Shared & Reseller Support Boundaries

Digital Pacific’s shared hosting support is here to ensure all server side services required for the management and delivery of a customer’s website, web application, and/or emails are functioning and operating correctly, and to assist clients in understanding the basics of connecting to the services we provide. Wherever possible, Digital Pacific will make every effort to support our customers within the support boundaries scope outlined below.

Digital Pacific also has an extensive Knowledgebase that provides guides on the most common issues and we strongly encourage customers to use this resource to both seek support and become more familiar with our services and the extent of our support.

We do still encourage customers to open a support request, even if they feel the issue is not covered under our support boundaries, as it never hurts to ask.

The General Scope of Digital Pacific Support is to:

1. Ensure all server services(HTTP, Mail, FTP, MySQL, DNS, etc) are running as normal as per our standard shared server configuration.
2. Ensure clients understand how to connect to their accounts via FTP, cPanel/Plesk, webmail, etc and are aware of where they should be uploading their website files to.
3. Ensure clients have the appropriate configuration information to setup and connect to email accounts, FTP, and Control Panels hosted on our servers.
4. Assist with understanding what tools they have available to them within their control panels and what the tools do if required.

Customer Responsibility

Internet Training

Digital Pacific does not provide training or educational services regarding basic operation of internet technologies and concepts. A basic understanding of internet concepts such as DNS, Email, FTP and managing web applications is expected and Digital Pacific is unable to provide assistive training with these concepts.

Data Backup

Whilst Digital Pacific maintains our own backups for all shared services, the customer is responsible for maintaining their own current backups of all their important data. Digital Pacific cannot guarantee the availability, data integrity or successful restoration of any lost data. If the customer would like to restore data to their account from our backups, there is an additional fee of $40.00 per restoration attempt.

Customer Support Contacts

Only defined customer contacts can submit support issues, and these support requests must be submitted using the contact email addresses listed under the account. Customers can add and update additional contacts from their billing portal.

Resellers

It is a reseller’s responsibility to support their customers and Digital Pacific will not directly communicate with a customer of a reseller for support issues. If a reseller’s customer is having issues, the reseller should contact Digital Pacific directly on their customer’s behalf.

Support Boundaries

The following tables list a variety of support scenarios encountered by Digital Pacific support staff and attempts to give an indicative explanation as to what is and isn’t supported by default.

Limitations and Exclusions

1. For all desktop email and FTP configuration enquiries, Digital Pacific will provide documentation or instructions for configuring the connection settings in one primary FTP or email account on one primary PC using one primary application from our list of supported applications above.
2. All additional email or FTP configurations need to be performed by the customer or a third party support provider. This includes reconfiguring existing accounts setup with the assistance of Digital Pacific that have ended up in a non-working state due to the actions of the customer or a third party.
3. Digital Pacific does not provide advanced application support such as teaching a customer how to operate an application or performing data exporting or importing to or from other applications or existing backups.

Shared Support Fair Usage Policy

to ensure we can provide an efficient and fair level of support all of our customers, Digital Pacific has introduced a Shared Support Fair Usage Policy that can be read here.

Displaying Of Website

Nature Of Support Query	Supported	Not Supported
Initial uploading of website	provide login information for uploading site via FTP or control panel file manager. provide correct upload location for applicable control panel.	Upload and installation of client website or data, except where migration product has been purchased.
Website not displaying	Issues relating to any server component or service not functioning correctly. Diagnosing basic issues pertaining to file/folder permissions, location of files on server, or server security systems preventing functionality. DNS configuration, except where DNS is hosted externally	Diagnosing or fixing advanced issues relating to website scripting. Incompatibilities with server software versions or server security configuration restrictions. Adjusting server security or limitations beyond standard shared configuration boundaries
Website returning errors	Issues relating to any server component or service not functioning correctly. Diagnosing basic issues pertaining to file/folder permissions, location of files on server, or server security systems (e.g. ModSec, Suhosin) preventing functionality.	Diagnosing or fixing advanced issues relating to website scripting. Incompatibilities with server software versions or server security configuration restrictions. Adjusting server security or limitations beyond standard shared configuration boundaries
Website components not functioning as expected	Issues relating to any server component or service not functioning correctly. Diagnosing basic issues pertaining to file/folder permissions, location of files on server, or server security systems preventing functionality.	Diagnosing or fixing advanced issues relating to website scripting. Incompatibilities with server software versions or server security configuration restrictions. Adjusting server security or limitations beyond standard shared configuration boundaries

Web Hosting Control Panel (cPanel/Plesk)

Nature Of Support Query	Supported	Not Supported
Cannot access control panel	Ensure client is aware of required server ports. Ensure client is aware of correct URL for secure and warning free access.	Resolving DNS misconfiguration where DNS is hosted externally.
Control panel functions not working correctly	Issues relating to any server component not functioning correctly.	Issues relating to bugs within the control panel software. If an issue is brought to our attention,we will forward the issue onto the appropriate developers but cannot place guarantees on when a fix will be implemented.
Control panel functions disabled	Enabling of functions that are part of our standard shared hosting configuration if mistakenly disabled.	Enabling of Control Panel functions that have been disabled due to security or shared hosting configuration restrictions.

Customisation of Hosting Environment

Nature Of Support Query	Supported	Not Supported
ModSecurity	Disabling of individual rules. Disabling of ModSecurity for a specific domain.	Disabling of ModSecurity server wide.
Modifications to Suhosin	N/A	Disabling of Suhosin – NOTE: this cannot be disabled on a per account basis either with our configuration. Customers need to find an alternative work around if encountering issues due to Suhosin restrictions.
Installation of additional server modules (EasyApache)	If a module exists within EasyApache, we will investigate requests to have these installed on case by case basis. No guarantees are made that we will approve an additional module to be installed.	Installation of third party modules or applications that require being installed at the root level.
Customisation of PHP with .htaccess	Many PHP values can be adjusted using .htaccess php flag entries. Limitations to values are also in place as part of the Suhosin configuration so values can only be adjusted to a certain point.	Creation of custom php.ini files.
Custom Apache Configurations	N/A	Adjusting of httpd.conf – Under no circumstances should a custom httpd.conf be implemented in shared hosting.

Emails

Nature Of Support Query	Supported	Not Supported
Basic email application setup	Providing documentation and instructions on configuring connection settings in supported email applications.	Assistance with configuring unsupported email applications. Advanced operational assistance of supported email applications.
Cannot send or receive	Issues relating to server component not functioning correctly. Ensuring client has correct configuration information. DNS configuration, except where DNS is external.	Issue relating to client’s ISP Issues relating to client side network restrictions, configurations, or equipment.
Cannot login to webmail	Issues relating to server component not functioning correctly. Ensure logins working correctly. Ensure client is aware of server port requirements.	Issues relating to client side network restrictions, configurations, or equipment. Individual browser issues or incompatibilities
Webmail not functioning correctly	Issues relating to server component not functioning correctly.	Issues specific to particular browsers requiring developer upgrades of webmail applications or the web browser concerned.

DNS

Nature Of Support Query	Supported	Not Supported
Domain, MX, or additional A records/CNAMES not resolving.	Diagnosing where issue is (internal/external). Resolving DNS misconfiguration for DP hosted DNS.	Resolving DNS misconfiguration where DNS is hosted externally.

FTP

Nature Of Support Query	Supported	Not Supported
FTP access and configuration	Providing required configuration information. Assistance with basic FTP account setup for support FTP applications.	Issues relating to client side networking restrictions or equipment configurations. FTP account setup in unsupported FTP applications.

Backups and Restores

Nature Of Support Query	Supported	Not Supported
Backup Requests	Ensure client is aware of available tools and understands basics of using tools provided.	Setting up custom backup scripts for installed web applications.
Restore requests	Restoring cpmove files from external hosts. Restore MySQL R1Soft backups (fee applies). Restore website files using R1Soft(fee applies).	Restoring sites from external hosts not utilising cPanel, except where migration product has been purchased.

Website Availability Monitoring

Nature Of Support Query	Supported	Not Supported
Downtime alerting, external monitoring	Creating announcements for current issues being experienced.	Providing monitoring alerts directly to clients.