Untitled Document

1. OVERVIEW

As Affordable Domains Canada 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 Affordable Domains Canada 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 Affordable Domains Canada and is merely intended to specify some of the proposed guidelines of Affordable Domains Canada’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of Affordable Domains Canada 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 Affordable Domains Canada products
  • Setting up Affordable Domains Canada 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 Affordable Domains Canada products

Not Supported:

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


C. Affordable Domains Canada 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. Weebly Website Builder.

Supported:

  • Purchasing or renewing Weebly ilder
  • Explaining Weebly Website Builder features and benefits
  • Setting up your Weebly Website Builder Account
  • Making your domain name work with Weebly Website Builder
  • Explaining how to use Weebly Website Builder
  • Explaining how to add/delete web pages
  • Explaining how to add/delete content (words and pictures)
  • Explaining how to apply Weebly Website Builder add-ons
  • Explaining how to connection social media to Weebly Website Builder
  • Explaining how to publish your Weebly 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.

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 control panel
  • Backing up a database or website
  • Providing you the steps to migrate your hosting
  • Installing a Affordable Domains Canada SSL Certificate on Affordable Domains Canada 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 Affordable Domains Canada SSL Certificate on Affordable Domains Canada shared hosting for add-on domains2
  • Training about using the Internet
  • 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 Services*.

* Expert Services are fee-based services available only from our US-based support teams and are not included with Affordable Domains Canada’s free support. To purchase these services, please visit our Expert Services page HERE.

2 - There's an Expert Service for that.

 

F. Managed WHMCS.

Supported:

  • Purchasing or renewing Managed WHMCS
  • Explaining our Managed WHMCS features and benefits
  • Provisioning your Managed WHMCS account
  • Setting up your domain with Managed WHMCS
  • 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 Managed WHMCS
  • Security Monitoring and Compromise Review2
  • Installing a Affordable Domains Canada SSL Certificate on Managed WHMCS
  • File and Database backups daily3
  • Helping with core features of WordPress such as the Admin Dashboard4
  • Installing the newest, vetted, version of WHMCS on our platform
  • Monitoring of Managed WHMCS hardware and network
  • Automatically updating to the newest, most secure, version of WHMCS
  • Reviewing plugin/theme issues on our platform in depth

Not Supported:

  • Helping with your site migration to Managed WHMCS
  • Customizing your WHMCS 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

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. If the site becomes compromised, we will review your site for vulnerabilities, advise on ‘next steps’, and once the vulnerabilities have been addressed we will clean the site of known malicious code.

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 with Affordable Domains Canada’s free support. To purchase these services, please visit our Expert Services page HERE.


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 uptime
  • 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 uptime
  • Fully managed hardware
  • Accessing your server via root/administrative access
  • Providing you the steps to migrate your hosting
  • Installing your Affordable Domains Canada SSL certificate on qualified Affordable Domains Canada products1
  • Updating and patching core operating syste
  • 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 Affordable Domains Canada SSL certificate on qualified Affordable Domains Canada 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

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 (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 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 fee-based services available only from our US-based support teams and are not included with Affordable Domains Canada’s free support. To purchase these services, please visit our Expert Services page HERE.


H. SSL Certificates.

Supported:

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


I. 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


J. 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 Affordable Domains Canada 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 Affordable Domains Canada 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.

 

K. Affordable Domains Canada Auctions.

Supported:

  • Email support for domains sold or purchased at auction
  • Listing a domain for sale
  • Explaining the commission structure
  • Listing Premium Domains
  • Expired Auctions and fees
  • Closeout Domains
  • Offer/Counter offer
  • Auction Navigation
  • Explaining Go Daddy Auction listing types
  • Auction Memberships
  • Backorder Questions
  • Bidder Verification
  • Assistance in delivering a domain
  • Home Page and Category Page Feature Listings
  • Receiving payments for Domains
  • Paying for Premium and Auction domains
  • Explaining Proxy Bids
  • Explaining how to edit a Listing
  • Transferring domains related to an Aftermarket sale
  • Explaining Payee requirements

Not Supported:

  • Marketing strategies for selling domain names beyond the usage of featured listing service
  • Transferring domains not purchased in the Aftermarket
  • 3rd party domain listings, ie: Sedo, Flippa, etc.
  • Affordable Domains Canada Account Verification
  • Domain renewals not related to auctions
  • Domain Contact Information Requests

 

L. 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

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