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

Web Hosting Control Panel (cPanel/Plesk)

Customisation of Hosting Environment

Emails

DNS

FTP

Backups and Restores

Website Availability Monitoring