Support Policy

1. The Simplex Software Support Staff is always available to our customers, but the Simplex Software support staff cannot work directly with the customers of our customers for issues regarding their site in any way.

2. The Simplex Software support staff is largely responsible for supporting customers by isolating specific problems that may be encountered while using our Servers. However, the Simplex Software support staff cannot and will not focus large amounts of time fulfilling programming-specific requests (this includes, but is not limited to CGI script, debugging, SQL, PL/SQL, Java, DDLs) or customizing the Server or any related programs in any way for customers. Our support staff will only troubleshoot specific programming problems which may be encountered insofar as they are related to installation and configuration in the Server environment.

3. The Simplex Software support staff will troubleshoot specific programming problems that may be encountered insofar as they are related to installation and configuration in the Server or database environment. However, the Simplex Software support staff will not offer technical support for third-party vendor products that are not documented on Simplex Software's Web site. If customers have a problem related to such third-party applications which is not specific to installing or running the program on one of Simplex Software's Servers, the customer must refer its questions to the vendor of the affected program.

4. The Simplex Software support staff may be able to offer recommendations and direct the customer to the necessary resources that will allow them to create what is necessary for their express purposes. However, please keep in mind that we offer technological expertise with our Servers and not web development.

5. For support information concerning our Dedicated Server offerings, customers are referred to http://support.dedicatedserver.com (on Verio’s website) and the associated Web pages.

6. Unsolicited e-mail or "spam" originating from a Server account or associated with a Server account is not tolerated. This includes any e-mail that promotes Web sites hosted on a Server account but is sent from an e-mail address not associated with that Server account.

   After the first violation of this policy, we will give a warning to the customer. Resellers are responsible to forward any warnings we give concerning unsolicited e-mail to their customers that send unsolicited e-mail. After the second violation, the Server account will be disabled without warning and the account may be terminated.

   If you own a Virtual, Dedicated or Managed Server, please realize that disabling your server will affect all of your Virtual Subhosts.

7. Activities Subject to Immediate Deactivation
   Any Server account that is used for illegal, abusive, or unethical activity prohibited in the Simplex Software AUP may be immediately deactivated by us without warning to you. You agree to indemnify and hold us harmless from any claim resulting from your publications or use of illegal, abusive, or unethical materials. Although we will make reasonable effort to alert you to such activities and allow you an opportunity to cure them within a 12-hour period after discovery, we are not required to give such notice before deactivating your use of our services if, in our discretion, your use is or 
   results in illegal, abusive, or unethical activities. If a Server account is disabled, the regular monthly fees still apply.

   Customers must keep in mind, if a Virtual Subhost client is deactivated for any illegal, abusive, or unethical activity, all Virtual Subhost clients that are hosted on the Server account will be affected by the deactivation.

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