Statement Of Support

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

Payment Form

Enter the payment details and submit