|
Tier 1 support is offered free for the life of your account via our online trouble ticket system.
Toll-Free Tier 1 support is offered during regular support hours (M-F 9am to 9pm CST, Sat-Sun 9am to 5pm CST) only for the first thirty (30) days, after which time all Tier 1 support via telephone will be billed at $1 per minute with a 15 minute minimum.
The following are covered by Tier 1 support:
E-Mail Support
HitSites will provide assistance in configuring your e-mail client to be used with HitSites Hosting Accounts. We will provide you with the
username and password required to send and receive mail as well as the proper incoming (POP3) and outgoing (SMTP) server names or IPs.
HitSites will provide configuration assistance for the following e-mail clients:
- Microsoft Outlook
- Microsoft Outlook Express
- Netscape Messenger
- Eudora Lite
- Eudora Pro
E-mail client support is limited to providing you with the correct login and account information to use to send and receive e-mail for your HitSites Hosting Account. HitSites will verify the proper functionality of your account to make sure that mail can be sent and received.
We will verify account your configuration options and verify that you are able to connect to our servers. HitSites will not troubleshoot email problems related to network connectivity or localized network outages. For network connectivity problems, we recommend you contact your ISP or upstream provider.
HitSites does not provide support for the installation or usage of the above e-mail clients. We recommend that you contact the software vendor for any installation or usage questions you may have.
You are free to use an e-mail client of your choosing. However, if this client is not on our list of supported email clients, we will only be able to provide you with account configuration information (username, password, incoming and outgoing mail servers). We will not be able to provide specific step-by-step information on how to configure a non-supported client.
back to top
Publishing Your Web Site: FTP & FrontPage
Microsoft FrontPage 98 & 2000
All HitSites Hosting Accounts support Microsoft FrontPage 98 and 2000 Server Extensions. If your account is configured with FrontPage Server Extensions, you can use the Microsoft FrontPage software to publish your Web site.
FrontPage server extensions can be added, removed, and configured through your
H-Sphere Interface. For assistance with this functionality please use our CyberSupport link to contact a customer care representative, or view our online F.A.Q. for specific instructions.
HitSites will provide you with the information necessary to connect to our servers with FrontPage including a username and password, a URL and/or a domain name or IP. If you have trouble publishing your Web site, HitSites will verify that your account information is correct and that you have properly configured your FrontPage software. HitSites will
verify that the extensions work correctly and that we are able to successfully publish to your site.
HitSites will verify that you are able to connect to your servers. However, we will not troubleshoot FrontPage problems related to network connectivity or localized network outages. For network connectivity problems, we recommend you contact your ISP or upstream provider.
HitSites does not provide support for the installation or usage of the Microsoft FrontPage client software. We recommend that you contact the software vendor for any installation or usage questions you may have.
The Microsoft FrontPage client software is NOT included with FrontPage enabled Hosting Accounts.
If you have Microsoft FrontPage server extensions on your Hosting Account, you may optionally use FTP to publish your files. If this is the case, please also review our FTP section below.
back to top
FTP
HitSites will provide you with the information necessary to connect to our servers with FTP. This includes providing you with the correct username, password, and IP or domain name of your FTP server.
HitSites will provide configuration assistance for the following FTP clients:
FTP client support is limited to providing you with the correct login and account information to use to upload and download files to and from our servers as well as the proper directory locations to places CGI scripts and files for your website. HitSites will verify the proper functionality of your account to make certain that files can be successfully transferred.
We will verify account your configuration options and verify that you are able to connect to our servers. HitSites will not troubleshoot FTP problems related to network connectivity or localized network outages. For network connectivity problems, we recommend you contact your ISP or upstream provider.
HitSites does not provide support for the installation or usage of the above FTP clients. We recommend that you contact the software vendor for any installation or usage questions you may have.
You are free to use an FTP client of your choosing. However, if this client is not on our list of supported FTP clients, we will only be able to provide you with account configuration information (username, password, FTP server name). We will not be able to provide specific step-by-step information on how to configure a non-supported client. You should contact the software vendor if you have installation or usage questions.
back to top
Web Browser Support
HitSites will provide you with a URL containing the domain name and or IP used to access your Web site.
HitSites will provide you with a username and password and URLs to access the reports and administrative sections of your Web site. If you are unable to access the reports or administrative area of your Web site, HitSites will verify or change usernames and passwords.
We recommend that you use an accepted and common Internet web browser such as Netscape Navigator or Communicator or Microsoft Internet Explorer. If using either of these browser, we recommend a version greater than 4.0. However, you free to use any browser that you like.
If you have trouble accessing your Web site, HitSites will verify that your site is working properly and is accessible to the outside world. HitSites will not troubleshoot problems related to network connectivity or localized network outages. For network connectivity problems, we recommend you contact your ISP or upstream provider.
HitSites will not provide support for the installation or usage of any Web browsers. We recommend that you contact the software vendor for these support issues.
back to top
HTML Support
HitSites can help you with the proper syntax for using server-side include (SSI) commands as well as help in referencing CGI programs from your HTML. HitSites will provide configuration information should your CGI need to call command interpreters (such as Perl) or external programs (such as sendmail).
HitSites does not provide support for HTML syntax, formatting, or layout. If you need help with HTML or CGI programming, please contact the HitSites Sales Department. These development services are available for an hourly charge.
back to top
Account Information
HitSites will provide you with all the account information that is necessary for accessing your web site. This includes, but is not limited to, usernames and passwords, IP addresses and domain names, and Web site URLs.
HitSites will change or help you change your account administrative contact and billing information.
HitSites will change or help you change your password.
HitSites will verify the identity of the person requesting any changes. If administrative, billing, or technical contacts change for your account, it is your responsibility to notify HitSites of these changes.
HitSites will not change account information such as passwords or domain names if you are not listed as an administrative or technical contact.
back to top
DNS & Domain Name Issues
HitSites will register or modify domains and name servers
through HitSites Doamin Registration Services. We will provide detailed instructions for this registration or modification process. If your domain is not registered with HitSites, we can provide necessary information for other major registrations including nameserver hostnames and IP addresses and technical contact information. If you did not register your domain name with
HitSites, it will be your responsibility to make sure the domain name is transferred to HitSites's nameservers.
HitSites will not register or modify domains with WorldNIC
or other registrars. HitSites will not register or modify domains or name servers with foreign registrars. HitSites will only register or modify domains and name servers that are registered with
HitSites.
HitSites will check if your domain is registered and paid for. HitSites will check root name servers to verify that the Internet is receiving correct DNS information for your domain. HitSites will provide DNS services for your domain. We will verify DNS information through external name servers.
HitSites will attempt to identify localized DNS problems. However, we will not contact third parties (ISPs) to remedy these localized DNS issues.
As an additional paid service, HitSites will perform bulk registrations or bulk DNS additions for larger numbers of domains. This service will only be performed for domains registered with
HitSites.
back to top
Basic CGI & ASP Script Support
HitSites will provide basic support for preinstalled scripts including how to use and how to configure these scripts.
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.
back to top |
