The following document outlines the scope and limitation of support for the products that Zorveo Incorporated offers. As web hosting services by nature rely on a combination of client supplied end-user software and third-party products, it is important to define what is supported by our company and what is the responsibility of the client and/or third-party software vendors. When Zorveo Incorporated initially delivers a hosting service, it has been pre-tested to be in 100% working condition. Most client issues are usually the result of incompatibilities and configuration changes that are not compatible with our services.
Wherever possible, Zorveo Incorporated makes every effort to support our clients. We have an extensive knowledgebase that should address the most common questions and issues that are directly supported by us. We do encourage you to open a support ticket, even if you feel that your issue is not covered by our Support Scopt as it never hurts to ask. If the request or issue is outside our Support Scope, however, our Team can still perform the work while charging a minimal consulting fee.
We Support
Common Services. We actively monitor and ensure that all basic services are working, such as web serving, email, file transfer (FTP) and the control panel. If you feel that a service is unavailable, we will manually check to ensure that it is working as intended. We also provide a Status Board to provide updates regarding the status of our systems and networks.
Server Software. We will maintain and secure all software that resides on a server, such as Apache, MySQL, and PHP. We will control and determine the version and configuration of software on our servers. As a result, software we have installed may not always be the latest version available or be compatible with your own software.
Hardware. We will monitor and maintain all of the server hardware. In the event of a hardware failure, we will replace any faulty hardware as soon as possible.
Your Responsibility
Internet Education. It is expected that you have a basic understanding of standard Internet concepts such as web hosting, domain names, email and file transfer. If you are unsure of these concepts, we can provide you training material.
Data Backup. You are responsible for maintaining current backups of your data. We do maintain our own system backups in the event of a disaster, however, these are system-wide backups and not account specific. Therefore, we do not guarantee the availability or restoration of any lost data.
DNS Zone Files. A DNS zone file converts your IP address to your domain name. You can modify MX, CNAME, A, and other records for your domain’s zone file from the web hosting control panel.
Domain Names. You are responsible for using the supported services provided by your registrar for anything related to your domain name. If you choose not to use our nameservers, you are responsible for modifying your DNS records to point to your IP address, which can change without notification.
Domain Name Change. You can change the domain name associated with your account, however, you are responsible for modifying any and all path names in any scripts or applications to reflect this change.
Email Client Configuration. We can assist you with the most basic settings for an email account with your preferred mail client, such as Microsoft Outlook, Mozilla Thunderbird or Apple Mail. However, we cannot assist you in any advanced configuration or troubleshooting, such as spam filtering.
FTP Client Configuration. We cannot provide extensive troubleshooting relating to the advanced configuration of your selected FTP Client application. We will do our best to help you make a connection to your account.
Scripts & Applications. You are fully responsible for the installation and operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications. You are responsible for maintaining the latest version of any and all scripts and applications. This is a policy we must strictly adhere to.