Policies and Agreements

dotPH Statement of Support



  1. Overview

    As dotPH adds new features and services for you, and as you add new third-party applications and software, we want to let you know what support services dotPH provides and what it does not. This Statement of Support is not intended to be a binding agreement by either you or dotPH and is merely intended to specify some of the proposed guidelines of dotPH’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of dotPH without prior notice.

  2. Description of Support Services

    A. Overall Guidance

    Supported

    • Purchasing or renewing dotPH products
    • Setting up dotPH 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 dotPH products

    Not Supported

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

    C. G Suite

    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 (limited to popular email clients)
    • 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
    • Adding and removing licenses

    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. Microsoft 365

    (formerly Office 365)

    Supported

    • Purchasing or renewing Microsoft 365 accounts
    • Explaining Microsoft 365 features and benefits
    • Activating user accounts (mailboxes)
    • Configuring domain name to use Microsoft 365
    • Configuring supported email clients
    • Trobleshooting mail flow
    • Troubleshooting third-party email clients' email connectivity
    • Installing Microsoft 365 software on supported systems
    • Connecting supported versions of Microsoft Office to OneDrive for Business
    • Diagnosing system failures, errors, and degradations. Escalating to Microsoft, if required.
    • Helping you with the getting started basics (sending email from OWA, uploading file to OneDrive for Business)
    • Migrating from eligible Workspace IMAP accounts using the dotPH migration service

    Not Supported

    • Training you on using Microsoft 365 (writing Excel formulas, creating PowerPoint animations, etc.)
    • Migrating to Microsoft 365 using backups (PST export/import) or other third-party services
    • Administering Exchange
    • Administering SharePoint
    • Troubleshooting non-connectivity issues with third-party email clients
    • Troubleshooting network connections
    • Changing email account passwords

    E. Web Design Service

    Supported

    • Purchasing or renewing the dotPH Web Design Service
    • Explaining Web Design features and benefits
    • Launching your website
    • Creation of website mockup
    • Adding content to your website (copy, images, video)
    • Uploading content to add to your website
    • Customizing images (quality, color, size, aspect ratio)
    • Deleting or adding web pages
    • Deleting or adding content (words and pictures)
    • Connecting your social media channels to your website

    Not Supported

    • Customizing website templates
    • Adding custom code (HTML, JavaScript, CSS) to your website
    • Getting ranked on search engines
    • Troubleshooting network connections
    • Adding third-party applications to Websites + Marketing

    F. 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 supported control panel
    • Backing up a database or website
    • Providing you the steps to migrate your hosting
    • Installing a free dotPH SSL Certificate on dotPH shared hosting primary domains only
    • Assisting on how to create email accounts
    • Providing basic settings for your email client

    Not Supported

    • Any client, script, application or content installed by Customer
    • Control panel (cPanel/WHM) plugins & add-ons
    • Applications in the cPanel Application Catalog
    • Installing third-party SSL certificates
    • Installing a free dotPH SSL Certificate on dotPH 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 server, 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 5 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. 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 dotPH SSL certificate on qualified dotPH products
    • Updating and patching core operating system
    • Backing up content and data on server

    Not Supported

    • Troubleshooting any client, script, application or content installed by customer
    • Control panel (cPanel/WHM) plugins & add-ons
    • Applications in the cPanel Application Catalog
    • Training about the Internet
    • 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

    H. SSL Certificates

    Supported

    • Purchasing or renewing SSL Certificates
    • Explaining SSL certificates features and benefits
    • Installing your dotPH SSL on dotPH shared hosting for primary domains (not including command line or Tomcat SSL 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
    • Generating a CSR on third-party servers
    • Generating a CSR on virtual and dedicated servers

    Not Supported

    • Exporting SSL certificates to be used on multiple servers
    • Providing instructions on how to install a dotPH SSL certificate on third-party servers
    • Installing a free dotPH SSL Certificate on dotPH shared hosting for add-on domains
    • Installing third-party SSL certificates
    • Training about HTML, PHP, or JavaScript

    I. Private Registration

    Supported

    • Hiding registrant information in WHOIS Database
    • Editing domain information online
    • Following GDPR standards

    Not Supported

    • Enabling/disabling Private Registration in Domain Manager