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NetFronts Support Levels

NetFronts has three levels of support we offer to our customers. These levels show how much our technical support department will support various programs related to web hosting. A detailed description of the levels is shown below.

Browsers
Internet Explorer 5.0 +	3
Netscape Navigator	2
Internet Explorer 4.x +	2
Other Browsers (Opera, FireFox, Mozilla, etc.)	1
Operating Systems
Windows 95, 98, ME, NT 4.0, or 2000	3
Macintosh 7.5.3 and higher	2
Windows 3.1	1
Other Operating Systems (Linux, Unix, etc.)	1
Mail Agents
MS Outlook Express 5+	3
MS Outlook 2000 +	3
Netscape Mail	2
MacMail	2
Eudora	2
Other Mail Agents* (Pegasus, Konqurer mail, etc.)	1
Web Editors
Site Studio	3
MS FrontPage 2000 +	2
Other Editors (Dreamweaver, GoLive, etc.)	1
FTP Programs
Webshell 4/File Manager (control panel integrated FTP program)	3
Internet Explorer FTP	2
Cute FTP	2
WS-FTP	2
Other FTP Programs* (Fetch, SmartFTP, etc.)	1
Others
OsCommerce	2
phpBB2	2
EasyApp	1
Custom Scripts	1
Custom code, self written or downloaded**	1

Level 3 - Full Support

NetFronts technical support representatives will fully support all applications and components defined as "full" support. Support representatives will have full responsibility to completely diagnose and resolve any problems as related to NetFronts hosting service. All reasonable efforts will be made to find a resolution; however, additional support may be necessary.

Level 2 - Best Effort Support

NetFronts technical support representatives will partially support applications and components defined as a "best effort" support item. Support representatives will diagnose and attempt to resolve any issues related to these applications and components but will not have responsibility for complete resolution. It may be necessary for the customer to explore other alternative support agencies for additional support. Support representatives will attempt to provide as much information as possible regarding the possible solutions including contact information for other support agencies.

Level 1 - Diagnostic Support

NetFronts technical support representatives will perform diagnostic services to isolate technical difficulties. This service is strictly designed to confirm that the customer's Hosting service is operating properly. This diagnostic service will consist of validating the customer's Web, database, domain, and email servers are functioning properly and make sure that the customer has the correct configuration information. It may be necessary for the customer to explore other alternative support agencies for additional diagnostics and support.

* All other versions, including beta versions of supported software will have Level 1 support until generally released by the vendor.

** NetFronts support technicians cannot spend an excessive amount of time trouble shooting custom code including HTML, PHP, JavaScript, and others when a server malfunction is not involved. Once it has been determined the code is faulty it is the authors responsibility to resolve the issue.