1. Overview

As Hostsprite 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 Hostsprite 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 Hostsprite and is merely intended to specify some of the proposed guidelines of Hostsprite’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of Hostsprite without notice to You. Some of the products and services listed below may not be available in all markets.

2. Description of Support Services

Overall Guidance.

Supported:

• Purchasing or renewing Hostsprite products
• Setting up Hostsprite 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

2.1. 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 Hostsprite products

Not Supported:

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

2.2. Hostsprite 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
• Confirming email settings on your computer (Outlook)
• Confirming email settings on your mobile device
• Forwarding email messages
• Setting up an auto-response
• Creating a catch-all account
• Managing and removing email accounts
• Ensuring you can send and receive email
• Creating email distribution lists
• Creating an email signature
• Adding and removing email contacts

Not Supported:

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

2.3. Microsoft® 365.

The Microsoft 365 Statement of Support applies only to products purchased via Hostsprite

Supported:

• Purchasing or renewing Microsoft® 365 accounts
• Explaining Microsoft® 365 features and benefits
• Setting up user accounts (mailboxes)
• Explaining how to reset your email password or generate a new temporary password
• Configuring Hostsprite managed DNS within your account to use Microsoft 365 or providing you the DNS settings needed for DNS hosted elsewhere.
• Explaining how to enter client settings for supported desktop and mobile email clients (Official list here)
• Troubleshooting the ability to send and receive email in supported email clients and Outlook online
• Troubleshooting third-party email clients’ email connectivity
• Explaining how to download and activate Microsoft 365 and included Business Apps on most recent versions of Windows OS, Mac OS, and compatible mobile devices.
• Explaining how to install and synchronize included OneDrive software with supported desktop and mobile devices.
• Troubleshooting Microsoft 365 system failures, errors, and degradation. If required, Hostsprite will escalate to Microsoft.
• Helping you with the getting started basics:
  • Signing into Outlook on the web
  • Sending an email through Outlook on the web
  • Walking you through uploading your first file to OneDrive on the web
  • Showing you how to access, and providing resources on using, included Microsoft apps
  • Explaining included Microsoft 365 security features
• Migrating from eligible email services using the Hostsprite migration service
• Navigating and using all included features within the Hostsprite Email & Office dashboard
• Explaining how to access M365 Admin Panels accessible from the Hostsprite Email & Office dashboard
• Removing Microsoft 365 association with Hostsprite to allow for use at another Cloud Service Provider
• Providing resources, where possible, for basics tasks not outlined within this Statement of Support

Not Supported:

• Training you on how to use Office apps or included Business Apps (writing Excel formulas, creating PowerPoint presentations, setting your Bookings schedule, etc) beyond the getting started basic listed above
• Migrating to or away from Microsoft 365 using something other than the Hostsprite email migration service (manual backups, third party migration services, etc)
• Administering Exchange and SharePoint beyond what is listed in our Supported section
• Troubleshooting non-connectivity issues with third-party email clients
• Troubleshooting network connections (internet/network connectivity, internet speed, etc)
• Troubleshooting custom Exchange settings or third-party add-ons

2.3.1 Email Add-ons
Supported:

• Purchasing or renewing Email Add-Ons
• Setting up Email Add-ons on your Microsoft 365 account
• Explaining Email Add-On features and benefits
• Navigating to, and accessing the portal for any purchased Email Add-Ons
• Removing Email Add-Ons from your Hostsprite account
• Ensure default settings are set in Microsoft 365 as needed for proper add-on function.

Not Supported:

• Customize default add-on settings in Microsoft 365 to function with custom Microsoft 365 settings

2.3.2 Advanced Email Security
Supported:

• Explain where to customize settings within AES
• Provide resources on how to review message logs
• Provide resources on how to view quarantined emails
• Update DNS for domains in same account as Email Add-ons
• Provide DNS settings for 3rd party connections
• Replace default Filters if manually removed
• Provide resources on how to create custom filters

Not Supported:

• Modify Settings beyond providing guidance
• Reporting message(s) as false positive/negative in add-on portal

2.3.3 Archiving
Supported:

• Explain how to search your Email Archive
• Explain how to export from your Email Archive
• Provide resources on retention policies
• Troubleshoot email journaling to ensure functionality
• Offer ingestion for preexisting mail

Not Supported:

• Review the results of a completed Search
• Specifying search terms
• Submit archive search beyond providing guidance
• Journaling multiple organizations, journaling organizations not with Hostsprite
• Modifying archive permissions

2.3.4 Backup
Supported:

• Explain how to restore backed up content
• Provide resources on searching for backed up content

Not Supported:

• Search backup beyond providing guidance
• Submit a content restore
• Back up shared mailbox content
• Backup Sharepoint/Onedrive content
• Backup mailboxes not paying for add-on

2.4. WebsiteBuilder.
Supported:

• Purchasing or renewing Websites + Marketing
• Explaining Websites + Marketing features and benefits
• Setting up your Websites + Marketing Account
• Making your domain name work with Websites + Marketing
• Explaining how to use Websites + Marketing
• Explaining how to add/delete web pages
• Explaining how to add/delete content (words and pictures)
• Explaining how to apply Websites + Marketing add-ons
• Explaining how to connection social media to Websites + Marketing
• Explaining how to publish your Websites + Marketing website

Not Supported:

• Creating and deleting web pages
• Adding content to your website (copy, images, video)
• Customizing images (quality, color, size, aspect ratio)
• Customizing Websites + Marketing templates
• Adding custom code (HTML, JavaScript, CSS) to your website
• Getting ranked on search engines
• Uploading files to your website
• Troubleshooting network connections
• Adding third-party applications to Websites + Marketing

2.5. Online Store
Supported:

• Purchasing or renewing Online Store
• Explaining Online Store features and benefits
• Setting up your Online Store Account
• Making your domain name work with Online Store
• Explaining how to use Online Store
• Explaining how to add/delete web pages
• Explaining how to add/delete content (words and pictures)
• Explaining how to add products to your store
• Explaining where your shipping and payment options are
• Explaining how to publish your Online Store

Not Supported:

• 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
• Configuring your shipping and payment options
• Uploading files to your Online Store

2.8. WordPress.
2.8.1. WordPress (Application)
Supported

• Logging in to WordPress admin
• Providing resources on using WordPress
• Providing resources on the error White Screen of Death/”The site is experiencing technical difficulties”¹
• Hostsprite Authored Plugins and Themes²
• Providing resources to add media
• Providing resources to create/manage a page or post³
• Providing resources to install, activate, deactivate, or remove a plugin or theme
• Providing resources on available options are for installing WordPress on Hostsprite hosting
• Explaining the benefits of Hostsprite auto-installed or recommended 3rd party plugins⁴
• Providing resources on how to prevent comment spam
• Provide resources on how to use the block editor
• Updating Permalinks
• Provide resources on how to use Yoast SEO
• Helping with core navigation of WordPress, such as the Admin Dashboard 3
• Explain how to update themes, plugins, and core version of WordPress
• Provide resources on troubleshooting database connection strings

<sup>1. This error is typically caused by a configuration error with WordPress. Our support will provide a best-effort attempt to assist with regaining access to the WordPress admin panel. This can include disabling plugins/themes, options for restoring a site or disabling problematic configuration files.
2. Support for Hostsprite developed open-source WordPress plugins and themes. This can include explaining general usage, features, and benefits. Questions for issues, bugs, or feature requests can be asked on the WordPress.org forums for the specific plugin or theme – [Plugins](https://www.secureserver.net/help/godaddy-wordpress-plugins-27797?prog_id=588292&pl_id=588292&plid=588292 [Themes]( CoBlocks Site Builder. We cannot add, edit, or delete content for you or provide assistance with performing these actions using plugins or themes (IE: Divi, Elementor, Visual Composer, etc.) that change the WordPress editing experience.
4.We provide limited support for Hostsprite partnered 3rd party plugins. We work closely with these plugin developers to ensure their functionality with your hosting and to identify and resolve issues as they are discovered. Feature requests, usability, bugs, security, and compatibility with WordPress Core or other plugins are outside our support capabilities.</sup>

Not Supported

• Site design and customization
• Web development and custom plugins
• Troubleshooting custom code
• Configuring your website’s SEO settings
• Configuring and setup of 3rd party plugins
• Configuring and setup of 3rd party themes
• User management
• WordPress Core¹
• Plugins & Themes Troubleshooting²
• Database management
• Any client, script, application or content installed by Customer
• Configuring your website’s SEO settings
• Troubleshooting any third-party services
• Checking for cross-browser compatibility

<sup>1. WordPress is an open-source project developed by volunteers across the globe. Issues or bugs within WordPress Core are outside our support capabilities and can be reported to the Core team directly: (https://make.wordpress.org/core/handbook/testing/reporting-bugs/)
2. Typically, paid plugins and themes provide support through the site they were purchased on. Free plugin and themes support can be found on the WordPress.org support forums: (https://wordpress.org/support/)</sup>

2.8.2. Managed WordPress Hosting
Supported

• Purchasing or renewing Managed WordPress
• Explaining our Managed WordPress features and benefits
• Provisioning your Managed WordPress account
• Setting up your domain with Managed WordPress
• Identifying platform-related performance issues¹
• Using our hosting control panels
• Providing basic settings for your FTP client
• Explaining how to upload files to your Managed WordPress
• Security Monitoring²
• Installing a Hostsprite SSL Certificate on Managed WordPress
• Explaining Managed WordPress Caching and how to it can be cleared
• File and Database backups daily³
• Helping with core navigation of WordPress, such as the Admin Dashboard⁴
• Installing the newest, vetted, version of WordPress on our platform
• Monitoring of Managed WordPress hardware and network
• Automatically updating to the newest, most secure, version of WordPress
• Fix database connection string errors

Not Supported

• Manually migrating your site to Managed WordPress
• Customizing your WordPress theme
• Helping with your website layout or design
• Troubleshooting third-party networks or applications
• Any client, script, application or content installed by Customer
• Installing third-party SSL certificates
• Configuring your website’s SEO settings
• Creating custom DNS zone files
• Troubleshooting any third-party services
• Configuring your email client
• Configuring your FTP client
• Troubleshooting third-party domain
• Troubleshooting private name servers
• Checking for cross-browser compatibility
• Reviewing plugin/theme issues on our platform in depth

<sup>* Special Note on Plugins: To ensure superior performance and security within the Managed WordPress environment we carefully review plugins. To do this, we run a nightly scan of our Managed WordPress hosting environment. Plugins that are not allowed will be removed and an email sent to the owner of the affected account.
* While we do not support custom code, with Managed WordPress we will perform a more in-depth review to determine why a plugin or theme may not function properly on our system. We cannot guarantee we can make them work, but we will do our best.
1. Identifying root cause of website performance issues – We will ensure that sending email through the web server, 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 modified scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning customized scripts or applications.
2. Security Monitoring and Compromise Review – Our security team is on the job 24/7, monitoring your site for suspicious activity and protecting it against brute force and DDoS attacks.
3. Data Backup – Your Managed WordPress hosting includes data backups which we typically have up 30 – 90 days of data retention available, however, we do not guarantee the availability or restoration of any lost data. A restoration can be requested through your Hosting Dashboard at any time. We also recommend the customer capture and maintain a secondary backup source through another service or locally.
4. Help with your site migration to Managed WordPress – We have an automated migration process that has a high success rate. If for some reason, your migration were to fail we will review common reasons for the failure and assist with requesting a new migration.
A. Expert Services are fee-based best effort services available only from our US-based support teams and are not included with Hostsprite’s free support. To purchase these services, call (+1) (480) 463-8824. You can find more information about Expert Services in our Expert Services Menu.</sup>

2.8.3. eCommerce Managed WordPress (WooCommerce)
Supported

• Purchasing or renewing Managed WordPress WooCommerce
• Explaining the features and benefits of Managed WordPress WooCommerce account
• Making your domain name work with Managed WordPress WooCommerce plans
• Provisioning your Managed WordPress WooCommerce account
• Providing resources on WooCommerce and included extensions setup and update process
• Using our hosting control panels
• Providing basic settings for your FTP client
• Identifying hosting related performance issues 1
• Providing resources to add and remove products
• Providing resources for Hostsprite offered extensions
• Providing resources on the location of your shipping and payment options
• Providing resources to add and edit images to product galleries
• Providing resources on adding shop/product pages
• Providing resources for taxes and payment methods available in WooCommerce
• Explaining Managed WordPress Caching and how it can be cleared
• Providing resources to import and export products
• Providing resources on translations in WooCommerce
• Installing a Hostsprite SSL Certificate on Managed WordPress
• Security Monitoring ²
• File and Database backups daily ³
• Helping with core navigation of WordPress, such as the Admin Dashboard ⁴
• Installing the newest, vetted, version of WordPress on our platform
• Monitoring of Managed WordPress hardware and network
• Automatically updating WordPress to the newest, most secure, version

<sup>1. Identifying root cause of website performance issues – We will ensure that sending email through the web server, 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 modified scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning customized scripts or applications.
2. Security Monitoring and Compromise Review – Our security team is on the job 24/7, monitoring your site for suspicious activity and protecting it against brute force and DDoS attacks.
3. Data Backup – Your Managed WordPress hosting includes data backups which we typically have up 30 – 90 days of data retention available, however, we do not guarantee the availability or restoration of any lost data. A restoration can be requested through your Hosting Dashboard at any time. We also recommend the customer capture and maintain a secondary backup source through another service or locally.
4. Help with your site migration to Managed WordPress – We have an automated migration process that has a high success rate. If for some reason, your migration were to fail we will review common reasons for the failure and assist with requesting a new migration.</sup>

Not Supported

• Customizing images (quality, color, size, aspect ratio)
• Customizing templates
• Adding custom code (PHP, HTML, JavaScript, CSS)
• Third-party extension or themes
• Expired extensions or themes
• Adding products or product configuration
• Configuring shipping options
• Setting up taxes and payment options
• Setup and configuration of included WooCommerce themes and extensions
• Manually migrating your site to Managed WordPress
• Customizing your WordPress theme
• Helping with your website layout or design
• Troubleshooting third-party networks or applications
• Any client, script, application or content installed by Customer
• Installing third-party SSL certificates
• Configuring your website’s SEO settings
• Creating custom DNS zone files
• Troubleshooting any third-party services
• Configuring your email client
• Configuring your FTP client
• Troubleshooting third-party domain(s)
• Troubleshooting private name servers
• Checking for cross-browser compatibility
• Reviewing plugin/theme issues on our platform in depth

2.9. Virtual & Dedicated Servers.

(There are differences in naming conventions for our legacy servers and next generation servers. Next generation only contains Self-Managed and Fully-Managed while the legacy contains self-managed, managed, and fully managed.

VPS4 and Dedicated 4
Supported:

1. Self-Managed:
   • Purchasing or renewing servers
   • Explaining our server features and benefits
   • Resetting the root password
   • Provisioning your server
   • Fully managed hardware
   • Accessing your server via root/administrative access
   • Providing you the steps to migrate your hosting
2. Self-Managed with cPanel or Plesk control panel:
   • Providing resources for Installing your Hostsprite SSL certificate on qualified Hostsprite products¹
   • Backing up content and data on server²
   • Helping with core navigation of cPanel & WHM or Plesk hosting control panels
   • Explaining how to create custom DNS zone files
   • Provide settings and resources for configuring your email client
   • Provide basic steps to connect to FTP via Filezilla
   • As a part a server purchase Hostsprite Guides may assist with the following:
     • Provisioning your new server (naming your server, choosing your data center and setting up credentials)
     • Providing the correct settings and help with connecting to your server via SSH or RDC or Control Panel±
     • Creating your first cPanel or Plesk subscription±
     • Providing the default DNS settings to connect your domain to your VPS or Dedicated Server
     • Provide the settings to connect to your cPanel or Plesk via FTP±
     • Provide resources for managing PHP on your VPS or Dedicated server±
     • Provide steps to reset your admin password via Hostsprite hosting interface
     • Providing resources for managing services on your server±
     • Providing resources for setting up custom nameservers and DNS±
     • How to create and restore from snapshots ¤
     • While this list is not exhaustive it is the limit of what Hostsprite commits to supporting for your self-managed server with or without control panel.
3. Fully-Managed^8,9:
   • 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 Hostsprite SSL certificate on qualified Hostsprite products¹
   • Updating and patching core operating system
   • Backing up content and data on server²
   • Setting up your server
   • Providing dedicated sales and support line 24x7x365
   • All services listed in expert services⁶
   • Up to 5 website migrations during initial setup of the server
4. Expert Services^6,8
   • Providing dedicated sales and support line 24x7x365
   • DNS Setup
   • Domain Setup
   • Advanced Performance Analysis
   • Intrusion Prevention
   • Custom Firewall Rules (Windows Firewall or iptables only)⁴
   • Application or Software Installs
   • Database Management
   • PHP Version Upgrade
   • PHP Module Installation
   • Connection String Repair
   • Database Backup Script
   • Disk Space Audit
   • .htaccess file changes
   • Permissions and Ownership Audit
   • PHP Configuration Changes
   • Server Hardening
   • web.config file changes
   • SQL Server Express Installation
   • Disable WHM 2-Factor Authentication
   • MySQL Configuration Changes
   • Search and Replace
   • Email Spam Review
   • Content Recovery
   • Hosting Restore

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

<sup>± Only applicable for servers provisioned with cPanel or Plesk control panels
¤ Applies to Generation 4 VPS servers only
1. SSL installation is available as a paid service when a cPanel or Plesk control panel is provisioned with your server. This does not include command line, Tomcat, or IIS SSL installations. For alternative installation scenarios, Hostsprite may have other paid solutions.
2. Self-managed servers provisioned with a cPanel or Plesk control panel include the ability to run backups, but must be manually run. Exception:Generation 4 Dedicated Servers:The responsibility for maintaining backups for both snapshot and disaster recovery is the sole responsibility of the customer7
3. Additional fees may apply
4. Iptables rules such as opening port 3306 for direct MySQL access or blocking an IP from accessing the server.
5. 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.
6. 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 servers provisioned with a cPanel or Plesk control panel. To purchase these services, call (+1) (480) 463-8824. You can find more information about Expert Services in our Expert Services Menu.
7. 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 7 days data retention available; however, we do not guarantee the availability or restoration of any lost data. Restoration of data can be requested from our Expert Services6.
8. Fully Managed Support and Expert Services are available in the English-language only.
9. Fully Managed Support will not proactively search for malware nor can the team provide any malware scanning or removal services without the Website Security package being purchased for the domain/website in question. If the team is provided a location for the malware, FMS can remove it.</sup>

2.11. SSL Certificates.
Supported:

• Purchasing or renewing SSL Certificates
• Explaining SSL certificates features and benefits
• Installing your Hostsprite SSL on Hostsprite shared hosting for primary domains (not including command line or Tomcat SLL installations)
• Providing Resources/Explaining installation of a Hostsprite SSL Certificate on Hostsprite shared hosting for add-on domains¹
• Validating your SSL certificate
• Resending SSL validation emails
• Resolving common name conflicts
• Diagnosing SSL web browser errors
• Explaining how to modify your zone file for secure sites

Not Supported:

• Exporting SSL certificates to be used on multiple servers
• Installing an Hostsprite SSL certificate on third-party servers¹
• Installing a Hostsprite SSL Certificate on Hostsprite shared hosting for add-on domains¹
• Installing third-party SSL certificates
• Generating a CSR on third-party servers¹
• Generating a CSR on virtual and dedicated servers¹
• Training about HTML, PHP, or JavaScript

^{1 There’s an Expert Service for that.}

2.13. 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

2.14. Email Marketing.
Supported:

• Purchasing or renewing Email Marketing
• Explaining Email Marketing features and benefits
• Setting up your Email Marketing account
• Explaining how to use Email Marketing
• Understanding Email Marketing statistics
• Connecting your Email Marketing account to social media
• Connecting your Email Marketing account to compatible Hostsprite products
• Building you a custom banner or theme for free*

Not Supported:

• Editing and troubleshooting subscriber list files (CSV files)
• Cleaning, filtering, or modifying subscriber lists
• Building email templates on a customer’s behalf
• Creating email content (copywriting, adding images, etc.)
• Creating, editing, and troubleshooting custom HTML
• Publishing signup form code to website
• Creating custom statistic reports

^{* General Hostsprite C3 representatives are not able to build custom banners, but our GEM representatives are happy to help. Please email our GEM representatives with your request after purchasing your GEM plan.}

2.19. 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
• Configuring and Troubleshooting WAF, Backup and Monitoring products
• Malware Removal (with included plans)/product ticket

Not Supported:

• Server Level infection
• Troubleshooting website errors after malware removal
• Troubleshooting server-side errors for monitoring
• Troubleshooting email security issues
• Hardware Firewall Support
• Server-Side Errors (500 Errors, 404 Errors that are not caused by the firewall, etc.)
• Adding Secure Seal
• Site Health Issues that cannot be resolved by the firewall (Performance Optimization)
• Penetration Testing
• Setting up database Backup/Malware removal on entire hosting account