VEEROTECH SYSTEMS, LLC

SERVICE SUPPORT SCOPE

Updated: May 25, 2018

Shared Web Hosting

Shared hosting includes server side support; PHP, LiteSpeed, Apache*, server functionality, network connectivity & performance management. We make a best effort to support 3rd party scripts & assist with website level troubleshooting. Migrations are included with the initial purchase & are free for up to 25 websites (addon domains). Backups: While VeeroTech Systems, LLC has invested in a daily, weekly & monthly backup & Disaster Recovery plan, we strongly encourage you to retain your own local copies of backups in the event ours are unable to be restored. We take every feasible method for redundant backups however, it’s possible these can become corrupt.

WordPress Hosting & WordPress Websites

The support scope for WordPress related websites includes basic server-side troubleshooting similar to all other web hosting plans. We provide a best effort when a WordPress site displays an error however, in some cases the site owner may need to work with the plugin and/or theme developer if it’s determined to not be a server side problem. We have guides located on our company blog & knowledge base providing troubleshooting steps & recommendations for ensuring your WordPress site performs optimally. The first requirement for any troubleshooting is to disable ALL plugins & revert to the default theme. We will be unable to provide support for sites containing large numbers of plugins (we recommend 10-15 at the very most), outdated installations and/or themes/plugins that are no longer supported.

Reseller Web Hosting

Reseller web hosting includes server side support; PHP, LiteSpeed, Apache*, server functionality, network connectivity & performance management. We make a best effort to support 3rd party scripts & assist with website level troubleshooting. Migrations are included with the initial purchase. While VeeroTech Systems, LLC has invested in a daily, weekly & monthly backup & Disaster Recovery plan, we strongly encourage you to retain your own local copies of backups in the event ours are unable to be restored. We take every feasible method for redundant backups however, it’s possible these can become corrupt.

VeeroTech Systems, LLC will provide support direct to resellers. In the event a “resold” account belonging to a reseller requires support, the reseller account holder must coordinate with our tech support regarding support. The scope of support for resold accounts in addition to any sub-accounts is based on server-side functionality of the support scope. Our technical support will, when in a position to do so, make a best effort to resolve/address an issue outside of the server-side scope of support. The website owner, reseller or account holder assumes responsibility for maintaining any websites located on their account.

Self Managed VPS & Self Managed Dedicated Servers

Self managed virtual servers (VPS) include a basic level of support; server functionality, network connectivity, operating system installation. Self managed virtual servers (VPS) are intended for advanced users who understand how to administer a server. We do not support any applications running on a self managed virtual server. You can opt for a paid service request for additional 1-time support at a rate of $25 per half hour (30 minutes). Backups: We do not actively perform backups of self managed virtual servers.

Managed VPS, Managed Cloud Servers & Managed Dedicated Servers

Managed virtual servers (VPS) include server side support; PHP, LiteSpeed, Apache*, server functionality, network connectivity & performance management. We make a best effort to support 3rd party scripts & assist with website level troubleshooting. Migrations are included with the initial purchase. Backups: Managed virtual servers include daily R1Soft backup services.

VeeroTech Systems, LLC will provide support direct to the VPS account holder. In the event a “resold” account belonging to an account holder requires support, the account holder must coordinate with our tech support regarding support. The scope of support for resold accounts in addition to any sub-accounts is based on server-side functionality of the support scope. Our technical support will, when in a position to do so, make a best effort to resolve/address an issue outside of the server-side scope of support. The website owner, reseller or account holder assumes responsibility for maintaining any websites located on their account.

Root access is not given for managed servers. As a managed service we maintain full control of the server to ensure there no security, performance or stability issues. We approve and track any and all modifications to meet our SLA and customer expectations that come with a managed service.

Managed VPS server upgrades are subject to a $99 one-time fee for upgrading between operating systems. This includes migrating from the old server to the new server, the initial build & initial configuration as well as ongoing support. It is not possible to upgrade the operating system without moving onto a new server built with the new operating system.

Backup Services

Currently, shared & reseller hosting includes daily backups on a 30-day rolling period. For all virtual & dedicated server solutions, we highly recommend looking into our low cost unmanaged virtual server solutions as a backup storage system. Upon consultation for a managed dedicated server or self managed dedicated server, we will recommend a backup solution for you. While we retain backups as a courtesy, we cannot guarantee that our backups will be available or usable at all times.

Hosting accounts that have been terminated due to non-payment or have been cancelled are no longer included in backup services. We do not retain backups of any data once an account has been terminated OR cancelled.

Website & Account Migrations

Included with each customer migration is an initial courtesy of up to 25 cPanel domains under the same hosting account upon signing up for your VeeroTech account (note: this migration is completed during signup and consists of a single migration). If the current account is not cPanel based, tech labor fee’s will be required for reseller account migrations as well as shared account migrations per the technicians estimated time for migrating as non-cPanel transfers are a manual process only which is time consuming. For additional domains, a fee of $6.00 per cPanel to cPanel domain. This is a non-refundable fee once any data is moved. Non-cPanel transfers will incur a one-time fee of $19.99 per site. On average, the turn around time for a migration is within 24-48 hours. This time can vary dependent on the amount of data required to move & the current number of migrations in our queue. Once assigned to a technician, said technician will estimate the time required. **If the hosting provider you are migrating from uses cPanel but has the cPanel backup utility disabled, the migration will be required to be completed manually. This will incur the same $19.99 fee as a non-cPanel migration. Hosting accounts requiring more than a simple site migration will fall under our tech labor scope and are billable per hour. If your existing host has disabled backups and/or the migration requires a technician to be assigned to complete the task lasting more than a simple migration (roughly 30 minutes), the task will be billed at an hourly labor rate which can be found below under our Hourly Tech Labor section.

The included migration is an initial migration with the purchase of a hosting plan. Requested migrations after the initial migration will be subject to the normal fee schedule.

Addon Domain Splitting: Converting an addon domain into a cPanel account will incur a fee of $19.99 per addon domain. Each addon domain requires a technician to manually extract & rebuild a cPanel account manually including files, email accounts & exporting/importing of databases in addition to correctly configuring connection information. This fee applies as well if you have a cPanel account for a domain & would like it converted “into” an addon domain of another cPanel account.

Please note that non-traditional website migrations and/or custom setups including WordPress multi-sites, clustered and/or applications requiring additional customized configurations may fall under the hourly tech labor. Please confirm with our migrations department and/or sales regarding your application & any items that may/may not be able to be migrated.

Timeline for migrations: We maintain a queue for migrations in the order received. The standard timeline to begin a migration is within 72 hours excluding weekends from when a migration request is opened. Please be aware that other items can cause delays to this timeline. Please note that the 72 hour timeline is for beginning a migration process, not a completion timeline.

We do offer a migration rush option which is a non-refundable $49.99 one time fee to perform a rush migration. This fee will place your migration to the next in queue position.

Hourly Tech Labor

Hourly tech time will be billed at $50 per 30 minutes with a minimum of 30 minutes required. Hourly tech time includes various tasks that can be performed that do not fall under our migrations or management scopes. This service is to be used at your own risk. Hourly tech time is not eligible for service refunds & the service to be performed is solely at the active technicians discretion.

Licensed Software

While we provide included software licensing for applications, we only provide a low level, “best-effort” support scope for these products. Usability support can be obtained directly from the vendors of the software as well as in their documentation. For any questions, please contact our support department.

WHMCS: http://www.whmcs.com/reseller-support/ 
Enom: https://www.enom.com/help/ 
ClientExec: https://www.clientexec.com/ 

Website, Hosting Account Security, scripts & customer responsibility

VeeroTech Systems, LLC maintains & secures at the server level. Cleaning of compromised sites, scripts & applications are not within the scope of support outlined above. Our tech support will evaluate the current state of your site should a problem arise & at discretion inform you of any charges required. It is your responsibility to properly secure & maintain the websites you choose to host on your web hosting plan, including shared hosting, reseller hosting & servers.

The scope of support for individual accounts located on any shared account, reseller account or stand-alone server (including managed VPS & dedicated servers) is limited to the server side security & functionality. Direct clients & resold clients must maintain user-level security in regards to email accounts, email forwarders, websites/applications, FTP accounts/applications as well as any user-accessed content/accounts.

Please note, VeeroTech Systems, LLC does not provide web development or coding services. In the event a problem arises our staff will make a best effort however, we are not responsible for ensuring your scripts/code/applications are properly configured and/or coded. In the event of a coding/application problem, we strongly recommend working with a developer.