The following document outlines the scope and limitation of support for each product that GearHost ("Provider") offers. Because web hosting service by nature relies on a combination of customer supplied client software and third-party products it is important to define what is supported by our company and what is the responsibility of the customer and/or third-party software vendors.
Provider Supported
Installation. Successful installation of a hosting account instance on a physical server with an associated dedicated IP address. Provider will ensure that the IP address is pinging and is accessible from major Internet carriers.
DNS Information. Provider will ensure that correct DNS information is properly entered with the correct IP address into provider's primary and secondary DNS nameservers for the domain name selected by the customer.
Common Services. Provider will monitor and ensure that all basic services are fully operational such as the email service, web server service, FTP service, GearPanel control panel service. Should customer believe that one of the services is non-operational - the customer may request the provider to perform a series of checks and diagnostics to ensure the services are operational. If a failure is detected, Provider is responsible for restoring the service in an immediate and reasonable time-frame.
Software Versions. Provider will maintain a best practice to ensure that the software needed for the email service, web server service, FTP service, GearPanel control panel service is secure and free of exploits and vulnerabilities. Provider will control and determine the version of software used which may not always be the most current feature release desired by the customer. Customers wishing to update or control the version of server software being used should consider using a Dedicated Web Hosting service as an alternative.
Hardware. Provider will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, Provider will replace any faulty hardware in an immediate and reasonable time-frame. Provider will maintain an inventory of replacement components, and/or service contracts with hardware vendors to ensure that faulty hardware will be replaced in timely manner.
Customer Responsibility
Internet Training. Provider does not provide training or educational services to customers regarding basic operation of Internet technology and concepts. It is expected that the customer will have a basic understanding of Internet concepts such as DNS, Email, and FTP.
Data Backup. Customer is responsible for maintaining current backups of data including web, email and database data. Provider will maintain data backups of its own for any given server; however provider does not guarantee the availability or restoration of any lost data. Should customer request restoration of any lost data, should it exist, a minimum fee of $50.00 will be charged to customer's account. An additional fee of $85.00 per hour be incurred for data restoration assistance that is prolonged for over one hour.
Domain Names. Customer is responsible for using the support services provided by their domain registrar for any assistance relating to domain name transfers and nameserver modifications unless the domain name was purchased directly through GearHost.
Domain name change. Customer may elect to change the domain name associated with their hosting account; however the customer is responsible for insuring any and all path names in any scripts or applications are updated to reflect the requested change.
Scripts and Applications. Customer is fully responsible the installation and correct operation of any and all ASP, .NET, CGI, PERL, and PHP scripts. Provider will not troubleshoot or provide any support relating to malfunctioning scripts or applications. Provider will ensure that its servers are fully functional and are able to execute scripts for general purpose only.
Client Configuration. Provider will not provide extensive troubleshooting, phone support, ticket or email support relating to the successful configuration of the customer's computer and email or FTP client software. Provider will ensure that the email server and FTP server, respectively, it provides is operational only.