Highlights of our OnDemand Support include:

AccuFind has always made a commitment to its customers to provide the highest level of included support available. However there are customers which do not require the level of support that we offer.

OnDemand support includes system uptime monitoring and fast server reboots and system security updates recommended by third party providers. OnDemand support customers can receive technical support at any time by submitting a support ticket. OnDemand support Customers are charged only for the tickets that they submit and will be charged a $15 service fee for each support ticket.

Customers who want the convenience of 24/7 phone and email support can get it any time by purchasing our Premium Support package. Become a Premium Support Customer at any time by contacting us at 1-888-932-3371.

Unlimited technical support

Burstable bandwidth

Vendor released, operating system patches (as scheduled)

System uptime monitoring

Fast server reboots

$15 / per ticket!

Installation System Software Operating System(Typical Install) Web Server FTP Server Mail Server (Linux Servers Only) Three IP addresses (minimum) 100Mbps full duplex port connection Software Ensim WEBppliance Basic (Upon initial request) Miva Merchant (License available for an additional fee) Urchin Web Statistics (License available for an additional fee) PLESK Server Administrator (License available for an additional fee) Windows Servers Only Microsoft Terminal Services (Remote administration mode)

onDemand Support Provides Network Troubleshooting We will proactively troubleshoot connectivity issues within our network and with our upstream providers. This is limited to packet loss and latency on our internal network, and between our internal network and our upstream providers. Bandwidth Usage Monitoring We will provide monthly bandwidth usage statistics, measured in GB (Giga Bytes). Bandwidth is measured by total outbound traffic off the switch port your server is connected to. You can view your bandwidth usage via your TAMS Account interface here. Server Monitoring All dedicated servers are monitored for uptime through a  ping (ICMP) request, in 5 minute intervals. If your server fails to respond after two consecutive ping requests, our Operations Center staff is instantly notified and will reboot the server for the customer. Individual applications are not monitored by this service.

OnDemand Support By Request Server Reboots AccuFind Internet Services will provide server reboots free of charge to all dedicated server customers when requested by email. We reboot your server within 30 minutes of request. Power cycling the machine may be required. DNS Troubleshooting on AccuFind Internet Services's Name Servers We will troubleshoot and resolve any DNS problems on the AccuFind Internet Services name servers (dns.accu-find.com) or (dns2.accu-find.com) . In the cases where the issue is caused by the registrar of the domain, the customer will have to contact the registrar directly when customer is not using AccuFind as the resller. Installed Services and Applications For AccuFind Internet Services installed services and applications, e.g. web server, mail server, FTP server, database, PHP, etc, we will ensure the installed service or application, on your AccuFind Internet Services dedicated server is running at the time of the default install or configuration. If the default install or configuration fails due to any change from the default install or configuration, we will offer a server reinstall to our latest Operating System installation version, at a one time fee of $150. Data integrity will be the responsibility of the customer. Installation of Vendor Released Patches Upon Request We will install, at customer request, any vendor released updates or patches necessary for proper and secure server operation. AccuFind Internet Services cannot guarantee that these patches will not stop or break the software and applications on the server. Customers should research the compatibility of these patches and verify that they will function properly within the Operating System and with all third party software installed on the server before requesting installation. Server failures due to updates or patches will be escalated to the Systems Administration team for rollback or other resolution. This procedure my take up to 24 hours and may be considered as Professional Services, please plan accordingly. Urchin Web Statistics Support from the Urchin Software Corporation is not included in your service agreement. If you would like to receive support from the Urchin Software Corporation directly, you can purchase hourly support via email or phone at, http://help.urchin.com/. Urchin help information, knowledgebase articles, manuals, and whitepapers are also here, http://help.urchin.com/ Miva Merchant Support from the Miva Corporation is not included in your service agreement. If you would like to receive support from the Miva Corporation directly, you can purchase standard email or phone support at, http://www.miva.com/support/. Miva help information, knowledgebase articles, manuals, and whitepapers are also here, http://www.miva.com/support/. Dedicated Server Hardware Repairs We will replace any piece of failed hardware on a dedicated server for one of equal or greater value. Data integrity will be the responsibility of the customer. Compromised Servers We will reinstall all compromised servers. There will be a one time fee of $150 Data integrity will be the responsibility of the customer.