Statement of Support

Description of Services Supported and Not Supported

A. General

Supported:

• Purchasing or renewing products or services offered by Astral Internet Canada.
• Configuring products offered by Astral Internet Canada.
• Explaining the use of our products.
• Diagnose connection and access errors to our platforms.
• Ensure the proper functioning of our systems and our architecture.

Not supported:

• Configuring and customizing client application settings.
• Troubleshooting network connections.
• Creating Website and content. (construction, integration, writing, publication)
• Bringing visitors to your website. (Referencing / Search Engines)
• Training on the functioning of the internet. ^a (error codes, servers and connections)
• Training on your computer, mobile device or tablet.

a) Astral Internet Canada does not provide any training in how the internet works. It goes without saying that you must have basic knowledge of Internet concepts such as DNS, e-mail, internet browsers, FTP software and you are comfortable with computers.

B. Domain Name

Supported:

• Registering, transferring or renewing domain names.
• Explaining the operation of the domain management interface.
• Explaining the steps to update the contact information for your domain name.
• Explaining the steps to update the name servers of your domain name.
• Modification of DNS Zone to make your domain work with products offered by Astral Internet Canada.

Not supported:

• Changing DNS Zone to work with products not offered by Astral Internet Canada.

C. Shared Web Hosting

Supported:

• Purchasing or renewing hosting account.
• Linking the domain name with shared hosting.
• Explaining the steps for migrating a hosting account.
• Explaining the steps to back up the content of a site. ^b
• Explaining the steps to back up a database. ^b
• Explaining the steps to create an email mailbox or FTP account.
• Providing basic settings for your email client.
• Providing basic settings for your FTP client.
• Explaining the operation of the hosting control panel. (cPanel / WHM & Plesk)
• Install an SSL certificate when it was purchased from Astral Internet Canada.
• Installation of additional products purchased from Astral Internet Canada (Anti-Spam, Sitelock, etc.)
• Identify the root causes of performance issues on your website. ^a
• Explains the features and benefits of the Astral 360 services.

Not supported:

• Modifying your website. ^c
• Configuring your FTP client. ^c
• Configuring your email client. ^c
• Modification / creation of entries via the control panel. (cPanel / WHM & Plesk) ^c
• Searching or debugging scripts, applications, software or content installed by the client. ^c
• Searching log files. ^c
• Installation of SSL Certificates purchased from another provider. ^c
• Troubleshooting add-ons in the control panel. (cPanel / WHM & Plesk)
• Checking the compatibility of your website with different internet browsers.
• Troubleshooting third-party services. (domains, hosting, SSL, email, etc.)
• Troubleshooting after hacking caused by customer-controlled factors.
• Troubleshooting network connections. (Error 500, 404, 403, etc.)
• Explanation/troubleshooting/configuration of CalDAV and CardDAV account.
• Any other request that is not defined in what is « supported ».

a) Identify the root causes of your website’s performance problems – Astral Internet Canada will ensure that all essential services are available and functional. This includes the hosting server, the email service, access to the server via FTP and access to the control panel. The customer remains responsible for the proper functioning of all scripts and applications in his hosting space. Astral Internet Canada does not perform any troubleshooting and does not offer any « included » technical support as a result of a website malfunction due to programming, scripts or applications installed by the customer.

b) Data Backup – The customer must ensure that all his files and folders are backed up appropriately and that they can be recovered in case of problems. Astral Internet Canada also has backups for a short time for its own use, in case of disaster. However, we cannot guarantee the availability or integrity of the data. Astral Internet Canada backups exclude certain folders and files from its backups, here is a non-exhaustive list of files and directories that are not included in backups.

• Folders: « .trash », « ai1wm-backups », « softaculous_backups », etc.
• Files: cPanel Backups, files ending in “.wpress”, “ISO” files, archive files (zip, gz, tar, rar), video files, etc.

Data restoration can be requested at the regular hourly rate via a technical support ticket.

c) The « Additionnal Services » are available for this. (Section J)

D. Virtual Private Servers (VPS)

Unamanaged

Supported:

• Provisioning your server in minutes.
• Resetting the root password
• Fully managed physical hardware.

Not supported:

• Installation and configuration of a control panel.
• Explaining the features and benefits of a control panel.
• Updating or maintaining the main operating system.
• Configuration / management of a firewall in the server.
• Customization / management for ModSecurity rules.
• Configuration / management of backups.
• Monitoring resources.
• Providing technical assistance for basic services. (Apache, MySQL, PHP, Exim, etc.)
• Troubleshooting all clients, scripts, applications or content installed in the server.
• Configuring a mail client or an FTP client.
• Correction of piracy due to the vectors controlled by the client or not.
• Creating Website and content. (name, write, create, publish)
• Training on the functioning of the Internet. (code, servers and connections) ^b
• Training on your computer, mobile device or tablet.
• Troubleshooting network connections. (Error 500, 404, 403, etc.)
• Any other request that is not defined in what is « supported ». ^c

Managed

Supported:

• Provisioning your server in minutes.
• Resetting the root password
• Fully managed physical hardware.
• Installation and configuration of the control panel. (CPanel / Plesk).
• Explaining the features and benefits of the control panel.
• Updating or maintaining the main operating system.
• Minor update of basic software. (EX: Apache, Exim, etc.)
• Initial configuration of the firewall in the server.
• Initial customization of ModSecurity rules.
• Initial configuration of backups at the client’s request.
• Resource monitoring and recommendations as needed. (processor, memory and disk space)
• Technical assistance for basic services. (Apache, MySQL, PHP, Exim, etc.)

Not supported:

• Troubleshooting client-installed scripts, applications, or content.
• Providing technical assistance to anyone other than the main customer.
• Control panel add-ons and extensions. (cPanel / WHM / Plesk)
• Configuring your mail client or FTP client.
• Correction of piracy due to the vectors controlled by the client or not.
• Creating Website and content. (name, write, create, publish)
• Training on the functioning of the Internet. (code, servers and connections) ^b
• Training on your computer, mobile device or tablet.
• Troubleshooting network connection. (Error 500, 404, 403, etc.)
• Any other request that is not defined in what is « supported ». ^c

Fully Managed

Supported:

• Provisioning your server in minutes.
• Resetting the root password
• Fully managed physical hardware.
• Installation and configuration of the control panel. (CPanel / Plesk).
• Explaining the features and benefits of the control panel.
• Updating or maintaining the main operating system.
• Minor update of basic software. (EX: Apache, Exim, etc.)
• Initial configuration of an internal software firewall + support at all times.
• Installation and configuration of an external physical firewall.
• Initial customization of ModSecurity rules + support at all times.
• Initial configuration of backups on an external server + support at all times.
• Resource monitoring and recommendations as needed (processor, memory and disk space).
• Real-time monitoring of the Apache and MySQL service.
• Quick management of alert 24/7/365, following a network, software or other failure.
• Technical assistance for basic services. (Apache, MySQL, PHP, Exim, etc.)
• Technical assistance for advanced services. (Firewall, Auto-SSL, ModSecurity, etc.)
• Installing SSL certificates.
• Installing applications or software. (relating to the server or the hosting)
• Assistance for identifying issues related to scripts, applications or content installed by the client. ^a
• Assistance for identifying issues related to plug-ins and control panel add-ons. ^a
• Assistance for identifying sources of hackers due to the vectors controlled by the client or not. ^a
• Assistance for identifying issues related to network connections. (Error 500, 404, 403, etc.) ^a
• Help understanding the functioning of the internet, in connection with servers and hosting environment.

Not supported:

• Troubleshooting client-installed scripts, applications, or content. ^c
• Providing technical assistance to anyone other than the main customer.
• Supporting add-ons or extensions in the control panel. (cPanel / WHM / Plesk)
• Configuring your mail client or FTP client. ^c
• Correction of piracy due to the vectors controlled by the client or not. ^c
• Creating Website and content. (name, write, create, publish)
• Training on the functioning of the global Internet. (not linked to the server or hosting)
• Training on your computer, mobile device or tablet.
• Applying hot fix, change, or other necessary work as a result of a problem identification. ^a
• Any other request that is not defined in what is « supported ». ^c

a) Astral Internet Canada will help you by helping you identify the source of a problem. We will investigate to give you some solutions to solve the problem. Any modification / correction work following the identification of a problem must be done by the client. Astral Internet Canada may be mandated to perform the modification / correction work upon customer requests as part of the « Additional Services » offered. ^c

b) Astral Internet Canada does not provide any training in how the internet works. It goes without saying that you must have basic knowledge of Internet concepts such as DNS, e-mail, internet browsers, FTP software and you are comfortable with computers.

c) The « Additionnal Services » are available for this. (Section J)

E. SSL Certificates

Geotrust, Comodo, Symantec :

Supported :

• Purchasing or renewing SSL certificates.
• Providing information about different SSL certificates and their benefits.
• SSL certificate installation on shared hosting. ^a
• Validation of the installation of your SSL certificate.
• Resolving common name conflicts of SSL certificates.
• Diagnosis of SSL errors in internet browsers.

Not supported:

• Generating a CSR on third party servers or outside of our shared hosting. ^b
• Generating a CSR on un-managed or managed virtual servers. (VPS)
• Installing an SSL certificate on third party servers or other than in our shared hosting. ^b
• Installing an SSL Certificates purchased elsewhere. ^b
• Exporting SSL certificates for external use on other servers.
• Installing SSL certificate in your website or give formation about related programming. (HTML, PHP, ASP, etc.) ^b

Installation and maintenance SSL (Auto-SSL) :

Supported:

• Purchasing or renewing SSL certificates.
• Installing SSL certificate on shared hosting. ^c
• Installing SSL certificate on the active secondary domains of the hosting. ^c
• Installing SSL certificate on the active subdomains of the hosting. ^c
• Installing SSL certificate in your website programming. ^c
• Validation of the installation of your SSL certificate.
• Compliance check every 2 to 3 months.
• Resolving common name conflicts of SSL certificates.
• Diagnosis of SSL errors in internet browsers.

Not supported:

• Reinstallation of the SSL certificate in the programming of the website beyond 3 times.
• Installing an SSL certificate on third party servers or other than in our shared hosting.
• Installing an SSL certificate on a domain or subdomain that does not point to hosting.
• Exporting an SSL certificate

a) Astral Internet Canada will install a Geotrust, Comodo or Symantec brand SSL certificate at no charge, provided that it has been purchased from Astral Internet Canada, that it is intended to be installed in shared hosting that is active at Astral Internet Canada and that your mails related to the domain mentioned in the SSL certificate are also active on the Astral Internet Canada platform. If e-mails are not active in the Astral Internet platform, the customer must provide Astral Internet Canada with a link to log in to a « webmaster » box related to the certificate domain so that Astral Internet Canada can send and retrieve the necessary document in order to proceed with its installation. If you cannot provide Astral Internet Canada with access to such a « webmaster » box, the included installation offer is cancelled. The customer must then use the tools made available through its client portal to issue the SSL certificate and proceed to its installation itself.

b) The « Additionnal Services » are available for this. (Section J)

c) SSL certificates purchased from Astral Internet Canada and installed in shared hosting also offered by Astral Internet Canada.

F. Anti-Spam and Virus Deluxe

Supported:

• Purchasing or renewing Anti-Spam and Virus Deluxe.
• Explaining the benefits of Anti-Spam and Virus Deluxe.
• Installation and activation of the service.
• Complete server management provided by Astral Internet Canada.
• Changing the routing of MX entries to antispam servers.
• Diagnosis of errors and blockages.
• Searching log files. ^a

Not supported:

• Information and troubleshooting for external correspondents.
• Troubleshooting blockages for spam.
• Resolving blocking issues for a problematic external installation.
• White listing of IP address or email address.
• Training about the internet or e-mail systems.

a) The search is performed at no additional cost if there is no abuse. An abuse is defined by a large number of searches (more than 5) in the same month OR by an exaggerated multiple search request. (More than 7 address searches at the same time.) In such a case, additional searches may be requested as a service, at the regular hourly rate.

G. SiteLock Protection

Supported :

• Purchasing or renewing SiteLock Protection.
• Explaining the benefits of SiteLock Protection.
• Explaining the SiteLock Protection dashboard.
• Product activation and initial configuration.
• Automated cleaning of most infections. ^a
• Resetting the password.

Not supported:

• Cleaning « manually » a site following an infection. ^c
• Troubleshooting the site for problems following deletion of malicious files.
• Modification to the programming, scripts or applications installed in the hosting space.
• Training about the internet or commonly used forms of hacking. ^b

a) Most infections are automatically identified and disabled by the SiteLock Protection Service, however, there may be cases where the infection is partially identifiable, where a client-side configuration prevents the system from accessing or modifying files, where the infection is too important for the systems to be able to eliminate the threat in an automated way. You will then be notified of the infection and the impossibility of the system to perform the cleaning automatically. You will then need to clean manually identified files. If you wish to entrust our team with this task, we invite you to open a technical assistance ticket to solicit our webmaster service so that a member of our team can take charge of everything at the regular hourly rate.

b) Astral Internet Canada does not provide any training in how the internet works. It goes without saying that you must have basic knowledge of Internet concepts such as DNS, e-mail, internet browsers, FTP software and you are comfortable with computers. For more information on the types of attacks, infections, viruses, their propagation method, their fields of action, consequences, or any other information, please consult the Internet.

c) The « Additionnal Services » are available for this. (Section J)

H. Astral 360 : Website Accelerator

Supported:

• Secure access to your customer portal at all times.
• Purchase or renewal of Website Accelerator licence.
• Explains the features and benefits of the Website Accelerator module.
• Change the IP address of the server who need an active licence.
• Access to updates. (active licence)

Not supported:

• Diagnosis of errors and bugs in the client’s server environment. ^b
• Search/debug script, application, software or content in a site. ^b
• Training about the internet or a server environment. ^a
• Access to updates. (inactive licence)

a) Astral Internet Canada does not provide any training in how the internet or a server environment works. It goes without saying that you must have basic knowledge of Internet concepts such as DNS, e-mail, internet browsers, FTP software, control panel, Apache and you are comfortable with computers.

b) The « Additionnal Services » are available for this. (Section J)

I. Astral 360 : WordPress

Supported :

• Applying enhanced security against common attacks.
• Modification of the default link for connecting to WordPress administration.
• Installing and configuring of a Swift caching system. ^a
• Installing minor update of the WordPress operating system. ^b
• Installing major update installation of the WordPress operating system. ^b
• Installing update for extensions installed in your WordPress. ^b
• Installing update for themes installed in your WordPress. ^b
• Performing random compliance checks on your visible pages, after updates. ^b
• Installing a countermeasure (Captcha) on your web forms.
• Installing and maintaining an SSL certificate.
• Resetting passwords for WordPress.
• Providing a performance audit upon request after 6 months of service.

Not supported:

• Installing extension updates and themes whose licence has expired.
• Updating extensions or themes that are no longer maintained by their maker.
• Searching / debugging scripts, applications, software or content installed by the client. ^c
• Modification to the programming, scripts or applications installed by the client. ^c
• Troubleshooting after hacking.
• Any work in a WordPress site hosted outside of Astral Internet Canada.

a) This option is available at no additional cost on request. This system allows in most cases to speed up the processing of requests so that the site can benefit from a higher loading speed, making the user experience more enjoyable. In some cases, this system may not be fully compatible with your site or online store. In this case, this option will need to be disabled to keep your site fully functional.

b) Astral Internet Canada always makes a backup before doing any work, whatever it may be. In the case of updates, we will perform all updates of applications, extensions and themes that do not cause any problems to the proper functioning of the site. If a component is not compatible or problematic, then this component will not be updated at this time. The update of this component will take place as soon as the manufacturer has published a version compatible with your configuration.

In the scenario where the update of the component is absolutely necessary but problematic, we will contact you by technical support ticket to offer our services at the hourly rate to correct / reprogram this component. You can choose not to mandate us to do the work, you can mandate someone else to do the work or ask us to go back using a backup.

Backtracking must be requested within 48 hours. Once the restoration is completed, no additional work is done by our team until you have found a solution that suits you to overcome the problem of the component and you have notified us. (updating the component on your own, removing the component, etc.)

c) The « Additionnal Services » are available for this. (Section J)

J. Additionnal Services (Webmaster Services)

« Additional Services » is an excellent option for outsourcing routine administrative tasks or tasks requiring a specific skill set to maintain control of your server or products. Additional services are billed « on demand » at a fixed hourly rate. These fees are unique for each request and do not constitute a recurring monthly subscription.

Here is a summary list of the types of work that our team can do.

• Advanced DNS configuration.
• Domain configuration.
• Content migration.
• Apache optimization.
• MySQL optimization.
• Security analysis and audits.
• Custom firewall rules. (Remote MySQL unblocking and some ports)
• Configuring your mail client or FTP client.
• Installing applications or software.
• Removing malware and blacklists.
• Upgrading PHP version.
• PHP module installation.
• Installing SSL certificates.
• Advanced performance analysis.
• Some programming work.
• Website editing / correction / modification.
• Virus cleaning in hosting account.
• Restoring backups.

When estimating the time required to complete a task, the time required for the evaluation is billable.

Some jobs may not be performed exactly as requested due to the complexity of a site or the environment in which the work is being done. However, the time engaged in research remains payable.

To request this service, please log in to your client portal and open a technical support ticket. Be sure to detail the work requested and check the box « Webmaster Service » to signify your acceptance of fees that will be required.

If you have any questions, do not hesitate to contact us at 514-667-0932.