Introduction

This document provides basic information about Lemon Bay Computer Service LLC's technical support policies.

None of the information presented here alters any existing agreement between Lemon Bay Computer Service LLC and its customers, explicit or implied. As well, Lemon Bay Computer Service LLC reserves the right to make exceptions to the below policies in order to best serve its customers.

What is Technical Support?

Technical support is the service provided by Lemon Bay Computer Service LLC to aid hosting customers in setting up, configuring and using their hosting accounts. For example, Lemon Bay Computer Service LLC will assist customers with questions about using our control panel interface, about the best way to set up e-mail accounts, or about what hosting features/plans will help them get the most out of our services.

Technical support does not include support for maintaining the content or functionality of your website (even sites developed by Lemon Bay Computer Service LLC). Support for problems with content or functionality should be addressed to your Lemon Bay Computer Service LLC staff representative, and may require billable time. Technical support does not include in-depth consulting or instruction on how to configure or use third-party software (including desktop software like FTP programs or e-mail reading programs) or local office/home network troubleshooting (such as problems that prevent you from connecting to the Internet).

If you require support for activities not covered under Lemon Bay Computer Service LLC's support policies, Lemon Bay Computer Service LLC has a wide variety of service and support contracts available. Contact us for details.

Support Hours and Request Procedures

Non-emergency technical support is provided during the hours of 9 AM to 6 PM EST, Monday through Friday. Support requests should be initiated by telephone to 941-548-1322 or by using our contact form.

Emergency technical support for critical problems affecting the core functionality of services hosted at Lemon Bay Computer Service LLC is provided on a 24-hour, 365-day call-back basis. Out-of-hours support can be requested by calling our emergency support line at 941-548-6116. If you are not immediately connected with a representative, leave a message when prompted, and someone will call you back.

IMPORTANT: Please be advised that Lemon Bay Computer Service LLC constantly monitors all of its critical systems, and if there is a system-wide problem, there's a good chance we already know about it. Please do not use the emergency support procedures unless absolutely necessary.

IMPORTANT: Emergency support is billed at $180/hour with a minimum charge of $90.

Hosting Account

Lemon Bay Computer Service LLC agrees to set up your hosting account within two business days (usually less) once all the needed information is submitted to us. We will send you, via e-mail, postal mail, or fax, information about how to access and configure your hosting account. This information will include a username and password that can be used to FTP files to your site. It is the user`s responsibility to configure the software being used to transfer files to the hosting account - please consult the usage manual of your software. Lemon Bay Computer Service LLC makes no guarantees about the compatibility of particular software packages with its servers or networks.

If you have questions or problems regarding your hosting account, please feel free to contact us according to the procedures above.

E-mail Accounts

Lemon Bay Computer Service LLC agrees to provide e-mail services as described in the hosting package selected at the time of account setup (ask a Lemon Bay Computer Service LLC representative if you're not sure what you get in your package). Lemon Bay Computer Service LLC will provide the account owner with an web-based administrative tool and related documentation that will facilitate the setup of POP Accounts, Aliases, Forwarding Accounts, Autoresponders, and Mailing Lists. It is the responsibility of the account owner to create, modify, delete, and maintain the mail accounts and related services according to their needs. It is the responsibility of the account owner to configure e-mail reading software to read mail from the Lemon Bay Computer Service LLC mail server.

If you have questions or problems regarding e-mail configuration, please feel free to contact us according to the procedures above.

Backups

Lemon Bay Computer Service LLC maintains a recent backup of its servers and critical data in the event of a catastrophic disruption to Lemon Bay Computer Service LLC's service or severe data loss event. Lemon Bay Computer Service LLC makes no guarantees to the end user about the availability of backed up data, and a service fee may be charged for retrieving data from backups. Customers should not rely on Lemon Bay Computer Service LLC's backups for restoring accidentally deleted materials.

Your account's control panel interface provides a convenient backup and restore wizard for your web content.

Anti-Spam Services

Lemon Bay Computer Service LLC has a number of mechanisms in place to reduce the amount of unwanted bulk e-mail that enters our e-mail system.

To protect our customers from unwittingly being the source of spam, we limit outbound messages to 500 per hour. Mailing lists on our servers are limited 5,000 addresses.

Anti-Virus Services

Lemon Bay Computer Service LLC does not currently provide any computer virus prevention or detection services. Lemon Bay Computer Service LLC cannot be held liable for any computer viruses that may be received through e-mail attachments sent to or from users of our mail servers. Users are responsible for securing their mail reading software against computer virus distribution and attacks.

Acceptable Use

Lemon Bay Computer Service LLC maintains a strict acceptable use policy.

Billing Terms and Account Termination

Hosting accounts at Lemon Bay Computer Service LLC are billed using a monthly billing cycle. Customers may elect an annual billing cycle to qualify for discounted rates and promotions. The start date of each billing cycle is the first day of each month. Payments are due on the start date of the billing cycle, e.g. payment for May's hosting services are due on May 1st. We may extend additional terms to some clients on a case by case basis.

A service charge of 1.5% per month (18% annual) will be charged on past due invoices. If an account becomes past due, service may be suspended until payment in full is received.

Customers may terminate their hosting service at any time by having an authorized contact notify Lemon Bay Computer Service LLC technical support. Invoices will be pro-rated as of the date cancellation is complete.