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To guarantee that we can continue to provide the lowest
cost on Hosting Service, with one of the best up-time records in the
industry, all of our shared hosting support has been moved to our on-line Help Desk system. The process of creating your customer account, and
submitting a technical support request is detailed on our Customer
Support home page.
To ensure that we are on target of following our goal, which is to
provide uninterrupted service for our clients, we have established
a list of policies which are outlined in this section of our web site. |
- Phone support for all shared hosting accounts, unless otherwise selected as an optional paid feature of your account, is not available. Only Help Desk tickets will be responded to. Help desk tickets can be generated from our web site (Visit our Help Desk) or by sending Email directly to support@lhhosting.com.
- The Support Team is responsible for supporting our direct users. Resellers are responsible for supporting their clients by isolating specific problems that may be encountered while using our services.
- The Support Team does not support 3rd party applications which have been installed on our hosting servers such as CGI script requests (this includes debugging). All customer installed scripts must be configured by the customer, however, we will provide information regarding a servers' specific configuration which is needed for such scripts to operate. Excessive trouble shooting and error correction of scripts which is the fault of the customer may be subject to charges. In such instances, we will notify parties involved regarding our charges. Scripts which create error states on hosting servers may be disabled.
- The Support Team may, at its' option, offer recommendations and direct customers to resources which will allow them to create what is necessary for their express purposes.
- We will not offer technical support for third party vendor products that are outside of the existing server extensions. Users, who have a problem which is not specific to installing or running the program on a web hosting account, should refer your questions to the vendor of the program.
- The support team will remove any script that is determined to be harmful to the server or other clients operating on the server. Script access will be disabled if offending scripts are placed on the server or replaced after being removed by the support team.
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- We currently accept Personal Check, Business Checks and Money Orders for accounts prepaid in advance for six months or more. Standard monthly billing is by Credit Card (Visa, MasterCard, American Express) and is automatically billed during the beginning of the monthly billing cycle.
- Re-sellers of our services are responsible for collecting payments from their own customers. Resellers are in turn responsible for payment directly to us for the full amount of their monthly bill. If a Resellers' customer is delinquent with payment to the Reseller, the Reseller may log into their account and disable services to their customer. This utility is provided to all Resellers at no charge. Such a situation does not relieve the Reseller from their financial obligation to us.
- End users and resellers of LHH services agree to pay a monthly Service Fee to LHH for the services it provides according to the current LHH charges as noted on our price schedule. The Service Fee is billed to you 30-days previous to your sign-up anniversary date and is due net 15-days. Collection of payments may be monthly, quarterly semi-annually or yearly, depending upon the account selection chosen at time of sign-up. We will automatically re-bill on succeeding terms based upon the interval selected by you when purchasing your account.
- Accounts which are delinquent are immediately subject to deactivation. All accounts which have been deactivated will continue to be charged until the customer has properly cancelled the account or, at our option, have deleted the web site content which is consuming system resources. We may, at our option, require a new set-up fee to be paid for accounts which have been disabled or reactivated for non-payment of usage fees.
- If an account is cancelled previous to the ending of the selected period the setup fee is not refunded nor pro-rated. Please keep this in mind as you request a cancellation.
- Any reconciliation requests or disputes of charges that take place, must be taken care of during the current billing cycle. A customer forfeits the right to reconciliation of charges if the request is more than 60 days past the invoice date in question.
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