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- The Technical contact on file with VPS Hosting is the first line of support for their customers. The VPS Hosting support staff is always available to our technical contact customer only, and the VPS Hosting support staff cannot work directly with the customers or employees of our technical contact on file. Such requests will be billable as additional technical support administration at the rate of $50.00/hour with a minimum billing increment of 1/2 hour on a per incident basis.
- The VPS Hosting support staff is largely responsible for supporting the technical contact on file (and, indirectly, their customers and/or employees) by isolating specific problems that may be encountered while using our Servers. However, the VPS Hosting support staff cannot and will not focus large amounts of time fulfilling programming-specific requests (this includes, but is not limited to CGI script, debugging, SQL, PL/SQL, Java, DDLs) or customizing the Server or any related programs in any way for the customer or his or her customers. Our support staff will only troubleshoot specific programming problems which may be encountered insofar as they are related to installation and configuration in the Server environment.
- The VPS Hosting support staff will troubleshoot specific programming problems that may be encountered insofar as they are related to installation and configuration in the Server or database environment. However, the VPS Hosting support staff will not offer technical support for third-party vendor products that are not documented on VPS Hosting' Web site. If Customer or its customers/employees have a problem related to such third-party applications which is not specific to installing or running the program on one of VPS Hosting' Servers, customer must refer its questions to the vendor of the affected program.
- The VPS Hosting support staff may be able to offer recommendations and direct the customer to the necessary resources that will allow them to create what is necessary for their express purposes. However, please keep in mind that we offer technological expertise with our Servers and not web development or other companies products. The product you are purchasing from VPS Hosting is the server environment itself, not applications, programs or scripts you may run in the environment.
- Support Request Response Expectations
Our Customer Service and Technical Support staff are available to all our Resellers, and respond to 90% of all incoming requests within the first 12 hours.
- DNS Zone Files
We reserve the right to remove DNS zone files for domain names that are no longer hosted on one of the accounts you have purchased from us. This includes the right to remove DNS zone files for “lame delegations” or domain names that are no longer registered.
- VPS Hosting Acceptable Use Policy
All customers and their respective customers and employees must comply with VPS Hosting' Acceptable Use Policy (AUP) and terms of service agreement applicable to the account plan for which you have. VPS Hosting may at it's full discretion terminate any accounts which fail to comply with the published VPS Hosting AUP. The VPS Hosting acceptable use policy may be amended from time to time by VPS Hosting and is effective upon posting of the revised policy on the VPS Hosting site. You may wish to review the VPS Hosting Acceptable Use Policy at this time.
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