Statement of Support

Our team at Domaingood captures the essence of your company and sets you apart with a powerful visual identity.

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Domain Good – STATEMENT OF SUPPORT
Last Revised: 9/30/2020

1. Overview
   As Domain Good adds new features and services for You, and as You add new third-party applications and software, it’s important that we inform You what support services Domain Good provides and what it does not. This Statement of Support is not intended as, and does not constitute, a binding agreement by either You or Domain Good and is merely intended to specify some of the proposed guidelines of Domain Good’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of Domain Good without notice to You. Some of the products and services listed below may not be available in all markets.
2. Description of Support Services
   Overall Guidance.

Supported:

Purchasing or renewing Domain Good products
Setting up Domain Good products
Showing you the steps to use our products
Diagnosing connection or access errors
Ensuring our systems and architecture are up and running
Not Supported:

Configuring and customizing your application settings
Troubleshooting network connections
Creating websites and content (naming, drafting, building, publishing)
Getting people to your website
Learning how the Internet works (code, servers, and connections)
Training about your computer, mobile device, or tablet
2.1. Domain Names.
Supported:

Registering or renewing domain names
Setting up domain names (websites, hosting, and email)
Using our Domain Manager
Managing domain names
Explaining how to update domain name contact information
Showing you where to create and edit DNS zone files
Modifying zone files to work with Domain Good products
Not Supported:
Modifying zone files to work with non-Domain Good products
Configuring advance zone files
Troubleshooting third-party DNS zone file records
2.2. Domain Good Email.
Supported:

Purchasing or renewing email accounts
Explaining email account features and benefits
Showing you how to create email accounts
Making your domain name work with your email
Sending and receiving email on the web
Confirming email settings on your computer (Outlook)
Confirming email settings on your mobile device
Forwarding email messages
Setting up an auto-response
Creating a catch-all account
Managing and removing email accounts
Ensuring you can send and receive email
Creating email distribution lists
Creating an email signature
Adding and removing email contacts
Not Supported:
Troubleshooting third-party email clients
Troubleshooting network connections
Changing email account passwords
Composing email messages
Creating email filters and folders
Importing and exporting .pst/.olm files
2.3. Microsoft® 365.

The Microsoft 365 Statement of Support applies only to products purchased via Domain Good

Supported:

Purchasing or renewing Microsoft® 365 accounts
Explaining Microsoft® 365 features and benefits
Setting up user accounts (mailboxes)
Explaining how to reset your email password or generate a new temporary password
Configuring Domain Good managed DNS within your account to use Microsoft 365 or providing you the DNS settings needed for DNS hosted elsewhere.
Explaining how to enter client settings for supported desktop and mobile email clients (Official list here)
Troubleshooting the ability to send and receive email in supported email clients and Outlook online
Troubleshooting third-party email clients’ email connectivity
Explaining how to download and activate Microsoft 365 and included Business Apps on most recent versions of Windows OS, Mac OS, and compatible mobile devices.
Explaining how to install and synchronize included OneDrive software with supported desktop and mobile devices.
Troubleshooting Microsoft 365 system failures, errors, and degradation. If required, Domain Good will escalate to Microsoft.
Helping you with the getting started basics:
Signing into Outlook on the web
Sending an email through Outlook on the web
Walking you through uploading your first file to OneDrive on the web
Showing you how to access, and providing resources on using, included Microsoft apps
Explaining included Microsoft 365 security features
Migrating from eligible email services using the Domain Good migration service
Navigating and using all included features within the Domain Good Email & Office dashboard
Explaining how to access M365 Admin Panels accessible from the Domain Good Email & Office dashboard
Removing Microsoft 365 association with Domain Good to allow for use at another Cloud Service Provider
Providing resources, where possible, for basics tasks not outlined within this Statement of Support
Not Supported:
Training you on how to use Office apps or included Business Apps (writing Excel formulas, creating PowerPoint presentations, setting your Bookings schedule, etc) beyond the getting started basic listed above
Migrating to or away from Microsoft 365 using something other than the Domain Good email migration service (manual backups, third party migration services, etc)
Administering Exchange and SharePoint beyond what is listed in our Supported section
Troubleshooting non-connectivity issues with third-party email clients
Troubleshooting network connections (internet/network connectivity, internet speed, etc)
Troubleshooting custom Exchange settings or third-party add-ons
2.3.1 Email Add-ons
Supported:

Purchasing or renewing Email Add-Ons
Setting up Email Add-ons on your Microsoft 365 account
Explaining Email Add-On features and benefits
Navigating to, and accessing the portal for any purchased Email Add-Ons
Removing Email Add-Ons from your Domain Good account
Ensure default settings are set in Microsoft 365 as needed for proper add-on function.
Not Supported:
Customize default add-on settings in Microsoft 365 to function with custom Microsoft 365 settings
2.3.2 Advanced Email Security
Supported:

Explain where to customize settings within AES
Provide resources on how to review message logs
Provide resources on how to view quarantined emails
Update DNS for domains in same account as Email Add-ons
Provide DNS settings for 3rd party connections
Replace default Filters if manually removed
Provide resources on how to create custom filters
Not Supported:
Modify Settings beyond providing guidance
Reporting message(s) as false positive/negative in add-on portal
2.3.3 Archiving
Supported:

Explain how to search your Email Archive
Explain how to export from your Email Archive
Provide resources on retention policies
Troubleshoot email journaling to ensure functionality
Offer ingestion for preexisting mail
Not Supported:
Review the results of a completed Search
Specifying search terms
Submit archive search beyond providing guidance
Journaling multiple organizations, journaling organizations not with Domain Good
Modifying archive permissions
2.3.4 Backup
Supported:

Explain how to restore backed up content
Provide resources on searching for backed up content
Not Supported:
Search backup beyond providing guidance
Submit a content restore
Back up shared mailbox content
Backup Sharepoint/Onedrive content
Backup mailboxes not paying for add-on
2.4. WebsiteBuilder.
Supported:

Purchasing or renewing Websites + Marketing
Explaining Websites + Marketing features and benefits
Setting up your Websites + Marketing Account
Making your domain name work with Websites + Marketing
Explaining how to use Websites + Marketing
Explaining how to add/delete web pages
Explaining how to add/delete content (words and pictures)
Explaining how to apply Websites + Marketing add-ons
Explaining how to connection social media to Websites + Marketing
Explaining how to publish your Websites + Marketing website
Not Supported:
Creating and deleting web pages
Adding content to your website (copy, images, video)
Customizing images (quality, color, size, aspect ratio)
Customizing Websites + Marketing templates
Adding custom code (HTML, JavaScript, CSS) to your website
Getting ranked on search engines
Uploading files to your website
Troubleshooting network connections
Adding third-party applications to Websites + Marketing
2.5. Online Store
Supported:

Purchasing or renewing Online Store
Explaining Online Store features and benefits
Setting up your Online Store Account
Making your domain name work with Online Store
Explaining how to use Online Store
Explaining how to add/delete web pages
Explaining how to add/delete content (words and pictures)
Explaining how to add products to your store
Explaining where your shipping and payment options are
Explaining how to publish your Online Store
Not Supported:
Creating and deleting web pages
Adding content to your Online Store (copy, images, video)
Customizing images (quality, color, size, aspect ratio)
Customizing Online Store templates
Adding custom code (HTML, JavaScript, CSS) to your website
Configuring your shipping and payment options
Uploading files to your Online Store
2.8. WordPress.
2.8.1. WordPress (Application)
Supported

Logging in to WordPress admin
Providing resources on using WordPress
Providing resources on the error White Screen of Death/”The site is experiencing technical difficulties”1
Domain Good Authored Plugins and Themes2
Providing resources to add media
Providing resources to create/manage a page or post3
Providing resources to install, activate, deactivate, or remove a plugin or theme
Providing resources on available options are for installing WordPress on Domain Good hosting
Explaining the benefits of Domain Good auto-installed or recommended 3rd party plugins4
Providing resources on how to prevent comment spam
Provide resources on how to use the block editor
Updating Permalinks
Provide resources on how to use Yoast SEO
Helping with core navigation of WordPress, such as the Admin Dashboard 3
Explain how to update themes, plugins, and core version of WordPress
Provide resources on troubleshooting database connection strings

1. This error is typically caused by a configuration error with WordPress. Our support will provide a best-effort attempt to assist with regaining access to the WordPress admin panel. This can include disabling plugins/themes, options for restoring a site or disabling problematic configuration files.
2. Support for Domain Good developed open-source WordPress plugins and themes. This can include explaining general usage, features, and benefits. Questions for issues, bugs, or feature requests can be asked on the WordPress.org forums for the specific plugin or theme – Plugins Themes
3. Support is limited to explaining how to perform these actions with the default WordPress editor or Domain Good CoBlocks Site Builder. We cannot add, edit, or delete content for you or provide assistance with performing these actions using plugins or themes (IE: Divi, Elementor, Visual Composer, etc.) that change the WordPress editing experience.
   4.We provide limited support for Domain Good partnered 3rd party plugins. We work closely with these plugin developers to ensure their functionality with your hosting and to identify and resolve issues as they are discovered. Feature requests, usability, bugs, security, and compatibility with WordPress Core or other plugins are outside our support capabilities.

Not Supported

Site design and customization
Web development and custom plugins
Troubleshooting custom code
Configuring your website’s SEO settings
Configuring and setup of 3rd party plugins
Configuring and setup of 3rd party themes
User management
WordPress Core1
Plugins & Themes Troubleshooting2
Database management
Any client, script, application or content installed by Customer
Configuring your website’s SEO settings
Troubleshooting any third-party services
Checking for cross-browser compatibility

1. WordPress is an open-source project developed by volunteers across the globe. Issues or bugs within WordPress Core are outside our support capabilities and can be reported to the Core team directly: (https://make.wordpress.org/core/handbook/testing/reporting-bugs/)
2. Typically, paid plugins and themes provide support through the site they were purchased on. Free plugin and themes support can be found on the WordPress.org support forums: (https://wordpress.org/support/)

2.8.2. Managed WordPress Hosting
Supported

Purchasing or renewing Managed WordPress
Explaining our Managed WordPress features and benefits
Provisioning your Managed WordPress account
Setting up your domain with Managed WordPress
Identifying platform-related performance issues1
Using our hosting control panels
Providing basic settings for your FTP client
Explaining how to upload files to your Managed WordPress
Security Monitoring2
Installing a Comodo SSL Certificate on Managed WordPress
Explaining Managed WordPress Caching and how to it can be cleared
File and Database backups daily3
Helping with core navigation of WordPress, such as the Admin Dashboard4
Installing the newest, vetted, version of WordPress on our platform
Monitoring of Managed WordPress hardware and network
Automatically updating to the newest, most secure, version of WordPress
Fix database connection string errors
Not Supported

Manually migrating your site to Managed WordPress
Customizing your WordPress theme
Helping with your website layout or design
Troubleshooting third-party networks or applications
Any client, script, application or content installed by Customer
Installing third-party SSL certificates
Configuring your website’s SEO settings
Creating custom DNS zone files
Troubleshooting any third-party services
Configuring your email client
Configuring your FTP client
Troubleshooting third-party domain
Troubleshooting private name servers
Checking for cross-browser compatibility
Reviewing plugin/theme issues on our platform in depth

• Special Note on Plugins: To ensure superior performance and security within the Managed WordPress environment we carefully review plugins. To do this, we run a nightly scan of our Managed WordPress hosting environment. Plugins that are not allowed will be removed and an email sent to the owner of the affected account.
• While we do not support custom code, with Managed WordPress we will perform a more in-depth review to determine why a plugin or theme may not function properly on our system. We cannot guarantee we can make them work, but we will do our best.

1. Identifying root cause of website performance issues – We will ensure that sending email through the web server, web serving, FTP, and your control panel are all functioning and accessible. The customer is fully responsible for the installation and correct operation of any and all modified scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning customized scripts or applications.
2. Security Monitoring and Compromise Review – Our security team is on the job 24/7, monitoring your site for suspicious activity and protecting it against brute force and DDoS attacks.
3. Data Backup – Your Managed WordPress hosting includes data backups which we typically have up 30 – 90 days of data retention available, however, we do not guarantee the availability or restoration of any lost data. A restoration can be requested through your Hosting Dashboard at any time. We also recommend the customer capture and maintain a secondary backup source through another service or locally.
4. Help with your site migration to Managed WordPress – We have an automated migration process that has a high success rate. If for some reason, your migration were to fail we will review common reasons for the failure and assist with requesting a new migration.
   A. Expert Services are fee-based best effort services available only from our US-based support teams and are not included with Domain Good’s free support. To purchase these services, call (+1) (762) 233-3344. You can find more information about Expert Services in our Expert Services Menu.

2.8.3. eCommerce Managed WordPress (WooCommerce)
Supported

Purchasing or renewing Managed WordPress WooCommerce
Explaining the features and benefits of Managed WordPress WooCommerce account
Making your domain name work with Managed WordPress WooCommerce plans
Provisioning your Managed WordPress WooCommerce account
Providing resources on WooCommerce and included extensions setup and update process
Using our hosting control panels
Providing basic settings for your FTP client
Identifying hosting related performance issues 1
Providing resources to add and remove products
Providing resources for Domain Good offered extensions
Providing resources on the location of your shipping and payment options
Providing resources to add and edit images to product galleries
Providing resources on adding shop/product pages
Providing resources for taxes and payment methods available in WooCommerce
Explaining Managed WordPress Caching and how it can be cleared
Providing resources to import and export products
Providing resources on translations in WooCommerce
Installing a Comodo SSL Certificate on Managed WordPress
Security Monitoring ²
File and Database backups daily ³
Helping with core navigation of WordPress, such as the Admin Dashboard ⁴
Installing the newest, vetted, version of WordPress on our platform
Monitoring of Managed WordPress hardware and network
Automatically updating WordPress to the newest, most secure, version

1. Identifying root cause of website performance issues – We will ensure that sending email through the web server, web serving, FTP, and your control panel are all functioning and accessible. The customer is fully responsible for the installation and correct operation of any and all modified scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning customized scripts or applications.
2. Security Monitoring and Compromise Review – Our security team is on the job 24/7, monitoring your site for suspicious activity and protecting it against brute force and DDoS attacks.
3. Data Backup – Your Managed WordPress hosting includes data backups which we typically have up 30 – 90 days of data retention available, however, we do not guarantee the availability or restoration of any lost data. A restoration can be requested through your Hosting Dashboard at any time. We also recommend the customer capture and maintain a secondary backup source through another service or locally.
4. Help with your site migration to Managed WordPress – We have an automated migration process that has a high success rate. If for some reason, your migration were to fail we will review common reasons for the failure and assist with requesting a new migration.

Not Supported

Customizing images (quality, color, size, aspect ratio)
Customizing templates
Adding custom code (PHP, HTML, JavaScript, CSS)
Third-party extension or themes
Expired extensions or themes
Adding products or product configuration
Configuring shipping options
Setting up taxes and payment options
Setup and configuration of included WooCommerce themes and extensions
Manually migrating your site to Managed WordPress
Customizing your WordPress theme
Helping with your website layout or design
Troubleshooting third-party networks or applications
Any client, script, application or content installed by Customer
Installing third-party SSL certificates
Configuring your website’s SEO settings
Creating custom DNS zone files
Troubleshooting any third-party services
Configuring your email client
Configuring your FTP client
Troubleshooting third-party domain(s)
Troubleshooting private name servers
Checking for cross-browser compatibility
Reviewing plugin/theme issues on our platform in depth
2.9. Virtual & Dedicated Servers.

(There are differences in naming conventions for our legacy servers andnext generation servers. Next generation only contains Self-Managed and Fully-Managed while the legacy contains self-managed, managed, and fully managed.

VPS4 and Dedicated 4
Supported:

Self-Managed:
Purchasing or renewing servers
Explaining our server features and benefits
Resetting the root password
Provisioning your server
Fully managed hardware
Accessing your server via root/administrative access
Providing you the steps to migrate your hosting
Self-Managed with cPanel or Plesk control panel:
Providing resources for Installing your Comodo SSL Certificate on qualified Domain Good products1
Backing up content and data on server2
Helping with core navigation of cPanel & WHM or Plesk hosting control panels
Explaining how to create custom DNS zone files
Provide settings and resources for configuring your email client
Provide basic steps to connect to FTP via Filezilla
As a part a server purchase Domain Good Guides may assist with the following:
Provisioning your new server (naming your server, choosing your data center and setting up credentials)
Providing the correct settings and help with connecting to your server via SSH or RDC or Control Panel±
Creating your first cPanel or Plesk subscription±
Providing the default DNS settings to connect your domain to your VPS or Dedicated Server
Provide the settings to connect to your cPanel or Plesk via FTP±
Provide resources for managing PHP on your VPS or Dedicated server±
Provide steps to reset your admin password via Domain Good hosting interface
Providing resources for managing services on your server±
Providing resources for setting up custom nameservers and DNS±
How to create and restore from snapshots ¤
While this list is not exhaustive it is the limit of what Domain Good commits to supporting for your self-managed server with or without control panel.
Fully-Managed8,9:
Purchasing or renewing servers
Explaining our server features and benefits
Resetting the root password
Provisioning your server in minutes
Troubleshooting network performance and uptime
Fully managed hardware
Accessing your server via root/administrative access
Providing you the steps to migrate your hosting
Installing your Comodo SSL Certificate on qualified Domain Good products1
Updating and patching core operating system
Backing up content and data on server2
Setting up your server
Providing dedicated sales and support line 24x7x365
All services listed in expert services6
Up to 5 website migrations during initial setup of the server
Expert Services6,8
Providing dedicated sales and support line 24x7x365
DNS Setup
Domain Setup
Advanced Performance Analysis
Intrusion Prevention
Custom Firewall Rules (Windows Firewall or iptables only)4
Application or Software Installs
Database Management
PHP Version Upgrade
PHP Module Installation
Connection String Repair
Database Backup Script
Disk Space Audit
.htaccess file changes
Permissions and Ownership Audit
PHP Configuration Changes
Server Hardening
web.config file changes
SQL Server Express Installation
Disable WHM 2-Factor Authentication
MySQL Configuration Changes
Search and Replace
Email Spam Review
Content Recovery
Hosting Restore
Not Supported:
Troubleshooting any client, script, application or content installed by customer
Control panel (Parallels Plesk or cPanel/WHM) plugins & add-ons
Applications in the Parallels Plesk Application Vault and/or cPanel Application Catalog
Training about the Internet5
Configuring your website’s SEO settings
Configuring your email client
Configuring your FTP client
Checking for cross browser compatibility
Fixing hacks due to customer-controlled vectors
± Only applicable for servers provisioned with cPanel or Plesk control panels
¤ Applies to Generation 4 VPS servers only

1. SSL installation is available as a paid service when a cPanel or Plesk control panel is provisioned with your server. This does not include command line, Tomcat, or IIS SSL installations. For alternative installation scenarios, Domain Good may have other paid solutions.
2. Self-managed servers provisioned with a cPanel or Plesk control panel include the ability to run backups, but must be manually run. Exception:Generation 4 Dedicated Servers:The responsibility for maintaining backups for both snapshot and disaster recovery is the sole responsibility of the customer7
3. Additional fees may apply
4. Iptables rules such as opening port 3306 for direct MySQL access or blocking an IP from accessing the server.
5. We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, web, web browsers, FTP, and general computer literacy.
6. Expert Services are an excellent resource to allow you to pay for common server administrative tasks that can be time consuming or require a special area of expertise while maintaining overall control of your server. Tasks are a one-time fee per service request instead of a monthly fee as with the Fully Managed plans. Expert Services are currently only available for servers provisioned with a cPanel or Plesk control panel. To purchase these services, call (+1) (762) 233-3344. You can find more information about Expert Services in our Expert Services Menu.
7. Data Backup:The customer is responsible for executing and maintaining current data backups. We maintain our own data backups for any given server only in the event of disaster. We typically have up to 7 days data retention available; however, we do not guarantee the availability or restoration of any lost data. Restoration of data can be requested from our Expert Services6.
8. Fully Managed Support and Expert Services are available in the English-language only.
9. Fully Managed Support will not proactively search for malware nor can the team provide any malware scanning or removal services without the Website Security package being purchased for the domain/website in question. If the team is provided a location for the malware, FMS can remove it.
   2.11. SSL Certificates.
   Supported:

Purchasing or renewing SSL Certificates
Explaining SSL certificates features and benefits
Installing your Domain Good SSL on Domain Good shared hosting for primary domains (not including command line or Tomcat SLL installations)
Providing Resources/Explaining installation of a Comodo SSL Certificate on Domain Good shared hosting for add-on domains1
Validating your SSL certificate
Resending SSL validation emails
Resolving common name conflicts
Diagnosing SSL web browser errors
Explaining how to modify your zone file for secure sites
Not Supported:
Exporting SSL certificates to be used on multiple servers
Installing an Comodo SSL Certificate on third-party servers1
Installing a Comodo SSL Certificate on Domain Good shared hosting for add-on domains1
Installing third-party SSL certificates
Generating a CSR on third-party servers1
Generating a CSR on virtual and dedicated servers1
Training about HTML, PHP, or JavaScript
1 There’s an Expert Service for that.
2.13. Search Engine Visibility.
Supported:

Purchasing or renewing Search Engine Visibility
Explaining Search Engine Visibility features and benefits
Walking through and initial setting up of Search Engine Visibility
Explaining how your changes are published
Tracking your rankings with reports
Not Supported:
Adding, deleting, or editing your keywords, tags, phrases or page content
Researching and optimizing keywords
Providing SEO advice to get your site ranked on the first page of Google
Sharing your content on social networks
2.14. Email Marketing.
Supported:

Purchasing or renewing Email Marketing
Explaining Email Marketing features and benefits
Setting up your Email Marketing account
Explaining how to use Email Marketing
Understanding Email Marketing statistics
Connecting your Email Marketing account to social media
Connecting your Email Marketing account to compatible Domain Good products
Building you a custom banner or theme for free*
Not Supported:
Editing and troubleshooting subscriber list files (CSV files)
Cleaning, filtering, or modifying subscriber lists
Building email templates on a customer’s behalf
Creating email content (copywriting, adding images, etc.)
Creating, editing, and troubleshooting custom HTML
Publishing signup form code to website
Creating custom statistic reports

• General Domain Good C3 representatives are not able to build custom banners, but our GEM representatives are happy to help. Please email our GEM representatives with your request after purchasing your GEM plan.
  2.19. Website Security.
  Supported:

Purchasing or renewing Website Security
Explaining Website Security features and benefits
Explaining how to navigate the Website Security dashboard
Demonstrating set up of Website Security accounts
Demonstrating clean up requests
Configuring and Troubleshooting WAF, Backup and Monitoring products
Malware Removal (with included plans)/product ticket
Not Supported:
Server Level infection
Troubleshooting website errors after malware removal
Troubleshooting server-side errors for monitoring
Troubleshooting email security issues
Hardware Firewall Support
Server-Side Errors (500 Errors, 404 Errors that are not caused by the firewall, etc.)
Adding Secure Seal
Site Health Issues that cannot be resolved by the firewall (Performance Optimization)
Penetration Testing
Setting up database Backup/Malware removal on entire hosting account