Support Policies

All Policies

1. The IHS support staff will assist customers by isolating specific problems that may be encountered while using our Servers. However, the ISH support staff cannot and will not focus large amounts of time fulfilling programming-specific requests (this includes, but is not limited to CGI script, debugging, SQL, PL/SQL, Java, DDLs) or customizing the Server or any related programs in any way for their customers. Our support staff will only troubleshoot specific programming problems which may be encountered insofar as they are related to installation and configuration in the Server environment. For other types of support we recommend using Software Development Pty Ltd services.
   
   
2. The IHS support staff will troubleshoot specific programming problems that may be encountered insofar as they are related to installation and configuration in the Server or database environment. However, the IHS support staff will not offer technical support for third-party vendor products that are not documented on IHS Web site. If its customers have a problem related to such third-party applications which is not specific to installing or running the program on one of IHS Servers, Customer must refer its questions to the vendor of the affected program.
   
   
3. The IHS support staff may be able to offer recommendations and direct the Customer to the necessary resources that will allow them to create what is necessary for their express purposes. However, please keep in mind that we offer technological expertise with our Servers and not web development. For web development please contact Software Development Pty Ltd.
   
   
4. IHS Acceptable Use Policy
   All customers must comply with IHS Suppliers Acceptable Use Policy (AUP). IHS may at it full discretion terminate any accounts which fail to comply with the published IHS AUP. The IHS acceptable use policy may be amended from time to time by IHS and is effective upon posting of the revised policy on the IHS site. You may wish to review the Acceptable Use Policy at this time.

   The IHS Acceptable Use Policy covers numerous topics including:

   • Spamming -- Sending unsolicited bulk and/or commercial messages over the Internet (known as "spamming"). It is not only harmful because of its negative impact on consumer attitudes toward IHS, but also because it can overload IHS's network and disrupt service to IHS subscribers. Also, maintaining an open SMTP relay is prohibited. When a complaint is received, IHS has the discretion to determine from all of the evidence whether the email recipients were from an "opt-in" email list.
   • Intellectual Property Violations -- Engaging in any activity that infringes or misappropriates the intellectual property rights of others, including copyrights, trademarks, service marks, trade secrets, software piracy, and patents held by individuals, corporations, or other entities. Also, engaging in activity that violates privacy, publicity, or other personal rights of others. IHS is required by law to remove or block access to customer content upon receipt of a proper notice of copyright infringement. It is also IHS's policy to terminate the privileges of customers who commit repeat violations of copyright laws.
   • Obscene Speech or Materials -- Using IHS's network to advertise, transmit, store, post, display, or otherwise make available child pornography or obscene speech or material. IHS is required by law to notify law enforcement agencies when it becomes aware of the presence of child pornography on or being transmitted through IHS's network.
   • Defamatory or Abusive Language -- Using IHS's network as a means to transmit or post defamatory, harassing, abusive, or threatening language.
   • Forging of Headers -- Forging or misrepresenting message headers, whether in whole or in part, to mask the originator of the message.
   • Illegal or Unauthorized Access to Other Computers or Networks --Accessing illegally or without authorization computers, accounts, or networks belonging to another party, or attempting to penetrate security measures of another individual's system (often known as "hacking"). Also, any activity that might be used as a precursor to an attempted system penetration (i.e. port scan, stealth scan, or other information gathering activity).
   • Distribution of Internet Viruses, Worms, Trojan Horses, or Other Destructive Activities -- Distributing information regarding the creation of and sending Internet viruses, worms, Trojan horses, pinging, flooding, mailbombing, or denial of service attacks. Also, activities that disrupt the use of or interfere with the ability of others to effectively use the network or any connected network, system, service, or equipment.
   • Facilitating a Violation of this AUP -- Advertising, transmitting, or otherwise making available any software, program, product, or service that is designed to violate this AUP, which includes the facilitation of the means to spam, initiation of pinging, flooding, mailbombing, denial of service attacks, and piracy of software.
   • Export Control Violations -- Exporting encryption software over the Internet or otherwise, to points outside the United States.
   • Other Illegal Activities -- Engaging in activities that are determined to be illegal, including advertising, transmitting, or otherwise making available ponzi schemes, pyramid schemes, fraudulently charging credit cards, and pirating software.
   • Other Activities -- Engaging in activities, whether lawful or unlawful, that IHS determines to be harmful to its subscribers, operations, reputation, goodwill, or customer relations.

     Again, all Resellers are expected to fully comply with all terms of the IHS Acceptable Use Policy.
     
     

5. Unsolicited E-mail Policy
   Unsolicited e-mail or "spam" originating from a Server account or associated with a Server account is not tolerated. This includes any e-mail that promotes Web sites hosted on a Server account but is sent from an e-mail address not associated with that Server account.
   

   After the first violation of this policy, we will give a warning to the Reseller. Resellers are responsible to forward any warnings we give concerning unsolicited e-mail to their customers that send unsolicited e-mail. After the second violation, the Server account will be disabled without warning and the account may be terminated.

   Resellers should make this policy clear to their customers before they order a Server account. Realize that because many Resellers have many Virtual Subhost clients on a single Server account, disabling of a single Server account will affect all clients on that Server account. Therefore, it is imperative that Resellers make this clear and seek to enforce any infractions to this policy immediately.

   We believe strongly in promoting "netiquette", or proper use of the Internet. A strong anti-spamming policy will benefit both you and your customers.
   
   

6. Activities Subject to Immediate Deactivation
   Any Server account that is used for illegal, abusive, or unethical activity prohibited in the IHS AUP may be immediately deactivated by us without warning to you. You agree to indemnify and hold us harmless from any claim resulting from your publications or use of illegal, abusive, or unethical materials. Although we will make reasonable effort to alert you to such activities and allow you an opportunity to cure them within a 12-hour period after discovery, we are not required to give such notice before deactivating your use of our services if, in our discretion, your use is or results in illegal, abusive, or unethical activities. If a Server account is disabled, the regular monthly fees still apply until the Server account is terminated by the Reseller.

   Resellers must keep in mind, if a Virtual Subhost client is deactivated for any illegal, abusive, or unethical activity, all Virtual Subhost clients that are hosted on the Server account will be affected by the deactivation.
   
   

7. Support Request Response Expectations
   Our Customer Service and Technical Support staff are available to all our Resellers, and respond to 90% of all incoming requests within the first 12 hours.For more information, see the Support Expectations page.
   
   
8. DNS Zone Files
   
   We reserve the right to remove DNS zone files for domain names that are no longer hosted on one of the accounts you have purchased from us.  This includes the right to remove DNS zone files for “lame delegations” or domain names that are no longer registered.