Statement of Support

Statement of
Support

We inform You what support services Tandy Electronics provides and what it does not.

1. OVERVIEW

As Tandy Electronics adds new features and services for You, and as You add new third-party applications and software, it’s important that we inform You what support services Tandy Electronics provides and what it does not. This Statement of Support is not intended as, and does not constitute, a binding agreement by either You or Tandy Electronics and is merely intended to specify some of the proposed guidelines of Tandy Electronics support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of Tandy Electronics without notice to You. Some of the products and services listed below may not be available in all markets.

2. DESCRIPTION OF SUPPORT SERVICES

A. Overall Guidance

Supported:

Purchasing or renewing Tandy Electronics products
Setting up Tandy Electronics products
Showing you the steps to use our products
Diagnosing connection or access errors
Ensuring our systems and architecture are up and running

Not Supported:

Configuring and customizing your application settings
Troubleshooting network connections
Creating websites and content (naming, drafting, building, publishing)
Getting people to your website
Learning how the Internet works (code, servers, and connections)
Training about your computer, mobile device, or tablet

B. Domain Names.

Supported:

Registering or renewing domain names
Setting up domain names (websites, hosting, and email)
Using our Domain Manager
Managing domain names
Explaining how to update domain name contact information
Showing you where to create and edit DNS zone files
Modifying zone files to work with Tandy Electronics products

Not Supported:

Modifying zone files to work with non-Tandy Electronics products
Configuring advance zone files
Troubleshooting third-party DNS zone file records

C. Tandy Electronics 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
Managing and removing email accounts
Ensuring you can send and receive email
Creating email distribution lists
Creating an email signature
Changing email account passwords
Adding and removing email contacts

Not Supported:

Troubleshooting third-party email clients
Troubleshooting network connections
Composing email messages
Creating email filters and folders
Confirming email settings on your computer (Outlook)
Confirming email settings on your mobile device
Importing and exporting .pst/.olm files

D. Web Hosting- Business Class Hosting.

Supported:

Purchasing or renewing Business Class Hosting
Explaining our Business class Hosting features and benefits
Provisioning your Business class Hosting Account
Making your domain name work with Business class Hosting
Identifying root cause of website performance issues(1)
Using our hosting control panels
Providing basic settings for your FTP client
Explaining how to upload files to your website
Backing up a database or website
Providing you the steps to migrate your hosting
Creating email accounts
Providing basic settings for your email client

Not Supported:

Any client, script, application or content installed by Customer
Control panel (cPanel/WHM) plugins & add-ons
Applications in the Parallels Plesk Application Vault and/or cPanel Application Catalog
Installing third-party SSL certificates
Installing a SSL Certificate on Tandy Electronics Business class hosting for add-on domains(2)
Training about using the Internet(3)
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. We 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. We maintain our own data backups for any given server only in the event of disaster. We typically have up to 30 days data retention available except on our cPanel hosting; however, we do not guarantee the availability or restoration of any lost data. Restoration of data can be requested from our Expert Services*.

* Expert Services are Chargeable -based services available only from our support teams and are not included with Tandy Electronics free support. To purchase these services, call (+94) 777595959 you can find more information about Expert Services in our Expert Services Menu.

2 – There’s an Expert Service for that.

3 – 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 DNA, email, web, web browsers, FTP, and general computer literacy.

4 – Expert Services:

Providing dedicated sales and support line 24x7x365
DNS Setup
Domain Setup
Content Migrations
Advanced Performance Analysis
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:

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

This does not include command line, Tomcat, or IIS SSL installations.
Managed Servers include the ability to run backups, but must be manually run. Fully Managed servers run backups every 10 days.
Additional fees may appl
IP tables rules such as opening port 3306 for direct MySQL access or blocking an IP from accessing the server.
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. $ – Expert Services are an excellent resource to allow you to pay for common server administrative tasks that can be time consuming or require a special area of expertise while maintaining overall control of your server. Tasks are a one-time fee per service request instead of a monthly fee as with the Fully Managed plans. Expert Services are currently only available for CentOS and Fedora servers. To purchase these services, call 0777 595959. You can find more information about Expert Services in our Expert Services Menu.

M. Search Engine Visibility.

Supported:

Purchasing or renewing Search Engine Visibility
Explaining Search Engine Visibility features and benefits
Walking through and initial setting up of Search Engine Visibility
Explaining how your changes are published
Tracking your rankings with reports

Not Supported:

Adding, deleting, or editing your keywords, tags, phrases or page content
Researching and optimizing keywords
Providing SEO advice to get your site ranked on the first page of Google
Sharing your content on social networks

S. Website Security.

Supported:

Purchasing or renewing Website Security
Explaining Website Security features and benefits
Explaining how to navigate the Website Security dashboard
Demonstrating set up of Website Security accounts
Demonstrating clean up requests