Guidelines for Using Interland`s Technical Support Interland

Guidelines for Using Interland`s Technical Support Interland
Guidelines for Using Interland's Technical Support
Interland unleashes the power of the Internet to businesses around the world by providing
superior customer support, leading-edge technologies and value-added tools and services
needed to create, host and support high-quality Web sites. Interland supports a large variety of
Internet tools and technology, some of which can be quite complex. A number of features are
designed for advanced users and require a fair amount of technical knowledge. Excellent Web
sites can be built using simpler tools that Interland provides and we encourage users to choose
tools and methods that match their skill levels. Interland is primarily an Internet hosting company,
dedicated to providing excellent value to our customers. Therefore, we are not able to provide
application support nor can we help users with techniques that may be beyond their skill levels.
Interland offers consulting and design service for those customers who may need expert
assistance. To find out more about these services, please call our Sales department at 1-800214-1460.
To assist our customers with their technical needs, Interland offers all hosting customers an
extensive online support system complete with online tutorials, knowledge base articles and
frequently asked questions (FAQs). Interland also has an online support ticket system as well as
customer service and technical phone support 24 hours a day, 7 days a week. For a detailed
description of our Standard Support Procedures and Parameters, please see below.
Interland Standard Support Procedures
For quick and efficient resolution to your issue, follow these steps:
Refer to Interland Online Support site at http://support.interland.com. The FAQs, tutorials and
knowledge base will provide fast, effective answers to most of your questions. You may also log
on to the Customer Resource Center (using your domain name and secret word) to open a
support ticket from this site if you can't find the solution to your inquiry. You should expect to
receive a response to your inquiry within 24 hours.
Although we recommend use of the online support ticket system for most inquiries, Interland
offers hosting customers technical phone support 24 hours a day, 7 days a week. Please contact
our customer support specialists at 1-800-589-5060 for assistance.
Server Connectivity
Interland will be able to perform the following tests to ensure that your server is functioning
properly:
•
•
•
•
Industry standard PING test to the IP address of the site
Industry standard traceroute to the IP address of the site
Log on to the server to verify that proper software and system resources are available by
insuring that the resource allocation services monitor is performing up to industryaccepted standards
Log on to the server to verify the integrity of the virtual Webs by insuring that the virtual
Web site is running and mapped in IIS in accordance with industry standards
Interland cannot be held responsible for issues that cannot be recreated by our technical support
specialists; this includes non-Interland router issues, non-Interland DNS server issues and ISP
connectivity.
FTP
Interland will be able to perform the following tests to ensure your site's FTP services are
functioning properly:
•
•
•
Connect to the FTP site with a browser using the customer's IP address, administrative
user name and password
Connect to the FTP site with a browser to ensure a site's files can be transferred,
modified and deleted by the administrative user
Log on to the server to verify the integrity of the virtual FTP by insuring that the virtual
FTP site is running and mapped in IIS in accordance with industry standards
Anonymous FTP is not supported. Interland cannot provide support for issues resulting from the
use of third-party FTP software such as the FTP modules in page creation software such as
Dreamweaver, GoLive, FrontPage, or FTP packages such as WS_FTP, Fetch, CuteFTP and
Coffee Cup. Interland cannot be held responsible for issues that cannot be recreated by our
technical support specialists; this includes non-Interland router issues, non-Interland DNS server
issues and ISP connectivity. Interland's online support site can provide the customer with
additional information on third-party FTP clients. Customers may find additional information at the
FTP client manufacturer's Web site. Interland's Technical Support department is not in a position
to offer "how to" help in using any third-party FTP software.
Domain Name Issues
Interland will be able to perform the following tests and services for domain support:
•
•
•
Query Interland's own domain name servers to verify correct entries for your domain
records
Use the Network Solutions WHOIS query to verify that the customer's domain name
servers are pointed to Interland's DNS servers
Verify that a domain transfer request has been sent to NSI
Changes to domain contact information with Network Solutions is only done on a fee basis.
Interland cannot be held responsible for issues pertaining to Internet propagation.
IMail
Interland will be able to perform the following tests to ensure your site's IMail services are
functioning properly:
•
•
•
•
Connect with a browser to the mail interface available at
http://mail.yourdomainname.com:8383
Use a browser to send and receive e-mail from the mail interface available at
http://mail.yourdomainname.com:8383
Connect with a browser to the mail administrative interface available at
http://mail.yourdomainname.com: 8181
Use a browser to verify that the administrative account can create, delete and modify mail
users through the Web interface available at http://mail.yourdomainname.com: 8181
Interland will be unable to resolve issues that cannot be recreated by our technical support
specialists. Interland will also be unable to resolve issues relating to domain name propagation or
from the use of third-party software such as Outlook, Outlook Express, Netscape Mail and
Eudora. Interland will be unable to resolve non-Interland issues such as non-Interland router
issues, ISP connectivity and SMTP mail relay blocking by ISPs. Interland is unable to configure
third-party mail clients. Interland provides basic configuration information for third-party mail
clients at http://support.interland.com.
InterMail
Interland will be able to perform the following tests to ensure your site's InterMail services are
functioning properly:
•
•
•
Connect via a browser to the mail interface available at http://webmail.registeredsite.com/
Use a browser to send and receive e-mail from the Web interface available at
http://webmail.registeredsite.com/
Use a browser to verify that the administrative account can create, delete and modify mail
accounts using the Web interface available at http://webmail.registeredsite.com/
Interland will be unable to resolve issues that cannot be recreated by our technical support
specialists. Interland will be unable to resolve issues relating to domain name propagation.
Interland will be unable to resolve issues resulting from the use of third-party software such as
Outlook, Outlook Express, Netscape Mail and Eudora. Interland will be unable to resolve nonInterland issues such as non-Interland router issues, ISP connectivity and SMTP mail relay
blocking by ISPs. Interland will be unable to configure third-party mail clients. Interland provides
basic configuration information for third-party mail clients at http://support.interland.com.
FrontPage Hosting Support
Interland will be able to perform the following tests to verify FrontPage extensions are functioning:
•
•
•
•
Use FrontPage to connect to the Web site with the administrative user account
Use FrontPage to verify that the default administrator can recalculate hyperlinks and
create, delete, and modify HTML pages
Log on to the server to verify that FrontPage and Office 2000 server-side extensions are
installed in accordance with the customer's plan and server type
Log on to the server to verify that the site's FrontPage extensions permissions are
configured in accordance with manufacturer's recommendations
Interland will be unable to resolve issues that cannot be recreated by our technical support
specialists. This includes non-Interland router issues and ISP connectivity. Please be aware that
if FrontPage extensions become corrupt and must be reinstalled, Shared Borders, Themes and
Child Webs may no longer function. In this case, it will be necessary for the customer to reupload their site. Interland will be unable to re-upload site files due to possible corruption of
components. Interland Technical Support will be unable to provide FrontPage application support
or Web page design assistance.
Due to the unique security requirements of a shared hosting platform, Interland does not allow
Sharepoint sites on its shared servers. As a result, customers will not be able to use the
features of FrontPage 2002 that allow integration with Sharepoint. In addition, Interland Technical
Support is unable to troubleshoot or resolve issues related to Sharepoint.
Because Microsoft bCentral™ Commerce Manager is an application hosted by Microsoft,
Interland does not support its use.
For support of all issues pertaining to the FrontPage software itself, please see the vendor at
www.microsoft.com.
SQL Server Database
Interland offers the following SQL support:
•
•
•
Verify that the administrative account can connect to the SQL account
Verify that the administrative account can create and delete tables in their SQL database
Verify that the database is sized in accordance with the customer's hosting plan
Customers may purchase additional storage space and databases by contacting their account
manager. Please visit Interland’s online support site at http://support.interland.com to view the
latest information regarding our SQL offerings. Interland is not responsible for administrating any
customer SQL database. Interland will be unable to upload or upsize any Access database to
SQL.
Currently Interland does not support the use of the following features of SQL 2000:
• DTS Packages
• Database Replication
• Mail Services
• XML Support
• Distributed Transactions
• Database Maintenance Plans
• Web Assistant
• Multiple Instances
• English Query
For support of all issues pertaining to the FrontPage software itself, please see the vendor at
www.microsoft.com.
Access Database
Interland offers the following support:
•
•
Verify proper drivers are installed and working
Verify the connection string generator on the administration page is working properly
Interland is not responsible for administering any customer Access database. Interland cannot
upload or upsize any Access database or provide application support.
Scripting
Interland offers the following scripting support:
•
•
Verify correct server-side mapping to interpreters, services and DLLs within IIS
Verify that our sample e-mail forms located on the Interland administration page and
confirmation forms are functioning properly on your server
Scripting is an advanced function and is only recommended for technically skilled individuals.
Customers desiring technical assistance (other than the aforementioned) with customer-installed
scripts must purchase a consultation with one of our Web technicians.
Site and Data Restorations
It is the customer's responsibility, and in their best interest, to keep a backup copy of their Web
site and to regularly back up their site according to their own schedule. Interland cannot restore
individual customer server information. To view how to back up your information by using FTP to
download your site to a local computer, visit
http://support.interland.com/PublicResourceCenter/ReferenceCenter/tutorials/software/ftp/index.asp.
Administration Page
Interland provides customers with their own administration page. The administration page is
designed so that customers will be able to self-administer their sites. Interland will be able to
perform the following tests to determine that the administration page is functioning properly:
•
•
•
•
•
•
•
•
Connect to administration page via a browser
Verify the administrative user can create, delete and modify sub-users
Verify the administrative user can create, modify and display DSN and DSN-less
connection strings
Verify the administrative user can run all account reports
Verify the administrative user can set server-side application settings
Verify the administrative user can enable server-side directory listings
Verify the administrative user can remove and reinstall FrontPage extensions
Verify the administrative user can install ASP and FormMail samples
Interland recommends that customers visit http://support.interland.com for an online tutorial that
will instruct on how to get the most out of the administration page features Interland offers.
Interland will be able to verify the functionality of the administration page. It will be the customer's
responsibility to administer their site. The customer will be responsible for creating any additional
users and assigning permissions to their site. If at any time you are unable to set permissions and
need the site permissions returned to their default setting, Interland will be happy to assist you.
Please be aware that if the customer requests Interland to resolve an issue, the solution may
require that the site permissions be reset to their default setting. If this happens, it will be
necessary for the customer to reset any non-standard permissions.
WebTrends
Interland will perform the following tests to verify that WebTrends functions are working properly:
•
•
•
Submit a report request to the WebTrends server to verify that the server is processing
the request
Log on to the customer's server and verify that log files are present in the correct site
directory
Log on to the customer's server to verify that log file from the last 30 days are present
Interland cannot guarantee the accuracy of WebTrends results and Interland does not
recommend billing or similar functions based on WebTrends data. While generally accurate,
WebTrends is only designed to give an indication of site activity. Interland's WebTrends server is
configured to report only on the previous 30 days of site traffic. Interland servers will maintain log
files for the previous 60 days. Customers will be able to use a browser or FTP client to download
a site's old log files. Customers will be able to find additional information at
http://www.webtrends.com. Interland will be unable to resolve issues concerning browserdependent formatting of WebTrends information. Please visit Interland Online Support at
https://support.interland.com/PrivateResourceCenter/ReferenceCenter/faqs/nt/shock.htm and
click Account Report for an online tutorial on WebTrends reporting.
ColdFusion
ColdFusion is only supported under special plans. Please consult http://support.interland.com/ for
specifics.
Media Servers
Interland will offer the following Media support:
•
•
•
•
Verify that your default user can connect to your Media Server
Verify that the default user can upload, download and delete files
Verify that media will stream
Verify that the allocated storage space is configured in accordance with the customer's
plan
Contact your account manager to purchase additional storage space. Please visit our Web site at
http://interland.com to view the latest information on our Media Server offerings. Interland will be
unable to create files and links to media files on the Media Server.
Components and DLLs
Interland provides on all Windows 2000 servers a standard set of components and dynamic link
libraries (DLLs) for users. Customers wishing to utilize these DLLs on NT 4.0 servers must supply
all DLL licensing and registration to Interland for installation. Special or unique DLLs cannot be
installed on shared servers, but Interland offers dedicated server plans which allow for custom
DLLs and components. Interland offers the following standard package of DLLs for customer use:
AspTear - Acts like a Web client and pulls data from Web pages; performs POST, GET and SSL
functions
w3JMail - Mailer component; current version in use by Interland
w3SiteTree - Site tree component used to make navigation trees
SAFileUp - Used to upload files; current version in use by Interland
SACheck - Used to validate form input
ASPMail - ASP Mailer
ASPPop3 - POP3 client for ASP
AspLib - General function library for ASP
ASPDNS - DNS Lookup and reverse lookup
AspImage - Creates or modifies images "on the fly"
email.dll - Mailer component
pricekey.dll - Cart 32 for shopping carts
cdonts.dll - Mailer component
pfppross.dll - SSL functions
Interland will support the above DLLs by doing the following:
•
•
Verify that the DLL is installed by checking the registry on the server
Verify that the permissions for the DLL are correct for global uses
Due to the complexity of using DLLs, Interland can only offer product use help for all "how to"
questions via the FAQs, knowledge base and select tutorials on our online support site as well as
the product vendor's FAQ or help section. The VeriSign DLL is part of a standard build and only
usable if you have the licensing for the use of the DLL on the server.
E-commerce
Due to the complexity and variety of e-commerce software, Interland can only provide the stated
support for the following e-commerce products:
Shopping carts
In general, Interland only provides setup and installation support for shopping
carts. It is suggested that customers contact the shopping cart vendor for
technical support on shopping cart usage specifics. Interland cannot engage the
manufacturer of the software to handle support on your behalf.
OpenMarket ShopSite
•
•
•
Interland will be able to make sure the cart is installed and operating
properly on the server by logging on as the cart administrator and
performing a simple task.
Interland will be able to check that proper permissions are set to allow
the cart to function by logging on to the server and checking the directory
security settings that the cart utilizes.
Due to the inherent complexities of transferring carts from another host,
Interland must refer all technical support to the product vendor.
Due to the complexity of the product, Interland can only offer product use help for
all "how to" questions via the FAQs, knowledge base and select tutorials on our
online support site as well as the product vendor's FAQ or help section. Due to
the complexity of reinstalling the shopping cart, an additional setup fee will be
charged to the account for this service. As there are several complex server-side
configuration changes that must be made to ensure a successful switch from an
IP address to a domain name, customers will be billed an additional setup fee for
the changes. Interland can return the cart to its default settings; however, due to
the complexity of the task, there will be a setup fee charged for performing this
task.
Miva
•
•
•
•
Interland will be able to make sure the cart is installed and operating
properly on the server by logging on as the cart administrator and
performing a simple task.
Interland will be able to check that proper permissions are set to allow
the cart to function by logging on to the server and checking the directory
security settings that the cart utilizes.
Interland will insure that the VeriSign Payment Services, AuthorizeNet,
LinkPoint/CSI, Cybercash, and UPS Commerce libraries are installed,
but will not guarantee or support the functionality of any payment method
offered.
All Miva customers are granted FTP access to their Data directory. You
may upload/download and install Third-party Miva Modules. Be advised
that you do this at your own risk and Interland does not guarantee or
support the functionality of these third-party modules.
Due to the complexity of the product, Interland can only offer product use help for
all "how to" questions via the FAQs, knowledge base and select tutorials on our
online support site as well as the product vendor's FAQ or help section. Due to
the complexity of reinstalling the shopping cart, an additional setup fee will be
charged to the account for this service. As there are several complex server-side
configuration changes that must be made to ensure a successful switch from an
IP address to a domain name, customers will be billed an additional setup fee for
the changes. Interland can return the cart to its default settings; however, due to
the complexity of the task, there will be a setup fee charged for performing this
task.
CyberCash
•
•
•
Interland will log on to the server and check the directory security
settings and make sure the proper permissions are set to allow the DLLs
and the test scripts to function correctly.
A setup fee will be charged for installation of the Build-Merchant MCK
Test Scripts.
Due to the inherent complexity of this product, all technical support for
this product and the test scripts will be referred back to the vendor of the
product.
Due to the complexity of the product, Interland can only offer product use help for
all "how to" questions via the FAQs, knowledge base and select tutorials on our
online support site as well as the product vendor's FAQ or help section.
PDG
•
•
•
Interland will be able to make sure the cart is installed and operating
properly on the server by logging on as the cart administrator and
performing a simple task.
Interland will be able to check that proper permissions are set to allow
the cart to function by logging on to the server and checking the directory
security settings that the cart utilizes.
Due to the inherent complexities of transferring carts from another host,
Interland will have to refer all technical support to the product vendor.
Due to the complexity of the product, Interland can only offer product use help for
all "how to" questions via the FAQs, knowledge base and select tutorials on our
online support site as well as the product vendor's FAQ or help section. Due to
the complexity of reinstalling the shopping cart, an additional setup fee will be
charged to the account. As there are several complex server-side configuration
changes that must be made in order to ensure a successful switch from an IP
address to a domain name, customers will be billed an additional setup fee for
the changes. Interland can return the cart to its default settings; however, due to
the complexity of the task, there will be a setup fee charged for performing this
task.
StoreFront 2000
•
•
Interland will make sure the customer is on the correct StoreFront server.
Interland will be able to make sure the cart is installed and operating
properly on the server by logging on as the cart administrator and
performing a simple task.
•
•
•
•
Interland will be able to check that proper permissions are set to allow
the cart to function by logging on to the server and checking the directory
security settings that the cart utilizes.
Interland will check to insure that the MSADC virtual directory exists by
logging on to the server and checking the system files.
If determined necessary, Interland will run a REPAIR on the DSN of the
database that the cart is using.
Interland does not support the use of the UPS plug-in for this cart.
Due to the complexity of the product, Interland can only offer product use help for
all "how to" questions via the FAQs, knowledge base and select tutorials on our
online support site as well as the product vendor's FAQ or help section. Due to
the complexity of reinstalling the shopping cart, an additional setup fee will be
charged to the account. As there are several complex server-side configuration
changes that must be made in order to ensure a successful switch from an IP
address to a domain name, customers will be billed an additional setup fee for
the changes. Interland can return the cart to its default settings; however, due to
the complexity of the task, there will be a setup fee charged for performing this
task.
Secure Socket Layer (SSL)
VeriSign or Thawte
•
•
Interland will log on to the server and verify that the key and registration
are on the server, in the event it is not working.
Interland will log on to the server and verify that the proper port on the
server is open to allow SSL to work.
Interland will charge a service fee for the following:
•
•
•
Provisioning (enrollment and installation) of new secure certificates
Moving of certificates from server to server
Transfer of certificates from other hosting companies
Due to the complexity of the product, Interland can only offer product use help for
all "how to" questions via the FAQs, knowledge base and select tutorials on our
online support site as well as the product vendor's FAQ or help section.
VeriSign Payment Services (formerly Signio)
•
•
Interland will install and register the DLL at the customer's request.
Interland will verify the DLL is registered by checking the registry on the
server.
Due to the complexity of the product, Interland can only offer product use help for
all "how to" questions via the FAQs, knowledge base and select tutorials on our
online support site as well as the product vendor's FAQ or help section.
With the wide array of e-commerce products available, Interland can only offer technical support
and product use help for the abovementioned products.
Interland's Technical Support Expectations
In order that you may be better able to plan the implementation of your shared hosting account,
listed below are examples of time frames you may expect.
Request Type
Actual Time Stipulation
Zone file changes
(DNS)
•
•
Orders processed by Sales within 24 hours
Please allow 72 hours for propagation before
changes are effective.
Domain name
registration and
incoming transfers
•
•
Order processed by Sales within 2 - 4 days
Please plan on 3-5 days for your domain name to
become active on your Interland account. Before your
domain transfers, you may use the numeric IP
address to publish your files and set up your mail
accounts.
Transfers are normally processed within 5 days
•
SSL certificate
requests
•
•
•
•
Order processed by Sales within 24 hours
The customer is required to work with the certificate
authority providing the SSL certificate to provide
proper documentation, therefore the entire process
may take up to 2 weeks.
The customer is responsible for filling out the request
form which will be processed in approximately 1
business day after it is received.
The SSL Certificate will be installed within 1 business
day after it is received from the SSL certificate
authority
Plan changes -- upgrades
from TrueBasic,
TrueAdvanced and
TrueBusiness Plans
•
•
•
Linux/UNIX to NT/2000
and NT/2000 to
Linux/UNIX platform
changes
•
•
•
•
•
Account cancellations
•
Order processed by Sales within 24 hours
Allow 24 hours for DNS update before new
hosting account can be accessed via via IP
address.
Customers will be required to back up all
HTML code and images from their shared
environment and re-upload content to the
new location once the hosting account is
upgraded.
Order proceed by Sales within 24 hours.
Platform changes are not supported. In order
to effect such a change, customers will be
required to place a new order for the desired
plan type and authorize deletion of the
existing hosting account.
Customers will be required to back up any
existing environment content from the original
site beforehand and re-upload the content
once the new hosting account is activated.
It may take up to 2 days for the domain to
point to the new IP address.
There is a $40 charge for this service.
Accounts with open billing items may require
extra time.
Was this manual useful for you? yes no
Thank you for your participation!

* Your assessment is very important for improving the work of artificial intelligence, which forms the content of this project

Download PDF

advertising