cPanel WHM Support Scope

Overview
 
The following article outlines the support scope for our cPanel WHM reseller hosting plans. This document is important as there are multi-levels of support when dealing with reseller plans, our responsibility to you (our customer) and your responsibility to your customers.

Hardware Supported by TPP Wholesale Reseller Responsibility
Network Availability We will ensure that the server has a reachable network address and is accessible from major internet carriers. None
Hardware We will monitor and maintain all aspects of server hardware. If hardware failure occurs we will replace any faulty hardware as soon as possible. We maintain an inventory of replacement components and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner. None
Internet Training None We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, and FTP.
List/operation of common services. We will monitor and ensure that all basic services are working, such as email (SMTP), web serving (HTTP), FTP, DNS and cPanel control panel*.* None
Data Backup. Daily snapshot You are responsible for individual site backups. We do employ backup policies around the entire cPanel network, but we do not guarantee successful restoration.
Scripts and Applications None Due to the quantity and ever-changing complexity of internet software, it isn’t feasible for us to know how all the applications you’re running work. You are fully responsible for the installation and correct operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications.  This is a policy that we must strictly adhere to.
SSL We do offer installation and full support of GeoTrust QuickSSL certificates that are purchased through us.We offer a shared SSL certificate for all servers. We do not offer support or installation service of SSL certificates that have been purchased through an alternate supplier. We strongly encourage you work with your SSL provider towards a resolution.
If you require TPP Wholesale to install an external SSL Certificate, please email support@tppwholesale.com.au for approval from management.
Software Installation Support None TPP Wholesale does not provide support for the installation and/or configuration of any software libraries:
bcmath, bz2, calendar, cgi, ctype, curl, date, dom, exif, filter, ftp, gd, hash, iconv, imap, json, libxml, mbstring, mcrypt, mysql, mysqli, openssl, pcre, PDO, pdo, pdo, posix,Reflection, session, SimpleXML, soap, sockets, SPL, SQLite, standard, tidy, timezonedb, tokenizer, xml, xmlreader, xmlwriter, Zend Optimizer, zip, zlib
Software Supported by TPP Wholesale Reseller Responsibility
Version updates. Should you need an immediate update due to a security issue, we will make every effort to notify you of this update, but are not obligated to.
Security updates are automatically applied when released upstream. (Ksplice).
None
Features and Usage. None You are responsible for understanding the features of the software, documentation, and help files associated with the cPanel software. You are also responsible for creating and configuring clients, domains and users.
Email Configuration None You are responsible for setting up an email account with your client software such as Microsoft Outlook or Apple Mail with the most basic server settings. We cannot assist you in any advanced configuration or troubleshooting such as spam filtering, message rules, etc.
FTP Client Configuration We will ensure that port 21 is available. 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 using the steps outlined in our Knowledge Base articles.
Website Investigation only - if we deem any issue to be related to the server environment, we will troubleshoot. We cannot provide extensive troubleshooting relating to website errors or development issues. We will do our best to help you resolve the issue through our support knowledge.
Clients None You are responsible for the troubleshooting of customer facing issues. We have a strict policy not to communicate with resellers' customers.

 

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