Statement Of Support

1. Overview

As OV International Services Private Limited 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 OV International Services Private Limited 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 OV International Services Private Limited and is merely intended to specify some of the proposed guidelines of OV International Services Private Limited’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of OV International Services Private Limited 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 OV International Services Private Limited products
Setting up OV International Services Private Limited 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 OV International Services Private Limited products

Not Supported:

Modifying zone files to work with non-OV International Services Private Limited products
Configuring advance zone files
Troubleshooting third-party DNS zone file records

C. OV International Services Private Limited 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. Website Builder.

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

E. 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

F. 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 OV International Services Private Limited SSL Certificate on OV International Services Private Limited 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 OV International Services Private Limited SSL Certificate on OV International Services Private Limited shared hosting for add-on domains
Training about using the Internet²
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.}

^{2. 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.}

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 OV International Services Private Limited SSL certificate on qualified OV International Services Private Limited 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 OV International Services Private Limited SSL certificate on qualified OV International Services Private Limited 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

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.}

H. SSL Certificates.

Supported:

Purchasing or renewing SSL Certificates
Explaining SSL certificates features and benefits
Installing your OV International Services Private Limited SSL on OV International Services Private Limited 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 OV International Services Private Limited SSL certificate on third-party servers
Installing a OV International Services Private Limited SSL Certificate on OV International Services Private Limited shared hosing for add-on domains
Installing third-party SSL certificates
Generating a CSR on third-party servers
Generating a CSR on virtual and dedicated servers
Training about HTML, PHP, or JavaScript

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 OV International Services Private Limited 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 OV International Services Private Limited 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. 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