|
The following document outlines the scope and limitation of support for each product that (mt) Media Temple offers. Because web hosting service by nature relies on a combination of customer supplied client software and third-party products it is important to define what is supported by our company and what is the responsibility of the customer and/or third-party software vendors.
It is important for our customers to understand that when (mt) Media Temple initially delivers a hosting service it has been pre-tested to be in 100% working condition. In our 10 years of hosting experience we have determined that most customer issues are usually a result of incompatibilities and configuration changes that are not compatible with our services.
Wherever possible, (mt) Media Temple makes every effort to support our customers. We have an extensive (kb) Knowledge Base that should address the most common issues that are directly supported by us. We strongly encourage our customers to use this extensive resource to not only seek support, but also to become more familiar with our product lines and the extent of our support.
We do encourage you to open a support request, even if you feel your issue is not covered by our Statement of Support. Just remember, it never hurts to ask...
[ top ]
- (gs) Grid-Service
- Supported:
- DNS zone file.
DNS zone files translate your IP address to your domain name. We will make sure to provide you with a zone file that will work for common web hosting uses such as www and mail when using (mt) Media Temple name servers. At any time you can revert to a default zone file should you mistakenly edit your own.
- Operation of common services.
We will monitor and ensure that all basic services are working, such as email, web serving, FTP, and your WebControl panel. We will gladly perform manual checks for you should you feel your service is not working as intended.
- Software versions.
We will maintain a best practice to ensure that our software is secure and free of exploits and vulnerabilities. We will control and determine the version of software used on our hosting services. It is important for us to use the most stable software versions on our servers, especially in a clustered hosting environment. As a result, the software we have deployed may not always be the latest version available. If you wish to update or control the version of server software being used you should consider using the (dv) Dedicated-Virtual Server as an alternative or consider migrating to our (gs) Grid-Service platform, which has replaced this legacy hosting product.
- Hardware.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components, and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner.
- Customer responsibility:
- Internet Training.
We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, and FTP. We strongly encourage you to familiarize yourself with our products by using the Knowledge Base.
- Data Backup.
You are responsible for maintaining current backups of all your important data. We maintain our own data backups for any given server in the event of disaster; however we do not guarantee the availability or restoration of any lost data. Should you request restoration of any lost data, should it exist, a minimum fee of $125.00 will automatically be charged to your account. An additional fee of $125.00 per hour may be incurred for data restoration assistance that is prolonged for over one hour. In the event that your data loss was our fault we would waive any associated fees.
- DNS/Domain names.
We will not automatically transfer or modify your domain names to use our service. You are responsible for using the support services provided by your domain registrar for any assistance relating to name transfers and name server modifications. You may also choose to have your domain transferred to our authority by submitting a request via the Account Center. Once your transfer has been completed you can then edit your name servers in the AccountCenter.
- Domain name change.
You can change the domain name associated with your (gs) Grid-Service; however you are responsible for modifying any and all path names in any scripts or applications to reflect this change.
- Email client configuration.
We can assist you in setting up an email account within your client software such as Microsoft Outlook or Apple Mail with the most basic server settings. However, we cannot assist you in any advanced configuration or troubleshooting such as spam filtering, message rules, etc. In other words, we can assist you with your initial setup but not the actual operation of the program.
- FTP client configuration.
We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software. We will do our best to help you make a connection using the steps outlined in our Knowledge Base articles.
- Scripts and Applications.
Due to the quantity and ever-changing complexity of internet software, it simply isn't feasible for us to know the details of how all the applications your running work. You are fully responsible for the installation and correct operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications. This is a policy that we must strictly adhere to.
- SSL configuration.
We will do our best to assist you with the installation of 3rd party SSL certificates, but we cannot guarantee successful installs if we are given incomplete or wrong information. We strongly encourage you to work with your SSL provider towards a resolution. We do however offer installation and full support of GeoTrust QuickSSL certificates that are purchased through us.
[ top ]
- Alternate Domains
- Customer responsibility:
- Usage.
You are responsible for making any necessary domain name transfer or name server modifications for the selected domain name to use our services. Our systems will automatically create a basic directory structure; however you are responsible for creating/publishing the content needed for the alternate domain name to function.
[ top ]
- One-Click Applications
- Supported:
- We support the basic installation and operations of the application offered in the One-Click installs section of the control panel.
- Customer Responsibility:
- You are responsible for all customizations/upgrades/plug-ins added to the application once installed.
[ top ]
- GridContainers
- Supported:
- We will monitor and maintain all aspects of the Grid Containers. If a failure occurs, outside of application usage, we will restore availability as soon as humanly possible.
- Customer Responsibility:
- You are responsible for maintaining your scripts/applications to work inside the confines of your container. Container upgrades are available in the event you need more resources for your application(s).
[ top ]
- (dv) Dedicated-Virtual Server and (dpv) Nitro
- Update Option Program (UOP):
- Not Enrolled in UOP:
All new (dv) Dedicated-Virtual Server customers are pre-enrolled in the UOP. Upon first entering the Account Center control panel, customers are given the choice to un-enroll from the UOP. If you ARE NOT enrolled in the UOP you may update your servers at will but are only eligible for support regarding:
- Network availability.
We will ensure that the server has a reachable network address and is accessible from major Internet carriers.
- Hardware.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components, and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner.
- Plesk license.
We will ensure that the Plesk license associated with your server is up to date and functional. Should your Plesk license become invalid we are responsible for reinstating your license as soon as humanly possible.
[ top ]
- Enrolled in UOP:
You must be enrolled in the Update Option Program (UOP) to be eligible for standard support as detailed below. Enrollment in the UOP is optional, all (dv) Dedicated-Virtual Servers are enrolled by default.
For more information regarding the Update Option Program, please review this KB Article: http://kb.mediatemple.net/article.php?id=097
- Supported
- Installation.
Successful installation of a (dv) Dedicated-Virtual Server instance on a physical server with an associated dedicated IP address. We will ensure that the IP address is responsive and is accessible from major Internet carriers.
- Hardware.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components, and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner.
- Software versions.
We will maintain a best practice to ensure that our software is secure and free of exploits and vulnerabilities. We will control and determine the version of software used on our hosting services. It is important for us to utilize the most stable versions of software to use with our global provisioning standard for (dv) Dedicated-Virtual Server products. As a result, the software we have deployed may not always be the latest version available.
- Customer responsibility:
- Internet Training.
We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, and FTP. We strongly encourage you to familiarize yourself with our products by using the Knowledge Base.
- Operation of common services.
We will monitor and ensure that all basic services are working, such as email, web serving, FTP, AccountCenter, and Plesk control panel. We will gladly perform manual checks for you should you feel your service is not working as intended.
- Data Backup.
You are responsible for maintaining current backups of all your important data. We provide you with two standard options as backup solutions - The (dv) Snapshot-Backups add-on and the (free) Backup Utilities component of the Plesk control panel. Although we do support both of these items, it is ultimately your responsibility to use these tools in order to have the appropriate backups that you need. We like to stress this point because backups are only useful if they're performed regularly and consistently.
- DNS/Domain names.
We will not automatically transfer or modify your domain names to use our service. You are responsible for using the support services provided by your domain registrar for any assistance relating to name transfers and name server modifications. You may also choose to have your domain transferred to our authority by submitting a request via the Account Center. Once your transfer has been completed you can then edit your name servers in the AccountCenter.
- Domain name change.
You can change the domain name associated with your (dv) Dedicated-Virtual Server; however you are responsible for modifying any and all path names in any scripts or applications to reflect this change. In cases of a primary domain change, we are responsible for updating the PTR record for your server's IP address. This is supported by means of submitting a support request.
- Scripts and Applications.
Due to the quantity and ever-changing complexity of internet software, it simply isn't feasible for us to know the details of how all the applications your running work. You are fully responsible for the installation and correct operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications. This is a policy that we must strictly adhere to.
[ top ]
- Plesk Control Panel
- Supported:
- Installation.
We will automatically install our most recent version of Plesk onto your (dv) Dedicated-Virtual Server. We will ensure at the point of installation that Plesk is functional. Should you severely mis-configure the installation of Plesk we will re-install the software to its default state at your request. Please keep in mind that this will lead to complete data loss.
- Bugs and Feature Requests.
We will relay any discovered bugs in Plesk to the creators of the software, SWsoft (http://www.swsoft.com). We will also relay, by your request, any feature requests to be considered for future releases. We will only transmit bug reports and feature requests to the creators of the software and will not be responsible for relaying the status or update of any such bug or feature request.
- Version updates.
We may at times automatically install a new version of Plesk for you. Should an immediate update be required resulting from a security issue, we will make every effort to notify you of this update, but are not obligated to.
- Plesk License.
We will ensure that the Plesk license associated with your server is up to date and functional. Should your Plesk license become invalid we are responsible for reinstating your license in a reasonable time-frame.
- Customer responsibility:
- Features and Usage.
You are responsible for understanding the features of the software, documentation, and help files associated with the Plesk software. You are also responsible for creating and configuring clients, domains and users.
- Plug-ins.
You are responsible for installing and administrating third-party plug-ins for Plesk. Should you cause Plesk to malfunction or become unusable as the result of using a plug-in, you may request that we reinstall Plesk only. You will be responsible for restoring any data in the event of a re-install.
- Email client configuration.
We can assist you in setting up an email account with your client software such as Microsoft Outlook or Apple Mail with the most basic server settings. We cannot assist you in any advanced configuration or troubleshooting such as spam filtering, message rules, etc. In other words, we can assist you with your initial setup but not the usage of said program.
- FTP client configuration.
We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software. We will do our best to help you make a connection using the steps outlined in our Knowledge Base articles.
- SSL configuration.
We will do our best to assist you with the installation of 3rd party SSL certificates, but we cannot guarantee successful installs if we are given incomplete or wrong information. We strongly encourage you to work with your SSL provider towards a resolution. We do however offer installation and full support of QuickSSL certificates that are purchased through us.
- Application Vault.
We are not responsible for installation, configuration, or version control of any applications provided by Plesk’s application vault. We strongly suggest consulting the actual developer of 3rd party software when attempting to run said applications on server. Some packages in the Application Vault may be out of date, thus potentially vulnerable to security exploits. Please keep this fact in mind when using this component of the Plesk software.
[ top ]
- (dp) Dedicated-Server & (cx) Complex Hosting
*For any and all support requests, Administrator login credentials must be provided.
- Supported:
- Network availability.
We will ensure that the server has a reachable network address and is accessible from major Internet carriers.
- Hardware.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components, and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner.
- Customer Responsibility:
- Internet Training.
We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, and FTP. We strongly encourage you to familiarize yourself with our products by using the Knowledge Base.
- Operation of common services.
We will monitor and ensure that all basic services are working, such as email, web serving, FTP, AccountCenter, and Plesk control panel. . We will gladly perform manual checks for you should you feel your service is not working as intended.
- Data Backup.
You are responsible for maintaining current backups of all important data.
[ top ]
- (ss) Shared-Server
- Supported:
- Installation.
Successful installation of a (ss) Shared-Server instance on a physical server with an associated dedicated IP address. We will ensure that the hosting service configured at this IP address is responding and is accessible from major Internet carriers.
- DNS zone file.
DNS zone files translate your IP address to your domain name. We will make sure to provide you with a zone file that will work for common web hosting uses such as www and mail when using (mt) Media Temple name servers. At any time you can revert to a default zone file should you mistakenly edit your own.
- Operation of common services.
We will monitor and ensure that all basic services are working, such as email, web serving, FTP, and your WebControl panel. We will gladly perform manual checks for you should you feel your service is not working as intended.
- Software versions.
We will maintain a best practice to ensure that our software is secure and free of exploits and vulnerabilities. We will control and determine the version of software used on our hosting services. It is important for us to use the most stable software versions on our servers, especially in a shared hosting environment. As a result, the software we have deployed may not always be the latest version available. If you wish to update or control the version of server software being used you should consider using the (dv) Dedicated-Virtual Server as an alternative or consider migrating to our (gs) Grid-Service platform, which has replaced this legacy hosting product.
- Hardware.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner.
- Customer responsibility:
- Internet Training.
We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you have a basic understanding of Internet concepts such as DNS, email, and FTP. We strongly encourage you to familiarize yourself with our products by using the Knowledge Base.
- Data Backup.
You are responsible for maintaining current backups of all your important data. We maintain our own data backups for any given server in the event of disaster; however we do not guarantee the availability or restoration of any lost data. Should you request restoration of any lost data, should it exist, a minimum fee of $125.00 an hour will automatically be charged to your account. In the event that your data loss was our fault we would waive any associated fees.
- DNS/Domain names.
We will not automatically transfer or modify your domain names to use our service. You are responsible for using the support services provided by your domain registrar for any assistance relating to name transfers and name server modifications. You may also choose to have your domain transferred to our authority by submitting a request via the Account Center. Once your transfer has been completed you can then edit your name servers in the AccountCenter.
- Domain name change.
You can change the domain name associated with your (ss) Shared-Server; however you are responsible for modifying any and all path names in any scripts or applications to reflect this change.
- Email client configuration.
We can assist you in setting up an email account within your client software such as Microsoft Outlook or Apple Mail with the most basic server settings. However, we cannot assist you in any advanced configuration or troubleshooting such as spam filtering, message rules, etc. In other words, we can assist you with your initial setup but not the actual operation of the program.
- FTP client configuration.
We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software. We will do our best to help you make a connection using the steps outlined in our Knowledge Base articles.
- Scripts and Applications.
Due to the quantity and ever-changing complexity of internet software, it simply isn't feasible for us to know the details of how all the applications your running work. You are fully responsible for the installation and correct operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications. This is a policy that we must strictly adhere to.
- SSL configuration.
We will do our best to assist you with the installation of 3rd party SSL certificates, but we cannot guarantee successful installs if we are given incomplete or wrong information. We strongly encourage you to work with your SSL provider towards a resolution. We do however offer installation and full support of GeoTrust QuickSSL certificates that are purchased through us.
[ top ]
- Alternate Domains
- Supported:
- Installation.
Should you need an additional alternate domain, we will add a single DNS zone file entry for the selected domain name pointing the IP address of your primary (ss) Shared-Server service.
- Customer responsibility
- Usage.
You are responsible for making any necessary domain name transfer or name server modifications for the selected domain name to use our services. You are also responsible for creating the directory structure and content needed for the alternate domain name to function.
[ top ]
- Movable Type Add-On
NOTE: [This section only applies to existing installations of the legacy Movable Type add-on. It does not apply to installations that you've performed yourself. We no longer offer this as a paid add-on.]
- Supported:
- Installation.
We will automatically install a reasonably current version of Movable Type onto your (ss) Shared-Server service. We will ensure at the point of installation that the Movable Type software is functioning properly. We will also install one additional MySQL database for the sole purpose and use of the Movable Type software. Should you severely mis-configure the installation of Movable Type we will reinstall the software to it's original state.
- Bugs and Feature Requests.
We will relay any discovered bugs in the Movable Type software to the creators of the software, Six Apart (http://www.sixapart.com). We will also relay any feature requests to be considered for future releases at your request. We will only transmit bug reports and feature requests to the creators of the software and will not be responsible for relaying the status or update of any such bug or feature request.
- Customer responsibility:
- Features and Usage.
You are responsible for understanding the features of the software, documentation, and help files associated with the Movable Type add-on software. You are responsible for creating and publishing your own content.
- Customization and Backups.
You are responsible for any customizations made to the Movable Type add-on software. We can only reinstall Movable Type to it’s original state. You would be responsible for restoring your own personalized content at that point. Please make sure to keep backups whenever you can.
- Plug-ins.
You are responsible for any third-party plug-ins for the Movable Type software. Should they cause Movable Type to malfunction or to become unusable, you may request that we reinstall the software only [ top ]
|
