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ASP Component Installation:
Components will first be
installed on our test servers and run for a period of no less than
one (1) week to judge reliability and compatibility with existing
components, programs, etc., and to be tested for security issues.
Installation of ASP components will be performed at $135 per hour.
Once a component has been successfully installed and tested on the
web server and judged to be working appropriately, HitSites will
offer standard paid support of the component at a rate of no less
than $60 per hour for online assistance and $135 per hour for emergency
or telephone support.
Server Reboots:
All accounts are
allotted two (2) off-peak server reboots per month. Any additional
reboots or peak-time reboots will be billed at $50 per incident.
Holiday surcharges may apply.
HitSites will NOT bill you for a problem
that is currently under diagnosis by our Support Staff or that is
related to faulty hardware.
Script Debugging
HitSites will provide
information about our servers' configuration that you may need to
correctly configure your own scripts. If you need assistance in
configuring or installing, modifying, customizing, or
troubleshooting your scripts, please contact the HitSites Sales
Department. These advanced technical services are available for an
hourly fee.
HitSites will check the
file permissions on your scripts to verify that they will execute
correctly. We will verify that your script has been correctly
uploaded and that your script references the correct program
interpreter (such as Perl). We will verify that the script
interpreters and any installed modules are working properly. We will
assist you in accessing error logs to obtain any information logged
by your scripts.
HitSites will not
install third party scripts as a Tier 1 Support Service. HitSites
will not trouble shoot, debug, or program scripts as a Tier 1
Support Service. These services are available as a Paid Support
service
Site Restorations
Restorations from
backups are performed according to our Tier 2 Paid Support rates.
However, additional charges may apply depending on how soon you
require your backups or on how old of a file you need restored.
Additional surcharges may apply for off-hour or holiday
restorations.
When a restoration is
needed, the restoration job is placed into a queue and is performed
the next time the backup server and tape library are available.
Normally, restorations can be performed the same day but may take as
long as three business days. When you request a restoration, we can
provide you with an estimated restoration time.
If our backup server and
tape library are currently performing a backup operation, we may not
be able to restore your files until the backup operation is
completed.
For emergency
restorations that require interrupting a running backup:
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If an incremental backup
must be interrupted for the restore, the first hour of time is
billed at $250. |
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If a full backup is
interrupted, the first one hour time period is billed at $500.
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To interrupt a running
Off-Site Backup, the first one hour time period will be billed at
$1000. |
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If you require very old
files, we may need to restore these files from an Off-Site Backup.
Because of required overhead, restoring files from an Off-Site
Backup imposes a $2500 first hour charge plus $500 per hour for any
time beyond the first hour. |
Resold Customer
Support
Resellers are the first
line of support for their customers. Our Support Staff is always
available to our Resellers, but we cannot work directly with the
customers of our Resellers. Our Support Staff is largely responsible
for supporting the Resellers and their customers by isolating
specific problems that may be encountered while using our services.
Realistically, our
Support Staff cannot and will not focus large amounts of time
fulfilling programming-specific cgi script requests (this includes
debugging). Our Support Staff will troubleshoot specific programming
problems which may be encountered insofar as they are related to
installation and configuration in the service environment.
Our Support Staff can
offer recommendations and direct the Reseller to the necessary
resources that will allow them to create what is necessary for their
express purposes.
Please see the detailed
information about our service tiers by clicking the links below.
Tier 1 |
Tier 2 |
Tier 3 |
