XReflow Limited STATEMENT OF SUPPORT

Last Revised: 9th July 2019

  1. Overview

XReflow continue to add new features and services for customers, and as customers add new third-party applications and software, it’s important that XReflow Limited are clear on what we as a company support, and indeed what we do not.

This Statement of Support is not intended as, and does not constitute, a binding agreement by either our customer or XReflow Limited, it is merely intended to specify some of the proposed guidelines of XReflow Limiteds support levels on various products and services we sell as a company. 

XReflow Limited have the right to change this document at any time without notice to customers.

Some of the products and services listed below, may not always be available.

  1. Support Services

Guidance on support from XReflow Limited

Supported:

Purchasing or renewing XReflow Limited products and/or services

Supporting the setting up of XReflow products

Showing customers how to use XReflow Limited products

Supporting access errors

Ensuring XReflow Limited systems are up and running

Creating websites and content (naming, drafting, building, publishing)

Not Supported:

Configuring and customizing your application settings (unless prior agreement with XReflow Limited has been put in place)

Troubleshooting network connection errors

Driving traffic to a customers website.

Teaching customers how internet code, servers, and connections work

Training about a customers computer, mobile device, or tablet (unless purchased from XReflow Limited or an agreement has been put into place prior)

Domain Names Purchased Through XReflow Limited

Supported:

Domain names - Registering or renewing

Setting up domain names for websites, hosting with XReflow Limited Servers and XReflow limited’s mail servers

XReflow Limited domain search manager tool

Managing domain names

Assistance on updating domain name contact information

Not Supported:

Configuring advance zone files

Troubleshooting third-party DNS zone file records

XReflow Limited Email.

Supported:

Purchasing or renewing email accounts

Explaining email account features and benefits

Showing you how to create email accounts

Making your domain name work with your email

Sending and receiving email on the web

Confirming email settings on your computer

Confirming email settings on your mobile device

Ensuring you can send and receive email

Not Supported:

Troubleshooting third-party email clients

Troubleshooting network connections

Changing email account passwords

Composing email messages

Creating email filters and folders

Importing and exporting .pst/.olm files

XReflow Limited Website Development

Supported:

Design during development

Purchasing or renewing a website

Explaining how to use Website

Explaining how to add/delete web pages

Explaining how to add/delete content (words and pictures)

Explaining how to connect social media accounts

E-commerce: Creation of shop in development

Explaining:

Online Store features and benefits

how to use Online Store

how to add/delete web pages

how to add/delete content (words and pictures)

how to add products to your store

where your shipping and payment options are

Not Supported (Unless purchased as a XReflow Limited service package):

Creating and deleting web pages (Ad-hock admin service available)

Adding content to your website (copy, images, video) (Ad-hock admin service available)

Customizing images (quality, color, size, aspect ratio) (Ad-hock admin service available)

Customizing Website templates (Ad-hock admin service available)

Adding custom code (HTML, JavaScript, CSS) to your website (Ad-hock coding service available)

SEO (SEO package available)

Uploading files to your website (Support package available)

Troubleshooting network connections

Adding third-party applications to a XReflow Limited Website

E-commerce Customers on-line store

Creating and deleting web pages (Ad-hock admin service available)

Adding content to your Online Store (copy, images, video) (Ad-hock admin service available)

Customizing images (quality, color, size, aspect ratio) (Ad-hock admin service available)

Customizing Online Store templates (Ad-hock coding service available)

Adding custom code (HTML, JavaScript, CSS) to your website (Ad-hock coding service available)

Configuring your shipping and payment options (Ad-hock admin service available)

Uploading files to your Online Store (Ad-hock admin service available)

XReflow Web Hosting/Business HostiXReflow Web Hosting/Business Hosting.

Supported:

Purchasing or renewing Shared Hosting

Explaining our Shared Hosting features and benefits

Provisioning your Shared Hosting Account

Making your domain name work with Shared Hosting

Identifying root cause of website performance issues1

Using our hosting control panels

Providing basic settings for your FTP client

Explaining how to upload files to your website

Installing third-party apps through your supported control panel

Backing up a database or website

Providing you the steps to migrate your hosting

Installing a SSL Certificate on shared hosting primary domains only

Creating email accounts

Providing basic settings for your email client

Not Supported:

Any client, script, application or content installed by Customer

Control panel (Parallels Plesk, or cPanel/WHM) plugins & add-ons

Applications in the Parallels Plesk Application Vault and/or cPanel Application Catalog

Installing third-party SSL certificates

Training about using the Internet3

Configuring your website’s SEO settings

Creating custom DNS zone files

Troubleshooting any third-party services

Helping with any root-level server customizations

Configuring your email client

Configuring your FTP client

Troubleshooting third-party domain registrations

Troubleshooting private name servers

Checking for cross-browser compatibility

Troubleshooting hacks due to customer-controlled vectors

  1. Identifying root cause of website performance issues - We will ensure that email, web serving, FTP, and your control panel are all functioning and accessible. The customer is fully responsible for the installation and correct operation of any and all scripts and applications. XReflow Limited do not troubleshoot or provide any support relating to malfunctioning scripts or applications.

**Data Backup **

The customer is responsible for executing and maintaining current data backups. Xreflow Limited maintain its own data backups for any given server only in the event of disaster. XReflow Limited typically have up to 30 days data retention available except on our cPanel hosting, which has one snapshot available within the past four days; however, XReflow Limited do not guarantee the availability or restoration of any lost data. Restoration of data can be requested from our Support Team

Security And Compromise

XReflow Limited will monitor your site for suspicious activity and protecting it against brute force and DDoS attacks.

Data Backup

The customer is responsible for carrying out and maintaining current data backups.

Migration Service

XReflow Limited offer a migration service to its customers. Whilst every effort is made to migrate to save all data, XReflow can not be held responsible for any data loss. It is strongly advised that a full back up is created before this service is requested - XReflow Limited can advise you with this.

XReflow Limited Virtual & Dedicated Servers.

Supported:

Purchasing or renewing servers

Explaining our server features and benefits

Resetting the root password

Provisioning your server in minutes

Troubleshooting network performance and uptime

Fully managed hardware

Accessing your server via root/administrative access

IF WE ONLY HAVE Fully-Managed:

Purchasing or renewing servers

Explaining our server features and benefits

Resetting root password

Provisioning your server in minutes

Troubleshooting performance and uptime

Fully managed hardware

Accessing Customer server via root/administrative access

Providing steps to migrate customer hosting

Installing SSL certificate

Updating and patching core operating system

Backing up content and data on back up server

Setting up your server

Setup - DNS &Domain

Content Migrations

Advanced Performance Analysis3

Apache Tuning

MySQL Tuning

Security Scan & Audit (SSA)

Intrusion Prevention

Custom Firewall Rules (iptables only)4

Application or Software Installs

Database Management

Malware & Blacklist Removal

PHP Version Upgrade

PHP Module Installation

Not Supported (Extra Support and Maintenance Package can be purchased prior for the following)

Troubleshooting any client, script, application or content installed by customer

Control panel (Parallels Plesk or cPanel/WHM) plugins & add-ons

Applications in the Parallels Plesk Application Vault and/or cPanel Application Catalog

Training about the Internet5

Configuring your website’s SEO settings

Configuring your email client

Configuring your FTP client

Checking for cross browser compatibility

Fixing hacks due to customer-controlled vectors

1 This does not include command line, Tomcat, or IIS SSL installations.

2 Managed Servers include the ability to run backups, but must be manually run. Fully Managed servers run backups every 10 days.

3 Additional fees may apply

4 Iptables rules such as opening port 3306 for direct MySQL access or blocking an IP from accessing the server.

5 We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, web, web browsers, FTP, and general computer literacy.

SSL Certificates.

Supported:

Purchasing or renewing SSL Certificates

Explaining SSL certificates features and benefits

Validating your SSL certificate

Resending SSL validation emails

Resolving common name conflicts

Diagnosing SSL web browser errors

Explaining how to modify your zone file for secure sites

Not Supported:

Exporting SSL certificates to be used on multiple servers

Installing third-party SSL certificates

Generating a CSR on third-party servers1

Generating a CSR on virtual and dedicated servers1

Training about HTML, PHP, or JavaScript

SEO Package

Supported:

Purchasing or renewing SEO Package

Tracking your rankings with reports

Adding, deleting, or editing your keywords, tags, phrases or page content

Researching and optimizing keywords

Sharing your content on social networks

Not Supported:

Providing SEO advice to get a customers site ranked number 1 on Google Page 1

Whilst XReflow en-devour to help your website rank higher we can not be held responsible for you not achieving rank 1 page 1 on Google.

Mail Servers

Supported:

Purchasing or renewing Mail server client

Setting up mail server account

Publishing sign up form code to website

Not Supported:

Any relation to a customers subscriber lists including:

Editing and troubleshooting

Cleaning, filtering, or modifying

Building email templates (Ad-hock admin service available)

Creating email content (copywriting, adding images, etc.) (Ad-hock admin service available)

Creating, editing, and troubleshooting custom HTML

Creating custom statistic reports

Contacting XReflow Limited Support:

XReflow Limited have a dedicated email support system in place to ensure that customers technical issues are resolved as quickly as possible.

We ask for your honesty when stating the level of urgency, to allow us to prioritise support tickets. To help the XReflow support team to deal with your issue quickly please make the support ticket as detailed as possible by-

Explaining the steps which lead to the issue.

Stating any new software/hardware

Taking screen shots

Has this error happened before

The more information you can give the team the better!

All support emails should be sent to support@xreflow.co.uk

**All other contact details for XReflow can be found at **https://www.xreflow.co.uk/contacts/