Scope of Support

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At ZeaCloud, our mission is to provide enterprise-class service at small business prices. First and foremost, that means keeping your website up and running at all times. Our team of skilled Support Technicians is also available 24x7x365 to assist you if you need help connecting to your website/ server/business application, configuring your account, or if you think there might be an issue with the performance or availability of your workload. In order to remain immediately available for customers with urgent issues, we ask that customers consult our extensive on-line documentation for “how to” questions before calling our operations hotline.

While we do our best to solve any problem – there are certain issues that are beyond our scope of support. For example, if you need help debugging source code for an application you are developing–while we would love to help you–we are not software developers. We can, however, help to confirm whether all of our systems (e.g. databases, network, web servers, etc.) are functioning normally to help you isolate the problem. It’s also not possible for us to be fluent in every web application or client-side publishing program (there are just too many of them), but we can help with basic configuration settings (e.g. Deployment of a new Virtual Instance in your account or deploying a Database Instance on your Virtual Instance etc.) for any application you might be installing.

What we support

Language: The support services are available only in English or Hindi language only.

Common Services: We continually monitor and ensure that all basic services are working, such as Public Site, Metering, Monitoring and Billing Servers, Customer Dashboard Servers, Bare Metal Servers, Hypervisors, Orchestration and Automation Services and all other services which are meant to provide customer services out of ZeaCloud. Our number one priority is to make sure that the servers, datacentres, and network connections are functioning at optimal performance levels.

Basic Operating System Support: We provide support services for “How to”, updating and patching of all standard Operating Systems provided by ZeaCloud. In case of any such need please feel free to open a ticket with our ZeaCloud Technical Assistance Centre (TAC). In case of any customised operating system request by any customer, the same may not be supported by ZeaCloud. Please check with our TAC team, how far could they support such cases.

Server Software: In case of any application which has been provided by ZeaCloud, the same shall be supported by TAC. Customer owned or developed applications may not be supported by ZeaCloud. For example, Microsoft SQL software provided by ZeaCloud shall be supported by ZeaCloud but in case customer has deployed SAP B1 in any server the same may be out of scope of support from ZeaCloud.

Things that are beyond our scope of support

Scripts and Applications: We are not capable of reviewing source code, or assisting with the development of your website or application. You are responsible for the installation and operation of any and all scripts and applications. You are responsible for maintaining the latest version of any and all scripts and applications necessary for your site to work properly. We are not capable of determining reasons for websites or applications that become compromised.

Data Backup: Unless you have subscribed to ZeaCloud’s Backup-as-a-Service, You are responsible for maintaining current backups of your data. We maintain our own backups in the event of a disaster; however, we do not guarantee the availability or restoration of any lost data. Should you request a restore of any lost or corrupt data, should it exist, a fee of ₹ 5,000.00 or US$ 100.00 will automatically be charged to your account. In the event the lost data was the fault of ZeaCloud, we would waive any associated restore fees.

Third party applications: Whether server-side or client-side, we do not support applications other than those that are distributed with our Virtual Instances or it has been agreed with the customer in our MSA.

Hardware not provided or maintained by us: Some customers like our support so much, they ask us to help them with things completely unrelated to their hosting account (e.g. configuring a printer on their network). We wish this were feasible!

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