• Billing Policy | Invoicing FAQ
• Hosting Acceptable Use Policy Policy
• Tech Support Policy
  

Technical Support is provided using the following methods, in priority:

1. Chat client
2. Online Contact Form
3. Direct Email
4. Phone

Service managers receive the highest level of technical support, to include PERL programming, and HTML support.

Service managers and clients of managers may contact TVCNet support directly, following terms below.

1. Service managers are considered first level technical support for their clients, and are expected to provide general service support to their customers. See public online manuals for hosting FAQ's.
2. Email directed to TVCNet staff by clients of service managers will either be redirected to service manager, if they fall within the first level support criteria above (1), or will be replied to directly with a CC: to service manager.
3. The invoice number of the account is required for technical support requests. If this is not available, the username, password and domain name should be provided.

Late night and weekend support may be provided to all customers as TVCNet staff availability permits.
As a general rule, the Online Contact Form is the best means of contacting support during late nights and weekends. Online Contact Form requests are sent to "all" TVCNet employees simultaneously.

Misc. Support Terms:

1. Email subject line codes and standards used by TVCNet Staff:

   EMG:	emergency install or immediate resolution required.
   HOT:	level below emergency, resolution within 12 hours.
   install:	installation request.
   correction:	used by sales or billing to clients to indicate invoice modification.
   setup:	emailer includes setup instruction.
   FYI:	courtesy note.
   UCON	under construction page

2. Server Down -

   Server has been inaccessible by web browser for over 15 minutes.

3. Propagation - Explanation.