Naissus

Statement of Support

PLEASE READ THIS CAREFULLY, AS IT CONTAINS IMPORTANT INFORMATION REGARDING YOUR SUPPORTED AND NOT SUPPORTED RIGHTS AND REMEDIES.




1. Overview

As Naissus online 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 Naissus 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 Naissus and is merely intended to specify some of the proposed guidelines of Naissus support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of Naissus 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 Naissus products
Setting up Naissus 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 Naissus products

Not Supported:

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

C. Naissus 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. 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

E. Web Hosting/Business 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 supported control panel
  • Backing up a database or website
  • Providing you the steps to migrate your hosting
  • Installing a Naissus SSL Certificate on Naissus 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 Naissus SSL Certificate on Naissus shared hosting for add-on domains2
  • Training about using the Internet3
  • 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 Service.

2 – There’s an Expert Service for that.

3 – 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 DNA, email, web, web browsers, FTP, and general computer literacy.

F. 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 platform related performance issues1
  • Using our hosting control panels
  • Providing basic settings for your FTP client
  • Explaining how to upload files to your Managed WordPress
  • Security Monitoring2
  • Installing a Naissus SSL Certificate on Managed WordPress
  • File and Database backups daily3
  • Helping with core navigation 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

Not Supported:

  • Manually migrating your site 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
  • Reviewing plugin/theme issues on our platform in depth

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.

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.

G. 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 up-time
  • 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 up-time
  • Fully managed hardware
  • Accessing your server via root/administrative access
  • Providing you the steps to migrate your hosting
  • Installing your Naissus SSL certificate on qualified Naissus products1
  • Updating and patching core operating system
  • 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 up-time
  • Fully managed hardware
  • Accessing your server via root/administrative access
  • Providing you the steps to migrate your hosting
  • Installing your Naissus SSL certificate on qualified Naissus 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 (ip tables 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 (ip tables 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 apply

4 Ip tables 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.

6 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 (+61) (02) 8042 8923.

H. SSL Certificates.

Supported:

  • Purchasing or renewing SSL Certificates
  • Explaining SSL certificates features and benefits
  • Installing your Naissus SSL on Naissus shared hosting for primary domains (not including command line or Tomcat SLL installations)
  • Validating your SSL certificate
  • Re-sending 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 Naissus SSL certificate on third-party servers1
  • Installing a Naissus SSL Certificate on Naissus 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

I. 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

3. CONTACT INFORMATION

 

If you have any questions about this Statement of Support Agreement, please contact us by email or regular mail at the following address:

Naissus
P.O Box 4813
Kingston, ACT 2604
support@naissus.com.au


Revised: 10/07/18
Copyright © 2005-2018 Naissus. All Rights Reserved.