This document contains information about Summersault's technical support policies. Last significant update on July 26, 2007.
- Introduction
- What is Technical Support?
- Support Hours and Request Procedures
- Hosting Account
- E-Mail Accounts
- Backups
- Anti-Spam Services
- Anti-Virus Services
- Acceptable Use
This document provides basic information about Summersault's technical support policies.
None of the information presented here alters any existing agreement between Summersault and its customers, explicit or implied. As well, Summersault reserves the right to make exceptions to the below policies in order to best serve its customers.
Technical support is the service provided by Summersault to aid hosting customers in setting up, configuring and using their hosting accounts. For example, Summersault will assist customers with questions about using our control panel interface, about the best way to set up e-mail accounts, or about what hosting features/plans will help them get the most out of our services.
Technical support does not include support for maintaining the content or functionality of your website (even sites developed by Summersault - support for problems with content or functionality should be addressed to your Summersault staff representative, and may require billable time). Technical support does not include consulting or instruction on how to configure or use third-party software (including desktop software like FTP programs or e-mail reading programs) or local office/home network troubleshooting (such as problems that prevent you from connecting to the Internet).
If you require support for activities not covered under Summersault's support policies, Summersault has a wide variety of service and support contracts available; contact us for details.
Support Hours and Request Procedures
Non-emergent technical support is provided during the hours of 9 AM to 5 PM EST, Monday through Friday. Support requests should be sent using our support request form.
Emergency technical support is provided on a 24-hour, 365-day call-back basis. Emergency support can be requested by using our support request form and indicating that your issue is an emergency, or by calling our technical support line at (765) 939-9301 option 3. If you are not immediately connected with a staff member, leave a message when prompted, and someone will call you back.
IMPORTANT: Please be advised that Summersault constantly monitors all of its critical systems, and if there is a system-wide problem, there's a good chance we already know about it. Please do not use the emergency support procedures unless absolutely necessary.
Summersault agrees to set up your hosting account within two business days (usually less) once all the needed information is submitted to us. We will send you, via e-mail, postal mail, or fax, information about how to access and configure your hosting account. This information will include a username and password that can be used to FTP files to your site. It is the user`s responsibilty to configure the software being used to transfer files to the hosting account - please consult the usage manual of your software. Summersault makes no guarantees about the compatibilty of particular software packages with its servers or networks.
If you have questions or problems regarding your hosting account, please feel free to contact us according to the procedures above.
Summersault agrees to provide e-mail services as described in the hosting package selected at the time of account setup (ask a Summersault staff member if you're not sure what you get in your package). Summersault will provide the account owner with an web-based administrative tool and related documentation that will facilitate the setup of POP Accounts, Aliases, Forwarding Accounts, Autoresponders, and Mailing Lists. It is the responsibility of the account owner to create, modify, delete, amd maintain the mail accounts and related services according to their needs. It is the responsibility of the account owner to configure e-mail reading software to read mail from the Summersault mail server.
If you have questions or problems regarding e-mail configuration, please feel free to contact us according to the procedures above.
Summersault maintains frequent backups of its servers and critical data; these backups are maintained in the event of a catastrophic disruption to Summersault's service or severe data loss event. Summersault makes no guarantees to the end user about the availability of backed up data; please do not rely on our backups for restoring accidentally deleted materials.
Summersault has a number of mechanisms in place to reduce the amount of unwanted bulk e-mail that enters our e-mail system. You can read more about these.
Summersault does not currently provide any computer virus prevention or detection services. Summersault cannot be held liable for any computer viruses that may be recieved through e-mail attachments sent to or from users of our mail servers. Users are responsible for securing their mail reading software against computer virus distribution and attacks.
Summersault maintains a strict acceptable use policy.
