MYOFFICEPLACE  STATEMENT OF SUPPORT

Last Revised: Oct 30, 2018

 

Disclaimer: MyOfficePlace Ltd. does not provide any consulting or paid support for third parties. MyOfficePlace Ltd. provides support services outlined below only to the Customers who purchased hosting package from MyOfficePlace Ltd or use MyOfficePlace Ltd. datacenter for the collocation.

1.    OVERVIEW

 

As MyOfficePlace Ltd. adds new services and features for customers and you as a customer add new third-party applications and software, it’s important for you to know what support services MyOfficePlace provide and what it does not. This Statement of Support is intended to identify some of the proposed guidelines of MyOfficePlace support levels on products and services we have available for sale. This Statement of Support is subject to change at any time at the sole discretion of MyOfficePlace without notice to customers.

 

2.    DESCRIPTION OF SUPPORT SERVICES

 

2.1  Overall Guidance.

 

Supported:

·         Purchasing or renewing MyOfficePlace products and services.

·         Free hardware provision and software setup for all MyOfficePlace service plans.

·         Providing free training sessions to understand how to use our products.

·         Troubleshooting network connection, operating system and hardware errors.

·         24/7 MyOfficePlace infrastructure monitoring to ensure our systems are up and running.

 

Not Supported:

·         Configuring and customizing application settings not provided by MyOfficePlace.

·         Troubleshooting customer network connections and firewalls.

·         Creating websites and content (naming, drafting, building, publishing).

·         Getting people to customer website.

·         Training customer on how to use computers, mobile devices, or tablets.

·         Training or education on the operation of any aspect of Internet technology

 

MyOfficePlace will ensure that purchased products included hardware and software are all functional 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 for any third-party scripts or applications.

Data Backup – MyOfficePlace hosting plans include free daily data backups with 2 weeks retention policy within limit identified in purchased hosting plan. Backup limit can be increased at any time upon customer request*

Restoration of data can be requested from our technical support by email only.

 

2.2  MyOfficePlace Hosted Exchange Email services.

 

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.

·         Assist in mailbox setup on your mobile device.

·         Managing and removing email accounts.

·         Ensuring you can send and receive email.

·         Changing email account passwords.

·         Creating email distribution lists.

·         Creating an email signature.

 

Not Supported:

·         Troubleshooting third-party email clients.

·         Troubleshooting network connections.

·         Composing email messages.

·         Creating email filters and folders.

·         Importing and exporting .pst/.olm files.

 

2.3  Virtual & Dedicated Servers.

 

Supported:

 

Dedicated Self-Managed Hosting:

·         Purchasing or renewing servers.

·         Explaining our server features and benefits.

·         Resetting the root password.

·         Free dedicated server provisioning.

·         Troubleshooting network performance and uptime.

·         Accessing your server via root/RDP with administrative access.

·         Assisting in data migration.

 

Dedicated Semi-Managed Hosting:

 

·         Purchasing or renewing servers.

·         Explaining our server features and benefits.

·         Resetting the root password.

·         Free dedicated server provisioning

·         Troubleshooting network performance and uptime.

·         Accessing your server via root/RDP with administrative access.

·         Assisting in data migration.

·         Installing customer SSL certificate on qualified MyOfficePlace products.

·         Updating and patching core operating system

 

Fully Managed Dedicated Hosting:

 

·         Purchasing or renewing servers.

·         Explaining our server features and benefits.

·         Resetting the root password.

·         Free dedicated server provisioning

·         Troubleshooting network performance and uptime.

·         Accessing your server via root/RDP with administrative access.

·         Assisting in data migration.

·         Installing customer SSL certificate on qualified MyOfficePlace products.

·         Updating and patching core operating system.

·         Setting up customer server security and applications.

·         Providing support line 24x7x365.

·         Intrusion Prevention.

·         Custom Firewall Rules.

·         Applications or Software Installations.

·         Third-party limited application support*

·         Database Management*

 

2.4  SSL Certificates.

 

Supported:

·         Assisting in purchasing or renewing SSL Certificates.

·         Validating customer SSL certificate.

·         Generating a CSR for customer server*

·         Installing third-party SSL certificates.

 

Not Supported:

·         Exporting SSL certificates to be used on multiple servers.

 

2.5  MyOfficePlace QuickBooks Desktop Hosting.

 

Supported:

·         QuickBooks Desktop installation on customer dedicated server.

·         Explaining hosted QuickBooks Desktop features and benefits.

·         Setting up server security for multiuser remote access.

·         Explaining how to access your server via Windows RDP or Citrix.

·         Provide training session on how to save database file in dedicated directories.

 

Not Supported:

·         Application customization.

·         QuickBooks application troubleshooting.

·         QuickBooks licenses not provided.

 

* Additional fees may apply.