DTS-NET Terms Of Service
DTS-NET »Terms Of Service
Effective Jan 01, 2018
1.) Account Setup / Email on file
We will setup your account after we have received payment and we and/or our payment partner(s) have screened the order(s) in case of fraud. It is your responsibility to provide us with an email address which is not @ the domain(s) you are signing up under. If there is ever an abuse issue or we need to contact you, the primary email address on file will be used for this purpose. It is your responsibility to ensure the email address on file is current or up to date at all times. If you have a domain name registered with DTS-NET, it is your responsibility to ensure that the contact information for your domain account and your actual domain name(s) is correct and up-to-date. DTS-NET is not responsible for a lapsed registration due to outdated contact information being associated with the domain. If you need to verify or change this information, you should contact our sales team via email. Providing false contact information of any kind may result in the termination of your account. In dedicated server purchases or high risk transactions, it will be necessary to provide government issued identification and possibly a scan of the credit card used for the purchase. If you fail to meet these requirements, the order may be considered fraudulent in nature and be denied.
The e-mail which is utilized for payment on the account is designated as the authorized owner of the account.
Our transfers team will make every effort to help you move your site to us. However, transfers are provided as a courtesy service, and we can not make guarantees regarding the availability, possibility, or time required to complete an account transfer. Each hosting company is configured differently, and some hosting platforms save data in an incompatible or proprietary format, which may make it extremely difficult if not impossible to migrate some or all account data. We will try our best, but in some cases we may be unable to assist you in a transfer of data from an old host.
The free transfer services are available for 30 days from your sign up date. Transfers outside of the 30 day free period or over 50 GB data storage will incur a charge; please contact a member of the transfers department with specific details to receive a price quote.
Dedicated IP Address Allocation
Any dedicated IP order in addition to ones provided with a hosting package may be subject to IP Justification. Justification practices are subject to change to remain in conformity with policies of American Registry for Internet Numbers (ARIN). We reserve the right to deny any dedicated IP request based on insufficient justification or current IP utilization.
Third Party Providers
All transactions with third party providers are solely between the visitor and the individual provider. DTS-NET is not the agent, representative, trustee or fiduciary of you or the third party provider in any transaction. Some products provided by DTS-NET are provided under license with vendors, and the use of any such third party products will be governed by the applicable license agreement, if any, with such third party.
All discounts, promotions and special third party offers may be subject to additional restrictions and limitations by the third party provider. All transactions with third party providers are subject to the terms and conditions under which the provider agrees with you to provide the goods or services. You should confirm the terms of any purchase and/or use of goods or services with the specific provider with whom you are dealing.
We do not make any representations or warranties regarding, and are not liable for, the quality, availability, or timeliness of goods or services provided by a third party provider. You undertake all transactions with these providers at your own risk. We do not warrant the accuracy or completeness of any information regarding third party providers.
All services provided by DTS-NET may only be used for lawful purposes. The laws of the State of NC,NV,TX,CT and the United States of America apply.
The customer agrees to indemnify and hold harmless DTS-NET from any claims resulting from the use of our services.
Use of our services to infringe upon any copyright or trademark is prohibited. This includes but is not limited to unauthorized copying of music, books, photographs, or any other copyrighted work. The offer of sale of any counterfeit merchandise of a trademark holder will result in the immediate termination of your account. Any account found to be in violation of another copyright will be expeditiously removed, or access to the material disabled. Any account found to be in repeated violation of copyright laws will be suspended and/or terminated from our hosting. If you believe that your copyright or trademark is being infringed upon, please contact Abuse Department with the information required. A list of required information may be found here. If the request is of a licensing issue, we may require further documentation.
Using a shared account as a backup/storage device is not permitted, with the exception of one cPanel or Plesk backup of the same account. Please do not take backups of your backups. If you need a backup/storage device One of our Dedicated servers, VPS, Colocation plans can be used for backup/storage.
Examples of unacceptable material on all Shared and Reseller servers include:
- IRC Scripts/Bots
- Proxy Scripts/Anonymizers
- Pirated Software/Warez
- Bruteforce Programs/Scripts/Applications
- Mail Bombers/Spam Scripts
- Hacker focused sites/archives/programs
- Sites promoting illegal activities
- Sale of any controlled substance without prior proof of appropriate permit(s)
- Lottery/Gambling Sites without prior proof of appropriate permit(s)
- Forums and/or websites that distribute or link to warez/pirated/illegal content
- Fraudulent Sites (Including, but not limited to sites listed at aa419.org & escrow-fraud.com)
- Broadcast or Streaming of Live Sporting Events (UFC, NASCAR, FIFA, NFL, MLB, NBA, WWE, WWF, etc)
- Anonymous or Bulk SMS Gateways
- Bitcoin Miners
Examples of unacceptable material on all Dedicated servers, VPS, Colocation Plans include:
- Pirated Software/Warez
- Bruteforce Programs Applications
- Sale of any controlled substance without prior proof of appropriate permit(s)
- Lottery/Gambling Sites without prior proof of appropriate permit(s)
- Hacker focused sites/archives/programs
- Broadcast or Streaming of Live Sporting Events (UFC, NASCAR, FIFA, NFL, MLB, NBA, WWE, Live TV, etc) without prior proof of appropriate permit(s)
DTS-NET services, including all related equipment, networks and network devices are provided only for authorized customer use. DTS-NET systems may be monitored for all lawful purposes, including to ensure that use is authorized, for management of the system, to facilitate protection against unauthorized access, and to verify security procedures, survivability, and operational security. During monitoring, information may be examined, recorded, copied and used for authorized purposes. Use of DTS-NET system(s) constitutes consent to monitoring for these purposes.
Any account found connecting to a third party network or system without authorization from the third party is subject to suspension. Access to networks or systems outside of your direct control must be with expressed written consent from the third party. DTS-NET may, at its discretion, request and require documentation to prove access to a third party network or system is authorized.
We reserve the right to refuse service to anyone. Any material that, in our judgement, is obscene, threatening, illegal, or violates our terms of service in any manner may be removed from our servers (or otherwise disabled), with or without notice.
Failure to respond to email from our abuse department within 48 hours may result in the suspension or termination of your services. All abuse issues must be dealt with via trouble ticket/email and will have a response within 48 hours.
Sites hosted on DTS-NET’s service(s) are regulated only by U.S. law. Given this fact, and pursuant to Section 230(c) of the Communications Decency Act, we do not remove allegedly defamatory material from domains hosted on our service(s). The only exception to this rule is if the material has been found to be defamatory by a court, as evidenced by a court order. DTS-NET is not in a position to investigate and validate or invalidate the veracity of individual defamation claims, which is why we rely on the legal system and courts to determine whether or not material is indeed considered defamatory. In any case in which a court order indicates material is defamatory, libelous, or slanderous in nature; we will disable access to the material. Similarly, in any case in which a US Court has placed an injunction against specified content or material; we will comply and remove or disable access to the material in question.
The language of Section 230(c) of the Communications Decency Act fundamentally states that Internet services providers like DTS-NET and many of DTS-NET’s other webhosting services and brands are republishers and not the publisher of content. Our service merely provides a hosting platform and space on which to host content, and any creation or publication of content on our services is the sole responsibility of the third-party user which creates or publishes the content. Therefore, DTS-NET should not be held liable for any allegedly defamatory, offensive or harassing content published on sites hosted under DTS-NET’s webhosting service(s).
If in doubt regarding the acceptability of your site or service, please contact Abuse Department and we will be happy to assist you.
Potential harm to minors is strictly forbidden, including but not limited to child pornography or content perceived to be child pornography (Lolita):
Any site found to host child pornography or linking to child pornography will be suspended immediately without notice.
Resellers: we will suspend the site in question and will notify you so you may terminate the account. We will further monitor your activity; more than one infraction of this type may result in the immediate termination of your account.
Direct customers: Your services will be terminated with or without notice.
Violations will be reported to the appropriate law enforcement agency.
It is your responsibility to ensure that scripts/programs installed under your account are secure and permissions of directories are set properly, regardless of installation method. When at all possible, set permissions on most directories to 755 or as restrictive as possible. Users are ultimately responsible for all actions taken under their account. This includes the compromise of credentials such as user name and password. It is required that you use a secure password. If a weak password is used, your account may be suspended until you agree to use a more secure password. Audits may be done to prevent weak passwords from being used. If an audit is performed, and your password is found to be weak, we will notify you and allow time for you to change/update your password.
3.) Zero Tolerance Spam Policy
We take a zero tolerance stance against sending of unsolicited e-mail, bulk emailing, and spam. Any user who sends out spam will have their account terminated with or without notice.
DTS-NET web site hosting mail policy for Shared & Reseller Plans our generalized mail policy no more than 499 emails can be sent out per hour per domain name. If you need to send out more than 499 you will need to go with our Dedicated or VPS or Colocation Server Plans.
Dedicated or VPS or Colocation Server Plans mail policy The list must be a Double Opt-In list. This means a user has subscribed for a newsletter or other email marketing messages by explicitly requesting it and confirming the email address to be their own. Confirmation is usually done by responding to a notification/confirmation email sent to the email address the end user specified. The double opt-in method eliminates the chance of abuse where somebody submits someone else’s email address without their knowledge and against their will. You will not be permitted to mail any mailing list that you were given or purchased. In doing so, this will also be considered spamming and may result in termination of the offending account. 2. Any unsolicited e-mail being sent will result in suspension or termination of the offending account. We take a zero tolerance stance against sending of unsolicited e-mail and other forms of spam. 3. Any mailing list MUST comply with all guidelines set forth by the United States government. These can be found at: http://en.wikipedia.org/wiki/CAN-SPAM#Unsubscribe_compliance
Sites advertised via SPAM (Spamvertised) may not be hosted on our servers. This provision includes, but is not limited to SPAM sent via fax, phone, postal mail, email, instant messaging, or usenet/newsgroups. No organization or entity listed in the ROKSO may be hosted on our servers. Any account which results in our IP space being blacklisted will be immediately suspended and/or terminated.
DTS-NET reserves the right to require changes or disable as necessary any web site, account, database, or other component that does not comply with its established policies, or to make any such modifications in an emergency at its sole discretion.
DTS-NET reserves the right to charge the holder of the account used to send any unsolicited e-mail a clean up fee or any charges incurred for blacklist removal. This cost of the clean up fee is entirely at the discretion of DTS-NET.
4.) Payment Information
You agree to supply appropriate payment for the services received from DTS-NET, in advance of the time period during which such services are provided. Subject to all applicable laws, rules, and regulations, all payments will apply to the oldest invoice(s) in your billing account. You agree that until and unless you notify DTS-NET of your desire to cancel any or all services received, those services will be billed on a recurring basis.
Cancellations must be done in writing via the cancellation form provided. Once we receive your cancellation and have confirmed all necessary information with you via DTS-NET Customer Control Panel via support ticket, we will inform you in writing (typically email) that your account has been canceled. Your cancellation confirmation will contain a ticket/tracking number in the subject for your reference, and for verification purposes. You should immediately receive an automatic “Your request has been received…” email with a tracking number. An employee will confirm your request (and process your cancellation) shortly thereafter. If you do not hear back from us, or do not receive the automatic confirmation email within a few minutes after submitting your cancellation, please contact us immediately via phone. We require that cancellations of service are done through the online form to (a) confirm your identity, (b) confirm in writing you are prepared for all files/emails to be removed, and (c) document the request. This process reduces the likelihood of mistakes, fraudulent/malicious requests, and ensures you are aware that the files, emails, and account may be removed immediately after a cancellation request is processed.
As a client of DTS-NET, it is your responsibility to ensure that your payment information is up to date, and that all invoices are paid on time. You agree that until and unless you notify DTS-NET of your desire to cancel any or all services received (by the proper means listed in the appropriate section of the Terms of Service), those services will be billed on a recurring basis, unless otherwise stated in writing by DTS-NET. DTS-NET reserves the right to bill your credit card or billing information on file with us. DTS-NET provides a 10 day grace period from the time the invoice is generated and when it must be paid. Any invoice that is outstanding for 10 days and not paid will result in a 10% late fee and/or an account suspension until account balance has been paid in full. The 10% late fee is applied in addition to whatever else is owed to DTS-NET for services rendered. Access to the account will not be restored until payment has been received.
It is the customer’s responsibility to notify our sales team via DTS-NET Customer Control Panel after paying for a domain renewal and to ensure the email is received and acted upon. Domain renewal notices and invoices are provided as a courtesy reminder and DTS-NET cannot be held responsible for failure to renew a domain or failure to notify a customer about a domain’s renewal.
Subsequently, domain renewals are billed and renewed 30 days before the renew date. It is the customer’s responsibility to notify our sales team via DTS-NET Customer Control Panel for any domain registration cancellation. No refunds can be given, once a domain is renewed. All domain registrations, and renewals are final.
Invoices that have been paid more than once with multiple Paypal Subscriptions can only be added as credit towards the account and cannot be refunded via Paypal. If you require assistance with this provision, please contact us via DTS-NET Customer Control Panel DTS-NET reserves the right to change the monthly payment amount and any other charges at anytime.
5.) Backups and Data Loss
Your use of this service is at your sole risk. Our backup service runs once a week, overwrites any of our previous backups made, and only one week of backups are kept. This service is provided to you as a courtesy. DTS-NET is not responsible for files and/or data residing on your account. You agree to take full responsibility for files and data transferred and to maintain all appropriate backup of files and data stored on DTS-NET servers.
6.) Cancellations and Refunds
DTS-NET reserves the right to cancel, suspend, or otherwise restrict access to the account at any time with or without notice.
Exchange rate fluctuations for international payments are constant and unavoidable. All refunds are processed in U.S. dollars, and will reflect the exchange rate in effect on the date of the refund. All refunds are subject to this fluctuation and DTS-NET is not responsible for any change in exchange rates between time of payment and time of refund.
Customers may cancel at any time via a cancellation form. DTS-NET gives you an unconditional 60 day money back guarantee on managed shared hosting, and reseller solutions for any customer who paid the first invoice with Paypal.
Cancellations requested after the initial 60 days for Shared and Reseller accounts will go into effect on the renewal date for that particular hosting package. Unless specifically requested, the account will remain active until the period expires. If the account is eligible, any request for a refund outside of the initial 60 day period will be given on a prorated basis with any previous extended term discount withheld. Refunds are to be determined once the account has been canceled. Payments older than 60 days may require a refund via PayPal or mailed check due to our merchant account policies and procedures.
The following methods of payments are non-refundable, and refunds will be posted as credit to the hosting account:
Only first-time accounts are eligible for a refund. For example, if you’ve had an account with us before, canceled and signed up again, you will not be eligible for a refund or if you have opened a second account with us.
Violations of the Terms of Service will waive the refund policy.
7a.) Resource Usage
Acceptable Use Policy. DTS-NET expressly reserves the right to review every user account for excessive usage of CPU, bandwidth, disk space and other resources that may be a result of your violation of this Agreement or the Acceptable Use Policy. DTS-NET may, in its sole discretion, terminate access to the Services, apply additional fees, or remove/delete User Content for those User accounts that are found to be in violation of DTS-NET policies. You hereby agree that DTS-NET shall have no liability due to any action that DTS-NET may take, including without limitation suspension or termination of Services in connection with your violation of this section.
Hosting Space; excessive MySQL files. Accounts with a large number of files (inode count in excess of 250,000) can have an adverse affect on server performance. Similarly, accounts with an excessive number of MySQL/PostgreSQL tables (i.e., in excess of 1000 database tables) or of database size (i.e., in excess of usage is limited by the resources allocated to the specific plan that you have purchased. MySQL/PostgreSQL usage or 3GB MySQL/PostgreSQL usage in a single database) Run cron entries with intervals of less than 15 minutes. Run any MySQL queries longer than 15 seconds. MySQL tables should be indexed appropriately.negatively affect the performance of the server. DTS-NET may request that a User’s number of files/inodes, database tables, or total database usage be reduced to ensure the proper performance of the Services or may terminate User’s account, with or without notice.
Unmetered File Transfer. DTS-NET does not set arbitrary limits on the amount of visitor traffic User Websites can receive or on the amount of content a User can upload to User Websites in any given month, nor does DTS-NET charge additional fees based on the increased use of bandwidth, as long as User’s use of the Services complies with this Agreement. In most cases, User Websites will be able to support as much traffic as User can legitimately acquire. However, DTS-NET reserves the right to limit processor time, bandwidth, processes, or memory in cases where it is necessary to prevent negatively impacting other Users.
Virtual Private Servers (VPS) and Dedicated Servers Usage.
Resource Usage. Dedicated and VPS usage is limited by the resources allocated to the specific plan that you have purchased.
Backup. Each User is solely responsible for backing-up all User Content, including any User Websites. DTS-NET is not responsible for the loss of any User Content.
Subscriber Super-user Access. User acknowledges that User is solely responsible for any changes made with super-user access and that DTS-NET may not be able to reverse any changes and/or recover data lost or damaged through the use of super-user privileges. DTS-NET’s level of support to those Users accessing super-user privileges will be limited as follows:
Reinstallation of corrupted modules, such as Control Panel files, web server files, etc.;
Reinstallation of the baseline operating system and core file image at User’s. User acknowledges and understands that a new image install will cause the irreversible complete loss of all data stored on the server. DTS-NET is not liable for any data lost as a result of this action;
Restoration of files from available backups at User’s request. This restoration will be a full restore of the backup files; DTS-NET does not offer file-by-file restoration services;
DTS-NET will not attempt any configuration or setup of DNS, firewalls, web server, etc.; and
DTS-NET will attempt basic diagnostics upon User’s request. DTS-NET does not offer in-depth manual diagnostics as part of the Service. User may contact DTS-NET Professional Services to inquire about additional support offerings.
7b.) Backup Limit
Any shared account using more than 10 gigs of disk space will be removed from our off site weekly backup with the exception of Databases continuing to be backed up. All data will continue to be mirrored to a secondary drive which helps protect against data loss in the event of a drive failure.
8.) Bandwidth Usage
DTS-NET doesn’t charge for exceeding your data limit. Instead when you reach your limit your data speed simply slows down. you can always update your package at any time to get the faster speed or down grade slower speed as well. data allowance varies depending on the hosting package you purchase..
9a.) Money back Guarantee
On Dedicated servers, Colocation, Domain Registration OR Transfer Your Domain no full refund will be honored — the 60 day money back guarantee does not apply. We reserve the right to refund a prorated amount or no refund at all.
Each of DTS-NET’s managed, shared, VPS, and reseller services carry a 60 day unconditional money back guarantee on them. If you are not completely satisfied with our services within the first 60 days of your service, you will be given a full refund of the contract amount. Remember, this is only for monthly shared or reseller packages and does not apply to dedicated servers, Colocation administrative fees, install fees for custom software, or domain name purchases.
DTS-NET will not activate new orders or activate new packages for customers who have an outstanding balance with DTS-NET. For a new order to be setup or a new package to be activated, you must have a balance of $0.00, unless otherwise stated by DTS-NET in writing.
9b.) Uptime Guarantee
If your shared / reseller server has a physical downtime that is not within the 99.9% uptime you may receive one month of credit on your account. Approval of the credit is at the discretion of DTS-NET dependent upon justification provided. Third party monitoring service reports may not be used for justification due to a variety of factors including the monitor’s network capacity/transit availability. The uptime of the server is defined as the reported uptime from the operating system and the Apache Web Server which may differ from the uptime reported by other individual services. To request a credit, please contact us via DTS-NET Customer Control Panel with justification. All requests must be made in writing via ticket. Uptime guarantees only apply to shared / reseller solutions. Dedicated servers are covered by a network guarantee in which the credit is prorated for the amount of time the server is down which is not related to our uptime guarantee.
9b.) Price Match Guarantee
DTS-NET will price match the features and lowest current listed price of the following most popular web hosting companies. All we need is your First & Last Name Email Address Your Domain/Website Name of Host to Price Match URL of Hosting Plan to Price Match. Must be competitor with a similar level of service, network, and infrastructure as DTS-NET with a lower price? Contact our team today with a copy of the competitors quote and let our team match or beat their offered pricing! Requirements for Price Match consideration: – Provider must be a Legal company in business for 1+ Years – Plans must include UNMETERED data transfer and bandwidth – Provider must offer 24×7 PHONE, Live Chat and Ticket Support Price Match Guarantee is limited to one price match per hosting plan, per client and does not apply to: Promotional pricing valid for original term. All plans renew at current listed prices. All price match offers are provided at DTS-NET’s sole discretion. DTS-NET reserves the right to discontinue price match offers at any time.
10.) Reseller: Client Responsibility
Resellers are responsible for supporting their clients. DTS-NET does not provide support to our Reseller’s Clients. If a reseller’s client contacts us, we reserve the right to place the client account on hold until the reseller can assume their responsibility for their client. All support requests must be made by the reseller on their clients’ behalf for security purposes. Resellers are also responsible for all content stored or transmitted under their reseller account and the actions of their clients’. DTS-NET will hold any reseller responsible for any of their clients actions that violate the law or the terms of service.
11.) Dedicated ServersDTS-NET reserves the right to reset the password on a dedicated server if the password on file is not current so that we may do security audits as required by DTS-NET. It is the responsibility of the client to ensure that there is a valid email address and current root password on file for their dedicated server on file to prevent downtime from forced password resets. DTS-NET reserves the right to audit servers as needed and to perform administrative actions by DTS-NET . Dedicated servers are NOT backed up by us and it is the responsibility of the client to maintain backups or have a solution for this. You may purchase an additional hard drive and maintain backups to it as the simplest solution. Please contact Sales Department if you wish to obtain a secondary hard drive. It is your responsibility to maintain backups.
12.) Price Change
The amount you pay for hosting will never increase from the date of purchase. We reserve the right to change prices listed on dts-net.com, and the right to change the amount of resources given to plans at any time.
Discounts and coupon codes are reserved for first-time accounts *or first-time customers* only and may not be used towards the purchase of a domain registration unless otherwise specified. If you have signed up using a particular domain, you may not resign up for that domain using another coupon at a later date. Any account found in violation of these policies will be reviewed by our sales department and the appropriate invoices will be added to the account. Coupon abuse will not be tolerated and may result in the suspension or termination of the account. Coupons or discounts are only valid towards the initial purchase, and do not affect the renewal or recurring price.
Customer agrees that it shall defend, indemnify, save and hold DTS-NET harmless from any and all demands, liabilities, losses, costs and claims, including reasonable attorney’s fees asserted against DTS-NET, its agents, its customers, officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by customer, its agents, employees or assigns. Customer agrees to defend, indemnify and hold harmless DTS-NET against liabilities arising out of; (1) any injury to person or property caused by any products sold or otherwise distributed in connection with DTS-NET; (2) any material supplied by customer infringing or allegedly infringing on the proprietary rights of a third party; (3) copyright infringement and (4) any defective products sold to customers from DTS-NET’s server.
15.) Arbitration By using any DTS-NET services, you agree to submit to binding arbitration. If any disputes or claims arise against DTS-NET or its subsidiaries, such disputes will be handled by an arbitrator of DTS-NET’s choice. An arbitrator from the American Arbitration Association or the National Arbitration Forum will be selected in the states of NC, TX, CT. Arbitrators shall be attorneys or retired judges and shall be selected pursuant to the applicable rules. All decisions rendered by the arbitrator will be binding and final. The arbitrator’s award is final and binding on all parties. The Federal Arbitration Act, and not any state arbitration law, governs all arbitration under this Arbitration Clause. You are also responsible for any and all costs related to such arbitration.
DTS-NET shall not be responsible for any damages your business may suffer. DTS-NET makes no warranties of any kind, expressed or implied for services we provide. DTS-NET disclaims any warranty or merchantability or fitness for a particular purpose. This includes loss of data resulting from delays, no deliveries, wrong delivery, and any and all service interruptions caused by DTS-NET and its employees.
17.) Disclosure to law enforcement
DTS-NET may disclose any subscriber information to law enforcement agencies without further consent or notification to the subscriber upon lawful request from such agencies. We will cooperate fully with law enforcement agencies.
18.) Changes to the TOSs
DTS-NET reserves the right to revise its policies at any time without notice.
24/7/365 Live Tech Support Agreement
Live Online Support Via Support Ticket or Our Web Site Live Chat is free!
Live Phone Technical Support free with a Business Pro add-on or Managed Services
Free live phone technical support available only for first-time customers during first 30 days after registration unless you have a Business Pro or Managed Services Add-on Plan Which you can upgrade to at any time. Plans with out Business Pro or Managed Services Add-on Plan after your first 30 days a charge of $5 per call will apply If its not an issue on our systems and architecture. You must provide a valid credit card at the time of your call and all fees incurred will be charged to the card provided. You must be at least 18 years old to call
DESCRIPTION OF SUPPORT SERVICES
Overall Guidance. Supported:
Purchasing or renewing DTS-NET products
Setting up DTS-NET products
Showing you the steps to use our products
Diagnosing connection or access errors
Ensuring our systems and architecture are up and running
Not supported: and is fee based $60 per 30 minutes – For example:
Configuring and customizing your application settings
Creating websites and content (naming, drafting, building, publishing)
Getting people to your website
Learning how the Internet works (code, servers, and connections)
Training about your computer, mobile device, or tablet
Free remote hands & eyes – $0 – Included with all colocation packages! The general rule of thumb is that 1) it does not require unracking a server or opening a server, 2) and that we can perform the tasks within 15 minutes. Examples of tasks performed at no charge as a part of your DTS-NET service:
Insertion of media
Entering basic commands
Moving your IP KVM to another server
Adding or removing hot-swap components
Moving cables around
Hardware replacement – $25 per incident – We will add, remove, or replace RAM, drives, or add-on cards. CPUs and motherboards are not included in this category. This fee is per incident per server. For example:
Replacement of 2 hard drives in the same server — $25
Adding 4 sticks of RAM to 2 servers — $50 ($25 per server)
Removing RAID controller — $25
Reseating drives or memory in one server — $25
Rack & stack (for full and half cabinet customers) – $75 per device – We will install your server for you. Installation of server includes:
Physical racking of server
Labeling of server
Cabling of servers using customer provided cables
Configuring of IPMI
Advanced support – $88 per 30 minutes – For example:
OS installs or OS reloads (or do it yourself for “free”! with KVM)
Replacing CPUs or motherboards
Network configuration or troubleshooting (Monday to Friday, 9AM to 5PM. Contact us for after-hours configuration support)
Remote Hands time is $88 per 30 minutes – For example: unless otherwise specified in your contract. Any overages that occur within a month’s timeframe are billed at the end of your billing cycle.
Expert Hands work is performed by, or in coordination with, DTS-NET’s Tier III Engineering staff. These expert-level tasks may include: • Network infrastructure configuration • Complex OS or application-level configurations or management • Fiber or cable terminations • Complex cabling projects Expert Hands time is $125 per 30 minutes – For example:hour unless otherwise specified in your contract – with a 1-hour minimum, including any travel time required. DTS-NET support specialists are able to quickly review and confirm the support ability of your requests 24x7x365. Expert Hands tasks are subject to the availability of staff and subject matter expertise.