STATEMENT OF SUPPORT

MeemHost

STATEMENT OF SUPPORT

Last Revised: June 14, 2019

  1. Overview

As MeemHost 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 MeemHost 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 MeemHost and is merely intended to specify some of the proposed guidelines of MeemHost’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of MeemHost without notice to You. Some of the products and services listed below may not be available in all markets.

  1. Description of Support Services
  1. Overall Guidance.

Supported:

    • Purchasing or renewing MeemHost products
    • Setting up MeemHost 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
  1. 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 MeemHost products

Not Supported:

    • Modifying zone files to work with non-MeemHost products
    • Configuring advance zone files
    • Troubleshooting third-party DNS zone file records
  1. MeemHost 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
  1. 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
  1. 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
  1. 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 MeemHost SSL Certificate on MeemHost 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 MeemHost SSL Certificate on MeemHost 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 ServicesA.

  1. Expert Services are fee-based services available only from our US-based support teams and are not included with MeemHost’s free support. To purchase these services, call (480) 624-2500. You can find more information about Expert Services in our Expert Services Menu.
  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 DNS, email, web, web browsers, FTP, and general computer literacy.
  1. Virtual & Dedicated Servers.

Supported:

  1. 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
  1. 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 MeemHost SSL certificate on qualified MeemHost 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 uptime
    • Fully managed hardware
    • Accessing your server via root/administrative access
    • Providing you the steps to migrate your hosting
    • Installing your MeemHost SSL certificate on qualified MeemHost 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
  1. 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 apply

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.

  1. MeemHost Pro Program.

Supported:

    • Purchasing or renewing MeemHost products in your or your client’s account
    • Setting up MeemHost 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
  1. SSL Certificates.

Supported:

    • Purchasing or renewing SSL Certificates
    • Explaining SSL certificates features and benefits
    • Installing your MeemHost SSL on MeemHost 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 MeemHost SSL certificate on third-party servers1
    • Installing a MeemHost SSL Certificate on MeemHost 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.

  1. 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
  1. 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 MeemHost 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 MeemHost 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.

  1. 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: 6/14/2019
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