Tech Support Policy
We love helping our customers and are proud to offer some of the very best FREE tech support services in the industry!
That said, it's important for our customers to understand that the amount you pay for your web hosting account does not cover the cost of tech support time. Your hosting fees go toward the following:
- Web space used for your files on the server
- Bandwidth / traffic costs used by your website
- 24/7 Server monitoring
- Ultra-fast connections
- Server, equipment, software and maintanence
- Nightly backups
- Server security
By hosting with us, we serve as your hostmaster. Our Tech Support Team's job is to focus on running the server your website and email are hosted on and to resolve any server-related issues that may come up. We work 24/7 to keep our servers running smoothly. It's important to understand that we are not your webmaster or in-house IT person. Every customer hosting with DeafVision is expected to have a webmaster, web designer or IT person who is familiar with HTML and basic web tasks such as using FTP and uploading web files to a server.
What we provide free support for: Technical issues or questions that are directly related to our servers. For example, if you wanted to know which version of PHP is installed on the server you're hosted on, we can assist with that. If your email is bouncing and you're not sure why, we can help troubleshoot that for you. If you've gotten blocked out of the server for repeated failed login attempts, we can unblock you.
What we don't provide free support for:
We've seen a huge surge in the number of people volunteering to be webmasters for their businesses or organizations without having taken any web design or development courses. While we applaud people's desire to learn and save their organizations and businesses the cost of hiring a professional, it needs to be understood that DeafVision cannot take the place of these classes and teach you how to be a webmaster.
Our Support Team cannot help build or troubleshoot issues with customer's websites. We cannot modify your content or upload your web files for you. We cannot teach you HTML or how to use Dreamweaver, MySQL, PHP or CMS software like WordPress and Joomla. We do not install nor troubleshoot custom scripts. Webmasters are expected to know how to do these and other such related tasks. If the webmaster does not have the necessary knowledge and does not have time to take web design/development classes where these skills are taught, we can be hired to assist as part of our advanced tech support services. We cannot provide the time for this as a free service. The reason for this is that costs for tech support time often far exceeds what customers pay for their web hosting accounts. In order to remain in business, we must bill for time spent on non-server related issues.
All requests made for Tech Support must be made through the Customer Center Support Ticket system. When contacting us, please be sure to include your name and a detailed description of the issue you're having.
We welcome your correspondence and look forward to assisting you.