1. GENERAL INFORMATION

As Bizplin adds new features and services for you, and as you add new applications and third-party software, it is important that we inform you about the technical support services Bizplin offers and which ones it does not. Neither you nor Bizplin should consider this Technical Support Statement as a binding agreement, and it does not constitute such an agreement. It simply aims to specify some of Bizplin’s proposed technical support level guidelines for the services we provide. This Technical Support Statement is subject to change at any time at Bizplin’s sole discretion and without prior notice. Some of the products and services listed below may not be available in all markets.

 

2. DESCRIPTION OF TECHNICAL SUPPORT SERVICES

A. General Guide.

Includes technical support:

• Purchase or renewal of Bizplin products.
• Configuration of Bizplin products.
• Steps for using our products.
• Diagnosis of connection or access errors.
• Verification that our systems and architecture are operational.

Does not include technical support:

• Adjustments and customization of your application configuration.
• Troubleshooting network connections.
• Website and content creation (name, draft, creation, publishing).
• Making people visit your website.
• Obtaining information about how the internet works (code, servers, and connections).
• Training about your computer, mobile device, or tablet.

B. Domain Names.

Includes technical support:

• Domain name registration or renewal.
• Domain name configuration (websites, hosting, and email).
• Use of our domain manager.
• Domain name management.
• Explanation of how to update domain contact information.
• Showing how to create and edit DNS zone files.
• Editing zone files to work with Bizplin products.

Does not include technical support:

• Editing zone files to work with non-Bizplin products.
• Setting up advanced zone files.
• Troubleshooting third-party DNS zone file records.

C. Bizplin Email.

Includes technical support:

• Purchase or renewal of email accounts.
• Explanation of the features and benefits of the email account.
• Showing how to create email accounts.
• Making your domain name work with your email.
• Sending and receiving emails from the internet.
• Confirming email settings on your computer (Outlook).
• Confirming email settings on your mobile device.
• Email forwarding.
• Setting up an automatic reply.
• Creating a CatchAll account.
• Email account management and deletion.
• Ensuring you can send and receive emails.
• Creating email distribution lists.
• Creating an email signature.
• Adding and removing email contacts.

Does not include technical support:

• Troubleshooting third-party email clients.
• Troubleshooting network connections.
• Changing email passwords.
• Writing email messages.
• Creating email filters and folders.
• Importing and exporting .pst/.olm files.

D. Microsoft® Office™ 365.

Includes technical support:

• Purchase or renewal of Office 365 accounts.
• Explanation of the features and benefits of Office 365.
• Activation of user accounts (mailboxes).
• Setting up the domain name to use Office 365.
• Configuring compatible email clients.
• Troubleshooting email flow issues.
• Troubleshooting email connectivity for third-party email clients.
• Installing Office 365 software on compatible systems.
• Linking compatible versions of Office with OneDrive for Business.
• Diagnosing system failures, errors, and degradations. Escalating to Microsoft if needed.
• Helping with the basics (sending an email from OWA, uploading a file to OneDrive for Business).
• Migrating from eligible IMAP workspace accounts using Bizplin’s migration service.
• Migrating from Bizplin’s hosting Exchange to Office 365 via a discontinued program.

 

Does not include technical support:

• Training on how to use Office 365 (writing Excel formulas, creating animations in PowerPoint, etc.).
• Migration to Office 365 with backups (PST export/import) or other third-party services.
• Exchange management.
• SharePoint management.
• Troubleshooting lack of connectivity with third-party email clients.
• Troubleshooting network connections.
• Changing email passwords.

E. Website Builder.

Includes technical support:

• Purchase or renewal of the Website Builder.
• Explanation of the features and benefits of the Website Builder.
• Setting up your Website Builder account.
• Making your domain name work with the Website Builder.
• Explanation on how to use the Website Builder.
• Explanation on how to add or remove pages.
• Explanation on how to add or remove content (text and images).
• Explanation on how to use Website Builder extensions.
• Explanation on how to link social media to the Website Builder.
• Explanation on how to publish your Website Builder website.

Does not include technical support:

• Creating and deleting web pages.
• Adding content to your website (copy, images, video).
• Customizing images (quality, color, size, aspect ratio).
• Customizing Website Builder templates.
• Adding custom code (HTML, JavaScript, CSS) to your website.
• Search engine optimization.
• Uploading files to your website.
• Troubleshooting network connections.
• Adding third-party apps to the Website Builder.

F. Online Store.

Includes technical support:

• Purchase or renewal of the Online Store.
• Explanation of the features and benefits of the Online Store.
• Setting up your Online Store account.
• Making your domain name work with the Online Store.
• Explanation on how to use the Online Store.
• Explanation on how to add or remove pages.
• Explanation on how to add or remove content (text and images).
• Explanation on how to add products to your store.
• Explanation of the shipping and payment options location.
• Explanation on how to publish your Online Store.

Does not include technical support:

• Creating and deleting web pages.
• Adding content to your Online Store (copy, images, video).
• Customizing images (quality, color, size, aspect ratio).
• Customizing Online Store templates.
• Adding custom code (HTML, JavaScript, CSS) to your website.
• Setting up shipping and payment options.
• Uploading files to your Online Store.

G. Web Hosting/Business Hosting.

Includes technical support:

• Purchase or renewal of shared hosting.
• Explanation of the features and benefits of our shared hosting.
• Provision of your shared hosting account.
• Making your domain name work with the shared hosting.
• Identifying the original cause of website performance issues(1).
• Use of our hosting control panels.
• Basic configuration for your FTP client.
• Explanation of how to upload files to your website.
• Installation of third-party applications via your compatible control panel.
• Backing up a database or website.
• Steps for migrating your hosting.
• Installation of a Bizplin SSL certificate on shared hosting for Bizplin domains only.
• Creation of email accounts.
• Basic configuration for your email client.

Does not include technical support:

• Clients, scripts, applications, or content installed by the client.
• Control panel plugins and extensions (Parallels Plesk or cPanel/WHM).
• Applications in the Parallels Plesk application store and/or the cPanel application catalog.
• Installation of third-party SSL certificates.
• Installation of a Bizplin SSL certificate on shared hosting for additional Bizplin domains(2).
• Training on how to use the Internet(3).
• Adjusting your website’s SEO configuration.
• Creating custom DNS zone files.
• Troubleshooting third-party services.
• Help with server administrative customizations.
• Configuring your email client.
• Configuring your FTP client.
• Troubleshooting third-party domain records.
• Troubleshooting private name servers.
• Browser compatibility checking.
• Troubleshooting hack issues caused by client-controlled vectors.

1 – Identifying the original cause of website performance issues: we will ensure that the email, web server, FTP, and your control panel are working and accessible. The client is fully responsible for the installation and proper functioning of all scripts and applications. We do not troubleshoot or provide technical support regarding the malfunctioning of scripts or applications.

Data backup: The client is responsible for making and maintaining backups of current data. We keep our own data backups on the different servers only for disaster recovery. Generally, we retain data for up to 30 days, except in our cPanel hosting, which has a snapshot available for the last four days. However, we do not guarantee the availability or restoration of lost data. Data restoration can be requested through our Expert Services*.

* Expert Services are additional-cost services available only through our U.S. technical support teams and are not included in Bizplin’s free technical support. To acquire these services, call us. You can find more information about Expert Services in our Expert Services menu in your control panel.

2 – An expert service is available for this.

3 – We do not provide training or education on how any aspect of Internet technology works. It is expected that you have basic knowledge of Internet concepts, such as DNS, email, web, web browsers, FTP, and basic computing knowledge.

H. Managed by WordPress.

Includes technical support:

• Purchase or renewal of Managed WordPress.
• Explanation of the features and benefits of our Managed WordPress.
• Provision of your Managed WordPress account.
• Setting up your domain with Managed WordPress.
• Identifying performance issues related to the platform(1).
• Use of our hosting control panels.
• Basic configuration for your FTP client.
• Explanation of how to upload files to your Managed WordPress.
• Security monitoring(2).
• Installation of a Bizplin SSL Certificate on Managed WordPress.
• Daily backups of files and databases(3).
• Help with WordPress core navigation, such as the Admin Control Panel(4).
• Installation of the latest and updated version of WordPress on our platform.
• Monitoring of Managed WordPress hardware and network.
• Automatic updates to the latest and most secure version of WordPress.

Does not include technical support:

• Manual migration of your site to Managed WordPress.
• Customization of your WordPress theme.
• Help with your website design.
• Troubleshooting third-party networks or applications.
• Clients, scripts, applications, or content installed by the client.
• Installation of third-party SSL certificates.
• Adjusting your website’s SEO configuration.
• Creating custom DNS zone files.
• Troubleshooting third-party services.
• Configuring your email client.
• Configuring your FTP client.
• Troubleshooting third-party domains.
• Troubleshooting private name servers.
• Browser compatibility checking.
• In-depth review of plugin or theme issues on our platform.

Special note on approved plugins:

To ensure superior performance and security in the managed WordPress environment, we carefully review plugins. To do so, we run a nightly analysis of our managed WordPress hosting environment. Disallowed plugins will be removed, and an email will be sent to the affected account owner.

• Although we do not support custom code, with Managed WordPress, we will perform a more thorough review to determine why a plugin or theme might not work correctly in our system. We cannot guarantee that we can make them work, but we will do our best.

1 – Identifying the original cause of website performance issues: we will ensure that email, the web server, FTP, and your control panel are functioning and accessible. The client is fully responsible for the installation and proper functioning of all scripts and applications. We do not troubleshoot or provide technical support regarding malfunctioning scripts or applications.

2 – Security monitoring and breach review: our security team works 24 hours a day, 7 days a week, to monitor your site for suspicious activity and protect it from brute force and DDoS attacks.

3 – Data backup: The client is responsible for performing and maintaining backups of current data. We maintain our own data backups on various servers only for disaster recovery purposes. Typically, we retain data for up to 30 days. However, we do not guarantee the availability or restoration of lost data. Data restoration can be requested from our Expert Services*.

4 – Assistance with migrating your site to Managed WordPress: We have an automated migration process that has a high success rate. If, for any reason, the migration is not done correctly, we will review common failure reasons and assist you in requesting a new migration. If all else fails, we can help with manual migrations as long as the content is provided.

* Expert Services are additional-cost services available only through our U.S. technical support teams and are not included in Bizplin’s free technical support. To acquire these services, call us. You can find more information about Expert Services in our Expert Services menu in your control panel.

I. Virtual and Dedicated Servers.

Includes technical support:

I. Self-managed:

• Purchase or renewal of servers.
• Explanation of the features and benefits of our server.
• Root password reset.
• Provisioning of the server in minutes.
• Troubleshooting network performance and uptime.
• Fully managed hardware.
• Access to the server with root or administrative access.
• Steps to migrate your hosting.

II. Managed:

• Purchase or renewal of servers.
• Explanation of the features and benefits of our server.
• Root password reset.
• Provisioning of the server in minutes.
• Troubleshooting network performance and uptime.
• Fully managed hardware.
• Access to the server with root or administrative access.
• Steps to migrate your hosting.
• Installation of your Bizplin SSL certificate on qualifying Bizplin products(1).
• Update and add patches to the core operating system.
• Perform backups of the content and data on the server(2).

III. Fully Managed:

• Purchase or renewal of servers.
• Explanation of the features and benefits of our server.
• Root password reset.
• Provisioning of the server in minutes.
• Troubleshooting network performance and uptime.
• Fully managed hardware.
• Access to the server with root or administrative access.
• Steps to migrate your hosting.
• Installation of your Bizplin SSL certificate on qualifying Bizplin products(1).
• Update and add patches to the core operating system.
• Perform backups of content and data on the server(2).
• Server configuration.
• Specialized sales and technical support line available 24 hours a day, 7 days a week, all year round.
• DNS configuration.
• Domain configuration.
• Content migrations.
• Advanced performance analysis(3).
• Apache tuning.
• MySQL tuning.
• Security analysis and auditing (SSA).
• Intrusion prevention.
• Client firewall rules (iptables only)(4).
• Application or software installations.
• Database management.
• Malware removal and blacklist management.
• PHP version updates.
• Installation of the PHP module.

IV. Expert Services:

• Specialized sales and technical support line available 24 hours a day, 7 days a week, all year round.
• DNS configuration.
• Domain configuration.
• Content migrations.
• Advanced performance analysis.
• Apache tuning.
• MySQL tuning.
• Security analysis and auditing (SSA).
• Intrusion prevention.
• Client firewall rules (iptables only)(4).
• Application or software installations.
• Database management.
• Malware removal and blacklist management.
• PHP version updates.
• Installation of the PHP module.

Does not include technical support:

• Troubleshooting clients, scripts, applications, or content installed by the client.
• Control panel plugins and extensions (Parallels Plesk or cPanel/WHM).
• Applications in the Parallels Plesk app store and/or cPanel app catalog.
• Training on how to use the Internet(5).
• Adjustment of your website’s SEO configuration.
• Configuration of your email client.
• Configuration of your FTP client.
• Browser compatibility checks.
• Fixing hacks caused by client-controlled vectors.

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

2 – Managed servers have the ability to run backups, but they must be manually run. Fully managed servers run backups every 10 days.

3 – Additional costs may apply.

4 – iptables rules, such as opening port 3306 to access MySQL directly or blocking an IP from accessing the server.

5 – We do not offer training or education on how any aspect of Internet technology works. It is expected that you have basic knowledge of Internet concepts such as DNS, email, web, web browsers, FTP, and basic computer knowledge.

 

$: Expert Services are an excellent resource that allows you to pay for routine administrative server tasks that may be time-consuming or require specialized expertise, while maintaining overall control of your server. These tasks are a one-time service fee per request, as opposed to a monthly fee, like with Fully Managed plans. Currently, Expert Services are only available for CentOS and Fedora servers.

J. SSL Certificates.

Technical support includes:

• Purchase or renewal of SSL Certificates.
• Explanation of SSL certificate features and benefits.
• Installation of your Bizplin SSL on shared hosting for Bizplin’s main domains (does not include command line or Tomcat SSL installations).
• Validation of your SSL certificate.
• Forwarding of SSL validation emails.
• Resolution of common name conflicts.
• SSL error diagnosis in the web browser.
• Explanation on how to modify the zone file for secure sites.

Technical support does not include:

• Exporting SSL certificates for use on multiple servers.
• Installation of Bizplin SSL certificates on third-party servers(1).
• Installation of Bizplin SSL certificates on shared hosting for Bizplin’s additional domains.
• Installation of third-party SSL certificates.
• Generation of a CSR on third-party servers(1).
• Generation of a CSR on virtual and dedicated servers(1).
• Training on HTML, PHP, or JavaScript.

1 – Expert Services are available for that.

K. Website Security.

Technical support includes:

• Purchase or renewal of website security.
• Explanation of website security features and benefits.
• Explanation on how to navigate the website security dashboard.
• Demonstration of website security account setup.
• Demonstration of cleanup requests.

L. Personalized Training.

Technical support includes:

• Access to your Bizplin account.
• Basic explanation of the features of the following site builders: Website Builder v7, Online Store, Website Builder, and Managed WordPress.
• Access to the site builder interface.
• Review of how to add and edit pages and posts.
• Review of versions and updates for site builder plugins (only for Managed WordPress).
• Review of how to set up and manage products (only for e-commerce stores).
• Tour of how to access payments, shipping, and taxes (only for e-commerce stores).
• Download, install, and set up a Zoom meeting.

Technical support does not include:

• Training on site builders other than Website Builder v7, Online Store, Website Builder, and Managed WordPress.
• Building, creating, and updating website content.
• Troubleshooting themes, plugins, and other site issues.
• SEO work and consulting.
• Suggestions or technical assistance for website design.
• Plugin suggestions and recommendations.