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Winklix Support Aggrement

Winklix Internet Pvt Ltd
Support Aggrement
Get the support you want !!
1. OVERVIEW
As Winklix 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 Winklix provides and what it does not. This Support Aggrement is not intended as, and does not constitute, a binding agreement by either You or Winklix and is merely intended to specify some of the proposed guidelines of Winklix’s support levels on products we sell. This Support Aggrement is subject to change at any time at the sole discretion of Winklix 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 Winklix products
Setting up Winklix 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 winklix products

Not supported:
Modifying zone files to work with non-Winklix products
Configuring advance zone files
Troubleshooting third-party DNS zone file records

C. Web 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 issues
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 control panel
Backing up a database or website
Providing you the steps to migrate your hosting
Installing a winklix SSL Certificate on winklix 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
Installing any SSL Certificate on Winklix shared hosting for add-on domains Training about using the Internet
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

D. Virtual & Dedicated Servers.

Supported:
i. Self-Managed:
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
Providing you the steps to migrate your hosting

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
Providing you the steps to migrate your hosting
Installing your any SSL certificate on qualified Winklix products1
Updating and patching core operating syste
Backing up content and data on server2
Troubleshooting network performance and uptime
Fully managed hardware
Accessing your server via root/administrative access
Providing you the steps to migrate your hosting
DNS Setup
Domain Setup
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:
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
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