The following document outlines the scope and limitation of support for each product that (CMG) Cornerstone Media Group offers. Because web hosting service by nature relies on a combination of customer supplied client software and third-party products it is important to define what is supported by our company and what is the responsibility of the customer and/or third-party software vendors.
It is important for our customers to understand when (CMG) Cornerstone Media Group initially delivers a hosting service it has been pre-tested to be in 100% working condition. In our 10 plus years of hosting experience we have determined most customer issues are usually a result of incompatibilities and configuration changes that are not compatible with our services.
Wherever possible, (CMG) Cornerstone Media Group makes every effort to support our customers. We have an extensive (kb) Knowledge Base that should address the most common issues that are directly supported by us. We strongly encourage our customers to use this extensive resource to not only seek support, but also to become more familiar with our product lines and the extent of our support.
We do encourage you to open a support ticket, even if you feel your issue is not covered by our Statement of Support. Just remember, it never hurts to ask…
- Supported:
- DNS zone file. DNS zone files translate your IP address to your domain name. We will make sure to provide you with a zone file that will work for common web hosting uses such as www and mail when using (CMG) Cornerstone Media Group name servers. At any time you can revert to a default zone file should you mistakenly edit your own.
- Operation of common services. We will monitor and ensure that all basic services are working, such as email, web serving, FTP, and your WebControl panel. We will gladly perform manual checks for you, should you feel your service is not working as intended.
- Software versions. We will maintain a best practice to ensure that our software is secure and free of exploits and vulnerabilities. We will control and determine the version of software used on our hosting services. It is important for us to use the most stable software versions on our servers, especially in a clustered hosting environment. As a result, the software we have deployed may not always be the latest version available.
- Hardware. We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components, and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner.
- Customer responsibility:
- Internet Training. We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, and FTP. We strongly encourage you to familiarize yourself with our products by using the Knowledge Base.
- Data Backup. You are responsible for maintaining current backups of all your important data. We maintain our own data backups for any given server in the event of disaster; however we do not guarantee the availability or restoration of any lost data. Should you request restoration of any lost data, should it exist, a minimum fee of $25.00 will automatically be charged to your account. An additional fee of $25.00 per hour may be incurred for data restoration assistance that is prolonged for over one hour. In the event that your data loss was our fault we would waive any associated fees.
- DNS/Domain names. We will not automatically transfer or modify your domain names to use our service. You are responsible for using the support services provided by your domain registrar for any assistance relating to name transfers and name server modifications. You may also choose to have your domain transferred to our authority by submitting a request via the Account Center. Once your transfer has been completed you can then edit your name servers in the Account Center.
- Domain name change. You can change the domain name associated with your hosting service; however you are responsible for modifying any and all path names in any scripts or applications to reflect this change.
- Email client configuration. We can assist you in setting up an email account within your client software such as Microsoft Outlook or Apple Mail with the most basic server settings. However, we cannot assist you in any advanced configuration or troubleshooting such as spam filtering, message rules, etc. In other words, we can assist you with your initial setup but not the actual operation of the program.
- FTP client configuration. We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software. We will do our best to help you make a connection using the steps outlined in our Knowledge Base articles.
- Scripts and Applications. Due to the quantity and ever-changing complexity of internet software, it simply isn’t feasible for us to know the details of how all the applications you’re running work. You are fully responsible for the installation and correct operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications. This is a policy that we must strictly adhere to.
- SSL configuration.
We will do our best to assist you with the installation of 3rd party SSL certificates, but we cannot guarantee successful installs if we are given incomplete or wrong information. We strongly encourage you to work with your SSL provider towards a resolution. We do however offer installation and full support of GeoTrust QuickSSL certificates that are purchased through us.
- Alternate Domains
- Customer responsibility:
- Usage.
You are responsible for making any necessary domain name transfer or name server modifications for the selected domain name to use our services. Our systems will automatically create a basic directory structure; however you areresponsible for creating/publishing the content needed for the alternate domain name to function.
- Usage.
- Customer responsibility:
- One-Click Applications
- Supported:
- We support the basic installation and operations of the application offered in the One-Click installs section of the control panel.
- Customer Responsibility:
- You are responsible for all customizations/upgrades/plug-ins added to the application once installed.
- Supported:
- Grid Containers
- Supported:
-
- We will monitor and maintain all aspects of the Grid Containers. If a failure occurs, outside of application usage, we will restore availability as soon as humanly possible.
- Customer Responsibility:
- You are responsible for maintaining your scripts/applications to work inside the confines of your container. Container upgrades are available in the event you need more resources for your application(s).
-
- Update Option Program (UOP):
- Not Enrolled in UOP:
All new (dv) Dedicated-Virtual Server customers are pre-enrolled in the UOP. Upon first entering the Account Center control panel, customers are given the choice to un-enroll from the UOP. If you ARE NOT enrolled in the UOP you may update your servers at will but are only eligible for support regarding:- Network availability.
We will ensure that the server has a reachable network address and is accessible from major Internet carriers. - Hardware.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components, and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner. - Cpanel license.
We will ensure that the Cpanel license associated with your server is up to date and functional. Should your Cpanel license become invalid we are responsible for reinstating your license as soon as humanly possible.
- Network availability.
- Enrolled in UOP:
You must be enrolled in the Update Option Program (UOP) to be eligible for standard support as detailed below. Enrollment in the UOP is optional, all (dv) Dedicated-Virtual Servers are enrolled by default. - Installation.
-
- Successful installation of a (dv) Dedicated-Virtual Server instance on a physical server with an associated dedicated IP address. We will ensure that the IP address is responsive and is accessible from major Internet carriers.
- Hardware.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components, and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner. - Software versions.
We will maintain a best practice to ensure that our software is secure and free of exploits and vulnerabilities. We will control and determine the version of software used on our hosting services. It is important for us to utilize the most stable versions of software to use with our global provisioning standard for (dv) Dedicated-Virtual Server products. As a result, the software we have deployed may not always be the latest version available.
- Customer responsibility:
- Internet Training.
We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, and FTP. We strongly encourage you to familiarize yourself with our products by using the Knowledge Base. - Operation of common services.
We will monitor and ensure that all basic services are working, such as email, web serving, FTP, Account Center, and Cpanel control panel. We will gladly perform manual checks for you should you feel your service is not working as intended. - Data Backup.
You are responsible for maintaining current backups of all your important data. We provide you with two standard options as backup solutions – The (dv) Snapshot-Backups add-on and the (free) Backup Utilities component of the Cpanel control panel. Although we do support both of these items, it is ultimately your responsibility to use these tools in order to have the appropriate backups that you need. We like to stress this point because backups are only useful if they’re performed regularly and consistently. - DNS/Domain names.
We will not automatically transfer or modify your domain names to use our service. You are responsible for using the support services provided by your domain registrar for any assistance relating to name transfers and name server modifications. You may also choose to have your domain transferred to our authority by submitting a request via the Account Center. Once your transfer has been completed you can then edit your name servers in the Account Center. - Domain name change.
You can change the domain name associated with your (dv) Dedicated-Virtual Server; however you are responsible for modifying any and all path names in any scripts or applications to reflect this change. In cases of a primary domain change, we are responsible for updating the PTR record for your server’s IP address. This is supported by means of submitting a support ticket. - Scripts and Applications.
Due to the quantity and ever-changing complexity of internet software, it simply isn’t feasible for us to know the details of how all the applications your running work. You are fully responsible for the installation and correct operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications. This is a policy that we must strictly adhere to.
- Cpanel Control Panel
- Supported:
- Installation.
We will automatically install our most recent version of Cpanel onto your (dv) Dedicated-Virtual Server. We will ensure at the point of installation that Cpanel is functional. Should you severely mis-configure the installation of Cpanel we will re-install the software to its default state at your request. Please keep in mind that this will lead to complete data loss. - Bugs and Feature Requests.
We will relay any discovered bugs in the Control Panel (Cpanel) to the creators of the software. We will also relay, by your request, any feature requests to be considered for future releases. We will only transmit bug reports and feature requests to the creators of the software and will not be responsible for relaying the status or update of any such bug or feature request. - Version updates.
We may at times automatically install a new version of Cpanel for you. Should an immediate update be required resulting from a security issue, we will make every effort to notify you of this update, but are not obligated to. - Cpanel License.
We will ensure that the Cpanel license associated with your server is up to date and functional. Should your Cpanel license become invalid we are responsible for reinstating your license in a reasonable time-frame.
- Installation.
- Customer responsibility:
- Features and Usage.
You are responsible for understanding the features of the software, documentation, and help files associated with the Cpanel software. You are also responsible for creating and configuring clients, domains and users. - Plug-ins.
You are responsible for installing and administrating third-party plug-ins for Cpanel. Should you cause Cpanel to malfunction or become unusable as the result of using a plug-in, you may request that we reinstall Cpanel only. You will be responsible for restoring any data in the event of a re-install. - Email client configuration.
We can assist you in setting up an email account with your client software such as Microsoft Outlook or Apple Mail with the most basic server settings. We cannot assist you in any advanced configuration or troubleshooting such as spam filtering, message rules, etc. In other words, we can assist you with your initial setup but not the usage of the said program. - FTP client configuration.
We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software. We will do our best to help you make a connection using the steps outlined in our Knowledge Base articles. - SSL configuration.
We will do our best to assist you with the installation of 3rd party SSL certificates, but we cannot guarantee successful installs if we are given incomplete or wrong information. We strongly encourage you to work with your SSL provider towards a resolution. We do however offer installation and full support of QuickSSL certificates that are purchased through us. - Application Vault.
We are not responsible for installation, configuration, or version control of any applications provided by Cpanel application vault. We strongly suggest consulting the actual developer of 3rd party software when attempting to run said applications on server. Some packages in the Application Vault may be out of date, thus potentially vulnerable to security exploits. Please keep this fact in mind when using this component of the Cpanel software.
- Features and Usage.
- Supported:
- Internet Training.
-
- Not Enrolled in UOP:
*For any and all support requests, Administrator login credentials must be provided.
- Supported:
- Operating System Releases
(CMG) Cornerstone Media Group provides the latest versions of the Operating Systems offered with (ve) Server.
- Hardware maintenance & replacement
Cornerstone Media Group maintains all aspects of the underlying hardware that powers customer’s (ve) Server. Any hardware-related issues that arise will be addressed without your intervention — (CMG) Cornerstone Media Group maintains an inventory of replacement components and service contracts with all hardware vendors to ensure that faulty hardware will be replaced in an expedited manner. - Monitoring & maintaining network uptime
(CMG) Cornerstone Media Group maintains all aspects of the network of the (ve) Server platform. This includes all the bandwidth and networking equipment under (CMG) Cornerstone Media Groups control. Important Note: This support does not extend to the public internet where customer or site visitors are accessing (CMG) Cornerstone Media Group servers. - Control Panel
(CMG) Cornerstone Media Group provides support for the Control Panel in the Account Center. The tools provided by (CMG) Cornerstone Media Group should always be accessible, including the Cpanel. - SSH Availability
(CMG) Cornerstone Media Group provides support for SSH availability. (CMG) Cornerstone Media Group ensures that the SSH protocol remains available, since this is the main way to interact with the (ve) Server platform. In the event that SSH becomes unavailable, it might be necessary to use the Repair & Diagnostics Tools to restore access.
- Operating System Releases
- Customer Responsibility:
- Operating System Updates
It is the customer’s responsibility to keep their (ve) Server up to date with the latest versions of software installed on server, including any important security updates.Note: When possible information may be provided in community-driven sites alerting customers to important security updates. - Software Installation support
(CMG) Cornerstone Media Group does not provide support for the installation and/or configuration of any software installed on customer’s (ve) Server. (CMG) Cornerstone Media Group strongly encourages consulting other sources of information, including (CMG) Cornerstone Media Group community-driven sites. Please note that (CMG) Cornerstone Media Group is not responsible for the information provided in the Wiki or Forums, unless otherwise noted. - User Administration
Similar to (CMG) Cornerstone Media Group’s Software Installation support, customer will be responsible for supporting any users of their (ve) Server, such as email services customer might have installed. Example: Customer has a user that is not able to receive mail. This user would have to contact customer or customer’s Server Administrator for support. - Basic & advanced server administration
(CMG) Cornerstone Media Group does not provide any system administration services for customer’s (ve) Server. Customer will be expected to troubleshoot and resolve any issues that arise.Example: If customer’s Apache webserver crashes under heavy load, or as a result of misconfiguration, customer will be responsible for resolving this issue. - Server backups
(CMG) Cornerstone Media Group does not provide any data backup services for customer’s (ve) Server. (CMG) Cornerstone Media Group suggests purchasing a Snapshot Backup add-on in the Account Center that provides a complete backup of customer’s server with a simple restore procedure.
- Operating System Updates
*For any and all support requests, Administrator login credentials must be provided.
- Supported:
- Network availability.
We will ensure that the server has a reachable network address and is accessible from major Internet carriers. - Hardware.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components, and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner.
- Network availability.
- Customer Responsibility:
- Internet Training.
We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, and FTP. We strongly encourage you to familiarize yourself with our products by using the Knowledge Base. - Operation of common services.
We will monitor and ensure that all basic services are working, such as email, web serving, FTP, Account Center, and Cpanel control panel. . We will gladly perform manual checks for you should you feel your service is not working as intended. - Data Backup.
You are responsible for maintaining current backups of all important data.
- Internet Training.
- Supported:
- Installation.
Successful installation of a (ss) Shared-Server instance on a physical server with an associated dedicated IP address. We will ensure that the hosting service configured at this IP address is responding and is accessible from major Internet carriers. - DNS zone file.
DNS zone files translate your IP address to your domain name. We will make sure to provide you with a zone file that will work for common web hosting uses such as www and mail when using (CMG) Cornerstone Media Group name servers. At any time you can revert to a default zone file should you mistakenly edit your own. - Operation of common services.
We will monitor and ensure that all basic services are working, such as email, web serving, FTP, and your Control panel. We will gladly perform manual checks for you should you feel your service is not working as intended. - Software versions.
We will maintain a best practice to ensure that our software is secure and free of exploits and vulnerabilities. We will control and determine the version of software used on our hosting services. It is important for us to use the most stable software versions on our servers, especially in a shared hosting environment. As a result, the software we have deployed may not always be the latest version available. If you wish to update or control the version of server software being used you should consider using the (dv) Dedicated-Virtual Server as an alternative or consider migrating to our (gs) Grid-Service platform, which has replaced this legacy hosting product. - Hardware.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner.
- Installation.
- Customer responsibility:
- Internet Training.
We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you have a basic understanding of Internet concepts such as DNS, email, and FTP. We strongly encourage you to familiarize yourself with our products by using the Knowledge Base. - Data Backup.
You are responsible for maintaining current backups of all your important data. We maintain our own data backups for any given server in the event of disaster; however we do not guarantee the availability or restoration of any lost data. Should you request restoration of any lost data, should it exist, a minimum fee of $25.00 an hour will automatically be charged to your account. In the event that your data loss was our fault we would waive any associated fees. - DNS/Domain names.
We will not automatically transfer or modify your domain names to use our service. You are responsible for using the support services provided by your domain registrar for any assistance relating to name transfers and name server modifications. You may also choose to have your domain transferred to our authority by submitting a request via the Account Center. Once your transfer has been completed you can then edit your name servers in the Account Center. - Domain name change.
You can change the domain name associated with your (ss) Shared-Server; however you are responsible for modifying any and all path names in any scripts or applications to reflect this change. - Email client configuration.
We can assist you in setting up an email account within your client software such as Microsoft Outlook or Apple Mail with the most basic server settings. However, we cannot assist you in any advanced configuration or troubleshooting such as spam filtering, message rules, etc. In other words, we can assist you with your initial setup but not the actual operation of the program. - FTP client configuration.
We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software. We will do our best to help you make a connection using the steps outlined in our Knowledge Base articles. - Scripts and Applications.
Due to the quantity and ever-changing complexity of internet software, it simply isn’t feasible for us to know the details of how all the applications you’re running work. You are fully responsible for the installation and correct operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications. This is a policy that we must strictly adhere to. - SSL configuration.
We will do our best to assist you with the installation of 3rd party SSL certificates, but we cannot guarantee successful installs if we are given incomplete or wrong information. We strongly encourage you to work with your SSL provider towards a resolution. We do however offer installation and full support of GeoTrust QuickSSL certificates that are purchased through us.
- Internet Training.
- Alternate Domains
- Supported:
- Installation.
Should you need an additional alternate domain, we will add a single DNS zone file entry for the selected domain name pointing the IP address of your primary (ss) Shared-Server service.
- Installation.
- Customer responsibility
- Usage.
You are responsible for making any necessary domain name transfer or name server modifications for the selected domain name to use our services. You are also responsible for creating the directory structure and content needed for the alternate domain name to function.
- Usage.
- Supported:
- Movable Type Add-On
NOTE: [This section only applies to existing installations of the legacy Movable Type add-on. It does not apply to installations that you've performed yourself. We no longer offer this as a paid add-on.]- Supported:
- Installation.
We will automatically install a reasonably current version of Movable Type onto your (ss) Shared-Server service. We will ensure at the point of installation that the Movable Type software is functioning properly. We will also install one additional MySQL database for the sole purpose and use of the Movable Type software. Should you severely mis-configure the installation of Movable Type we will reinstall the software to it’s original state. - Bugs and Feature Requests.
We will relay any discovered bugs in the Movable Type software to the creators of the software, Six Apart (http://www.sixapart.com). We will also relay any feature requests to be considered for future releases at your request. We will only transmit bug reports and feature requests to the creators of the software and will not be responsible for relaying the status or update of any such bug or feature request.
- Installation.
- Customer responsibility:
- Features and Usage.
You are responsible for understanding the features of the software, documentation, and help files associated with the Movable Type add-on software. You are responsible for creating and publishing your own content. - Customization and Backups.
You are responsible for any customizations made to the Movable Type add-on software. We can only reinstall Movable Type to its original state. You would be responsible for restoring your own personalized content at that point. Please make sure to keep backups whenever you can. - Plug-ins.
You are responsible for any third-party plug-ins for the Movable Type software. Should they cause Movable Type to malfunction or to become unusable, you may request that we reinstall the software only.
- Features and Usage.
- Supported: