At SurfSpeedy, we are committed to providing a level of support that matches the high quality and availability of our world-class web hosting services. As specialists in our industry, our professional customer service and support representatives understand the needs of our clients and strive to exceed their support expectations. We understand the importance of our services in our customers' businesses, and we always work to help our clients succeed by providing the very highest quality of support.

To ensure that our customers are receiving consistent, rapid, and high quality support, we have developed a set of guidelines to purposefully define the boundaries of support as offered by our support team. This document, which clearly states the supported services we provide and outlines all supported products and applications, will serve as the baseline for the support you will receive from SurfSpeedy.

We will always do our best to assist you in resolving any issue that you may have, either by providing hands on support for an issue specifically related to the services that we provide, or by attempting to provide you with relevant information as available on our support site.

Due to differentiation of our products, each product class will be defined below with its level of support. Any items that are not mentioned will then be assumed to be the responsibility of the customer. For your convenience, our support site provides links to third-party documentation as well as articles written by our staff with guidance on these rare and unusual cases; these articles will be identified with labels stating that they are being provided for your convenience only. Additionally, we invite our customers to ask questions and share solutions with others on our customer forums, which are not moderated by our staff.

If you have any questions regarding our services, the scope of our support, or a particular issue which you encounter during the use of our services, we welcome you to contact us so that we may assist you.

Our business depends on your satisfaction, and we know that your business depends on our quality of service; it is our primary goal to insure that you receive the best service possible, and we hope that you will find our support website, as well as our staff, to be a trusted resource when growing your business online.

Our Responsibilities:
Shared Hosting
VDS Hosting
VPS Hosting
Domain Name Registration

Shared Hosting

• Our responsibilities
• Account setup
• We will make sure that your web hosting account is setup and is accessible from the internet at the IP address assigned to your account. We will also ensure that your control panel is accessible and that all features included in the control panel are working properly at the time of setup.
• Hardware and connection
• We will monitor and maintain all aspects of the server hardware, and in the event of a hardware issue, we will make every effort to resolve the problem as quickly as possible. Through our pre-planned hardware recovery model, we are prepared to handle any issue we encounter via our pre-loaded hot spare servers and our contracts with outside vendors will assist in address any remaining issues.
• Common services
• We will monitor common services to ensure that they are working properly, such as email, FTP, web serving and access to your Customer Manager and hosting control panel. At your request we will re-verify that these services are working properly on your account.
• Software versions
• We will make every effort to update the versions of software we offer, however we will not release software that is in beta, or software that has not been proven to be compatible with our existing hosting solution.
• DNS/Domain Names
• We will provide each of our customers with our domain name servers for your use. Once the domain name is pointing to our servers, we will ensure that your domain name will resolve to the correct destination.
• Included applications, application vault / Fantastico
• We will provide each of our customers with a list of applications which are available through the Application Vault in your Plesk control panel, or through Fantastico in your cPanel control panel. We will ensure that each of these applications can be installed ‘error free’ on your hosting plans and will be available for your general use.
• Shared Reseller Plans
• If you have a Reseller Plan, we will ensure that you are also able to add/remove/manage your hosting plans through the Web Host Manager control panel.

VDS Hosting

• Our responsibilities
• Account setup
• We will make sure that your VDS web hosting account is setup and is accessible from the internet at the IP address assigned to your account. We will also ensure that your VDS Manager is accessible and that all features included in the VDS Manager are working properly at the time of setup.
• Hardware and connection
• We will monitor and maintain all aspects of the server hardware, and in the event of a hardware issue, we will make every effort to resolve the problem as quickly as possible. Through our pre-planned hardware recovery model, we are prepared to handle any issue we encounter via our pre-loaded hot spare servers and our contracts with outside vendors will assist in address any remaining issues.
• Common services
• At the time of account setup, we will ensure that http and mail services are available and running on your VDS. We will monitor common services to ensure that they are working properly, such as email, FTP, web serving and access to your Customer Manager and hosting control panel. At your request we will re-verify that these services are working properly on your account.
• Software versions
• We will make every effort to update the versions of software we offer, however we will not release software that is in beta, or software that has not been proven to be compatible with our existing hosting solution.
• DNS/Domain Names
• We will provide each of our customers with our domain name servers for your use. Once the domain name is pointing to our servers, we will ensure that your domain name will resolve to the correct destination.
• Included applications, Value Applications
• We will provide each of our customers with a list of applications which are available under the Value Applications in your VDS Manager. We will ensure that each of these applications can be installed ‘error free’ on your VDS hosting plan and will be available for your use.
• VDS Reseller Plan
• If you have a VDS Reseller Plan, we will ensure that you are also able to add/remove/manage your hosting plans through the Reseller Manager and that this panel will be available for your normal use.

VPS Hosting

• Our responsibilities
• Account setup
• We will make sure that your VPS plan is setup and is accessible from the internet at the IP address assigned to your account. We will also ensure that your Power Panel is accessible and that all features included in the Power Panel are working properly at the time of setup.
• Hardware and connection
• We will monitor and maintain all aspects of the server hardware, and in the event of a hardware issue, we will make every effort to resolve the problem as quickly as possible. Through our pre-planned hardware recovery model, we are prepared to handle any issue we encounter via our pre-loaded hot spare servers and our contracts with outside vendors will assist in address any remaining issues.
• Common services
• At the time of account setup, we will ensure that your VPS is functioning and available for your use. At your request we will re-verify that services, such as email, FTP, web serving and access to your Customer Manager and Power Panel are working properly on your account.
• Plesk / cPanel Control Panel
• If you have requested to add either Plesk or cPanel to your VPS plan, we will ensure that the service is installed properly at the time of setup and will be available for your use. All licenses associated with the use of Plesk or cPanel will be our responsibility to maintain and ensure are in working order.
• We will ensure that you are also able to add/remove/manage your hosting plans through the Web Host Manager and that this panel will be available for your normal use.
• Included applications, application vault / Fantastico
• We will provide each of our customers with a list of applications which are available through the Application Vault in your Plesk control panel, or through Fantastico in your cPanel control panel. We will ensure that each of these applications can be installed ‘error free’ on your hosting plans and will be available for your general use.

Domain Name Registration

• Our responsibilities
• Account setup
• We will ensure that your domain name is registered for the selected term and that the additional services, including DNS Management, Email Management and Site Builder are all available and working for your domain name.
• Domain Name Renewal
• We will send notifications to the email address on file for your account to alert you to the pending expiration of your domain name up to 30 days prior to the expiration of your domain.