Support

On a combination of customer supplied client software and third-party products it is important to define what is supported by our ALTER.NET INTERNETand what is the responsibility of the customer and/or third-party software vendors.It is important for our customers to understand that when ALTER.NET INTERNET initially delivers a hosting service it has been pre-tested to be in 100% working condition. In our 15+ years of hosting experience we have determined that most customer issues are usually a result of incompatibilities and configuration changes that are not compatible with our services. The following information outlines the scope and limitation of support for each product that ALTER.NET INTERNET offers. Due to the nature of web hosting, it is important to define what we support as a web hosting company and what is the responsibility of our clients.

We Support

  • Common Services. We actively monitor and ensure that all basic services are working, such as email, FTP, SSH, web serving, and cPanel. If you feel a service is not working, we will manually check to make sure it is working as intended.
  • Server Software. We will maintain and secure all software that resides on a server, such as Apache, MySQL, and PHP. We will control and determine the version and configuration of software on our servers. As a result, software we have installed may not always be the latest version available or be compatible with your own software.
  • Hardware. We will monitor and maintain all of the server hardware. In the event of a hardware failure, we will replace any faulty hardware as soon as possible.

Your Responsibility

  • Internet Training. It is expected that you have a basic understanding of Internet concepts such as DNS, email, and FTP.
  • Data Backup. You are responsible for maintaining current backups of your data. We maintain our own backups in the event of a disaster, however, we do not guarantee the availability or restoration of any lost data.
  • DNS Zone Files. A DNS zone file converts your IP address to your domain name. You can modify A, CNAME, MX, TXT, and other records for your domain's zone file .
  • Domain Names. You are responsible for using the supported services provided by your registrar for anything related to your domain name. If you choose not to use our nameservers, you are responsible for modifying your DNS records to point to your IP address, which can change without notification.
  • Domain Name Change. We may be able to change the primary domain name associated with your account, however, you are responsible for modifying any and all path names in any scripts or applications to reflect this change.
  • Email Client Configuration. We can assist you with the most basic settings for an email account with your preferred mail client, such as Microsoft Outlook or Apple Mail. However, we cannot assist you in any advanced configuration or troubleshooting, such as spam filtering. We will attempt to assist email setup for cell phones and/or tablets but this is done as a courtesy and ALTER.NET INTERNET will not be responsible if our attempt to help set up your email is not successful.
  • FTP Client Configuration. We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software. We will do our best to help you make a connection to your account.
  • Scripts & Applications. You are fully responsible for the installation and operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications. You are responsible for maintaining the latest version of any and all scripts and applications. This is a policy we must strictly adhere to.