, or your email is bouncing and you're not sure why, contact us and we'll be happy to assist you.
What we don't provide free support for: Software and script-related problems, programming, HTML, web design and/or database issues. This includes issues with software like Frontpage and Dreamweaver as well as Fantastico-installed scripts like Joomla and WordPress and web-builder software that's provided with some of our hosting plans. While some of this software is available at no additional cost as a courtesy, we do not provide free tech support for it. Support can be obtained directly from most software vendors or you can hire us for advanced support services. The reason for this is that costs for tech support time often far exceeds what customers pay for their web hosting accounts. In order to remain in business, we must bill for time spent on non-server related issues.
When contacting us, please be sure to include your name, email address, domain name and the server you are hosted on. This information will allow us to quickly bring up your records to help facilitate answering your technical support questions. Please also be sure to contact us from the authorized email address we have on file for your account. For the security of your account, we will not reply to unauthorized tech support requests.
We welcome your correspondence and look forward to assisting you.
|
|
Privacy Policy