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Trade in Services B.V. / Trade in Services LLC - STATEMENT OF SUPPORT

 

 

Last Revised: 16/07/2020

 

 

 

1. Overview

As Trade in Services B.V. / Trade in Services LLC 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 Trade in Services B.V. / Trade in Services LLC and its divisions 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 Trade in Services B.V. / Trade in Services LLC and is merely intended to specify some of the proposed guidelines of Trade in Services B.V. / Trade in Services LLC’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of Trade in Services B.V. / Trade in Services LLC 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 Trade in Services B.V. / Trade in Services LLC products

  • Setting up Trade in Services B.V. / Trade in Services LLC products

  • Showing you the steps to use our products

  • Diagnosing connection or access errors

  • Ensuring our systems and architecture are up and running

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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 Trade in Services B.V. / Trade in Services LLC products

 

Not Supported:

  • Modifying zone files to work with non-Trade in Services B.V. / Trade in Services LLC products

  • Configuring advance zone files

  • Troubleshooting third-party DNS zone file records

 

 

2.2.Google GSuite.

 

Supported:

  • Purchasing or renewing GSuite accounts

  • Explaining GSuite features and benefits

  • Activating user accounts (mailboxes)

  • Configuring domain name to use GSuite

  • Configuring supported email clients

  • Troubleshooting mail flow

  • Troubleshooting third-party email clients' email connectivity

  • Installing GSuite software on supported systems

  • Connecting supported versions of GSuite to other GSuite upgrades

  • Diagnosing system failures, errors, and degradations. Escalating to Google, if required.

  • Helping you with the getting started basics (sending email from OWA, uploading file to another GSuite upgrades)

  • Migrating from eligible Workspace IMAP accounts using the Trade in Services B.V. / Trade in Services LLC migration service

  • Migrating from Trade in Services B.V. / Trade in Services LLC Hosted Exchange to GSuite through an end-of-life program

 

Not Supported:

  • Training you on how to use GSuite (writing Excel formulas, creating PowerPoint animations, etc.)

  • Migrating to GSuite using backups (PST export/import) or other third-party services

  • Administering Google Cloud

  • Administering GSuite

  • Troubleshooting non-connectivity issues with third-party email clients

  • Troubleshooting network connections

  • Changing email account passwords

 

 

2.3. Reseller Hosting.

 

Supported:

  • Purchasing or renewing Reseller product and/or services

  • Explaining our Reseller Hosting features and benefits

  • Provisioning our Reseller Hosting Accounts

  • Making your domain work with via our Reseller Hosting

  • Using our Hosting Control panels

  • Providing basic settings for your FTP client

  • Explaining how to upload files to your website

  • Backing up a database or website

  • Providing the steps to migrate your hosting

  • Creating email accounts

  • Providing basic settings for your email client

  • Make best effort to identify website performance issues and identify platform related performance issues 1

 

Not Supported:

  • WHM/WHMCS control panel and any other plugins & add-ons

  • Any client, script, application or content installed by Customer

  • Applications in the Parallels Plesk Application Vault and/or cPanel Application Catalog

  • Installing third-party SSL certificates

  • Installing add-on domains 2

  • Configuring your website’s SEO settings

  • Helping with any root-level server customizations

  • Training about using the Internet 3

  • Creating custom DNS zone files

  • Troubleshooting any third-party services

  • Helping with any root-level server customizations

  • Configuring your email client

  • Configuring your FTP client

  • Troubleshooting third-party domain registrations

  • Troubleshooting hacks due to customer-controlled vectors

  • Checking for cross-browser compatibility

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1. Identifying root cause of website performance issues - We will ensure that email, 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 scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning scripts or applications.

2. There's an Expert Service for that.

3. 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.

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