ITEGY

1. OVERVIEW

As ITEGY 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 ITEGYprovides and what it does not. This Statement of Support is not intended as, and does not constitute, a binding agreement by either You or ITEGY and is merely intended to specify some of the proposed guidelines of ITEGY’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of ITEGY 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.

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B. Domain Names.

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C. ITEGY Email.

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D. Microsoft® Office™ 365.

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E. Website Builder (including GoCentral).

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F. Online Store.

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G. Web Hosting/Business Hosting.

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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 Services*.

* Expert Services are fee-based services available only from our US-based support teams and are not included withITEGY’s free support. To purchase these services, call (+1) (480) 463-8824. 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.

 

H. Managed WordPress.

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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.

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.

* Expert Services are fee-based services available only from our US-based support teams and are not included withITEGY’s free support. To purchase these services, call (+1) (480) 463-8824. You can find more information about Expert Services in our Expert Services Menu.


I. Virtual & Dedicated Servers.

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i. Self-Managed:

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iii. Fully-Managed:

iv. Expert Services$:

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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 appl

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.


J. ITEGY Pro Program.

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Purchasing or renewing SSL Certificates

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1 There's an Expert Service for that.


L. Get Found.

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Purchasing or renewing Search Engine Visibility

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N. Email Marketing.

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* GeneralITEGY 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.


O. ITEGY Bookkeeping.

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P. SmartLine.

i. Phone Number Routing / Call Forwarding

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ii. Call Audio Quality

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iii. Setup for 3rd Party Phones

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iv. Telephone Number Porting

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v. Message Notification Delivery (Voicemail)

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Q. ITEGY Auctions.

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R. WordPress Premium.

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S. Website Security.

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