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Policies & Options FAQ |
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ABOUT ACME INTERNET'S TECHNICAL
SUPPORT ENGINEERS
Acme understands the importance of quality, knowledgeable
technical support. With Microsoft Certified Systems
Engineers on staff running our network, your hosting services
are managed by trained professionals. Our technical team
members have passed the rigorous exams required to receive
certifications in such Internet-related specialties as:
Microsoft Windows Server 2000, 2003 and NT 4.0
Internet Information Server (web server)
Microsoft® FrontPage®
Numerous other desktop/server operating systems and
applications
Our support options are
carefully tailored to your needs based upon the complexity of
your web site.
DO YOU OFFER FREE TECHNICAL
SUPPORT?
Yes! Free technical support is available for
assistance in resolving any problems related to accessing your
web site via your browser, username or password,
publishing/uploading content to your web site, or any problems
that may be related to our web server hardware and
software. This does not necessarily include free support
for web design, or programming assistance. See Web Design
section below.
24 hour incident
reporting via e-mail and the web. For fastest service,
submit a support request via our Online
Support Help Desk or by sending e-mail to support@acmeinternet.com.
Online submission, if possible, is the preferred method of
communication for regular support issues and allows your request
to be routed directly to the support tech who can best address
your needs.
DO
YOU OFFER PHONE SUPPORT?
Yes. Free phone support is offered for connectivity issues
and assistance in confirming that your web site is accessible
for publishing via your username/password. Our main
switchboard is open 8:30am - 6:00pm CST, Monday through Friday.
24 hour/day incident reporting and tracking is available via the
Online
Support Help Desk.
DO
YOU HAVE 24-HOUR/EMERGENCY SUPPORT?
Acme's network is monitored both internally and externally
24/7. An on-duty network administrator is notified via
both e-mail and alpha-numeric pager in the event of a network
problem. Additionally, fax notification is enabled for
connectivity issues.
24-hour incident reporting is available via e-mail, the web
and voicemail. If you are unable to reach your web site,
first verify that you can access other sites on the Internet
including
Acme
Internet's Help Desk site. Then, contact us via E-mail,
or phone and describe what methods you have tried to
access your site. This will assist us in more quickly
troubleshooting the problem you are experiencing.
DO
YOU OFFER FREE WEB DESIGN / DEVELOPMENT SUPPORT?
Acme has created our own extensive online
support knowledge base - which rivals other hosting
services. Our online support area is frequently updated
with topics that feature step-by-step instructions for the most
common web site creation tasks. Assistance with web page
creation, site design, scripting, using ASP, CGI, databases, and
other custom programming features is available from one of our
Microsoft Certified Professionals on staff at very competitive
rates. Contact sales@acmeinternet.com
for details.
SOFTWARE
SUPPORT
Acme agrees to work with technical support engineers
from software companies from whom you have purchased web
publishing software (i.e.: Microsoft tech support, etc.).
Client understands that Acme cannot provide support for any web
publishing software if you are not a licensed owner of the
software or do not have access to installation disks.
Installation disks, CD-ROM's, or access to the individual
software company's tech support personnel may be necessary to
reinstall or reconfigure your web publishing software.
SCOPE
OF SERVICE
Client agrees and understands that the extent of Acme's
services are web site hosting, E-mail, web design / development
and other related Internet Services. By using our web
hosting services, client understands that they are contracting
for the use of disk space on our web server and access to place
files in that space. Our web hosting services do not
include design assistance, troubleshooting of computer hardware
or software problems on client's computer, or other support
outside of the scope of web site hosting. Free support is
limited to assisting client in accessing the account via
username and password, and other issues that relate to accessing
or placing files in the users web account. For further
information see "USE OF SERVICE".
USE
OF SERVICE
Use of ACME's Web Hosting service requires a certain
level of knowledge in the use of Internet languages, protocols,
and software. This level of knowledge varies depending on the
anticipated use and desired content of client's web site.
The following examples are offered:
Web Publishing:
requires a knowledge of HTML, web authoring software interfaces,
properly locating and linking documents, FTPing web site
contents, creation of graphics, text, sound, use of email and
accessing and managing files on clients own computer.
Programming:
Use of CGI/Perl scripts, Active Server Pages, databases, java,
etc. requires a knowledge of these programming
languages. Acme's support for these is limited to
providing the necessary access on server to allow client to use
these features.
The Client agrees that
he or she has the necessary knowledge to access our network,
create web content and operate any web software located on
Client's own computer. Client agrees that it is not the
responsibility of ACME to provide this knowledge or customer
support outside of the defined service of ACME.
ACCESS
TO INTERNET
Client must have their own access to the Internet and
the World Wide Web. ACME does not supply these services. Acme
specializes in Web Hosting and other related services. At
the client's request, ACME may recommend vendors for such access
services to the client.
SUPPORT
LOCATION
Support is made via telephone or electronic mail to the client's
site and upon ACME's equipment. Due to the nature of our
service, we are unable to provide drop-in support at our
offices. However, we do offer scheduled consulting
services at our offices or yours. Please contact our sales
department for an appointment and for a cost estimate.
We also offer Internet training classes. Our class
schedule is posted on our web site at: http://www.acmeinternet.com/class.html
ACME'S
COMMITMENT TO OUR CLIENTS
Our aim is to offer friendly technical support and assistance, and
make publishing your web site a rewarding and enjoyable
experience. We only regret that our commitment to all of
our customers, and the complexities of publishing on the web, do
not allow us the time or the resources to offer unlimited
computer technical support in areas not directly related to
accessing your web hosting account.
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