Privacy
Policy
This Privacy Policy describes the information we collect
from you, what we do with the information, and our information
security practices. If you have any questions about our Privacy
Policy, please contact sales@elluscient .com .
Information
When you sign up for our service, we will ask you to provide
contact information such as your name, address, telephone
numbers, e-mail addresses, and payment information such as
credit card number and expiration date.
We may ask you to complete user surveys, and to provide certain
demographic information, such as age, gender, special interests,
etc. You do not have to provide this type of information to
use our service if you do not want to.
If you contact us for customer support, we may also ask you
for information about your operating system, software and
other technical matters.
When you visit our Web site we will capture your IP Address,
time of and duration of visit, and time and duration of the
pages on our Web site that you view. We may tie this information
to the personally identifiable information we have about you.
We will also place a cookie that will identify you to us
as a repeat visitor or a customer when you visit our Web site.
See “ What is a Cookie ” below. We may tie this
cookie to the personally identifiable information we have
about you.
[If we send you an e-mail, we may include a marker that will
allow to identify e-mail that is opened and viewed.]
Use of Personally Identifiable Information
We will use your personally identifiable information only
as follows:
For payment purposes and to provide customer support;.
To announce special offers or provide other information from
time to time via e-mail. We may also send e-mail announcing
special offers by our third parties, but we will not provide
the third parties with your e-mail address or other personally
identifiable information. If you do not wish to receive these
e-mails, you may opt out of future e-mails at any time by
following the instructions included in the e-mail.
To improve our service and the marketing of our service. For
example, we may use the information we gather from user surveys,
demographic data, and web site visits to help us improve or
target our Web site and customize your visit.
We will not provide any personally identifiable information
about you to any other person other than:
a law enforcement or regulatory agency at their request;
a person or company who acquires our business;
third parties who perform services on our behalf (such as
payment processing), subject to the third party agreeing with
us that it will keep your personally identifiable information
confidential;
As otherwise needed to protect or enforce or rights or the
rights of others.
We absolutely do not transfer or sell your information for
inclusion on third party e-mail or other marketing lists.
Use of Non-Personally Identifiable Information
We may share aggregate statistical data about our customers
with third parties, such as advertisers or suppliers. This
aggregate statistical data will not identify you personally.
What is a Cookie
A “cookie” is an alphanumeric identifier that
is unique to your browser. The cookie will identify your browser
to us when you visit our web site so that we may customize
your visit.
Security of Your Information
We store your personally identifiable information and payment
information with secure 128-bit encryption. All of our payments
are processed through Authorize.net, one of the worlds most
trusted payment processors. This ensures that your information
is safe and secure at all times.
Children's Privacy
Our service is not available to children under the age of
13, and we will not intentionally maintain information about
anyone under the age of 13.
Failure to abide by this policy will result in immediate
account suspension or termination.
Term
of Service/Termination of Web Hosting Agreement
This Web Hosting Agreement (this “ Agreement ”)
is between Elluscient Technology Solutions , a Web Services
Company formed under the laws of the State of Connecticut
with its principal office at Connecticut and the person (individual
or legal person) whose signs Elluscient Technology Solutions'
service order and set up form (the “ Order ”)
incorporating this Agreement by reference (“ Customer
”). This Agreement governs Customer's use of Elluscient
Technology Solutions' Web hosting service.
1. Services . Subject to the terms of this Agreement, and
contingent on Customer's satisfaction of Elluscient Technology
Solutions' credit approval requirements, Elluscient Technology
Solutions agrees to provide the web hosting services described
in the Order for the fees stated in the Order.
2. Term.
The initial service term of the Agreement shall begin on
the date that Elluscient Technology Solutions generates an
e-mail message to Customer announcing the activation of the
Customer's account (the “ Service Commencement Date
”) and shall continue for the number of months stated
in the Order (the “ Initial Term ”). Upon expiration
of the Initial Term, this Agreement shall automatically renew
for successive renewal terms of the same length as the Initial
Term (each a “ Renewal Term ”) unless Elluscient
Technology Solutions or Customer provides the other with written
notice of non-renewal at least 5 days prior to the expiration
of the Initial Term or then-current Renewal Term, as applicable.
The Initial Term and any Renewal Term may be referred to collectively
in this Agreement as the “ Term .”
3. Payments.
(a) Fees .
Fees are payable in advance on the first day of each billing
cycle. Customer's billing cycle shall be monthly or annually
as indicated on the Order, beginning on the Service Commencement
Date. Elluscient Technology Solutions may require payment
for the first billing cycle before beginning service. If the
Order provides for credit/debit card billing, Customer authorizes
Elluscient Technology Solutions to bill subsequent fees to
the credit/debit card on or after the first day of each successive
billing cycle during the Term of this Agreement; otherwise
Elluscient Technology Solutions will invoice Customer via
electronic mail to the Primary Customer Contact listed on
the Order. Invoiced fees may be issued on or before the 1
st day of each billing cycle, and the fees shall be due on
the 14 th day following invoice date, but in no event earlier
than the first day of each billing cycle.
Payments must be made in United States dollars. Customer
is responsible for providing Elluscient Technology Solutions
with changes to billing information (such as credit card expiration,
change in billing address) At its option, Elluscient Technology
Solutions may accrue charges to be made to a credit/debit
card until such charges exceed $10.00. Elluscient Technology
Solutions may suspend the service without notice if payment
for the service is overdue. Fees not disputed within sixty
(60) days of due date are conclusively deemed accurate. Customer
agrees to pay Elluscient Technology Solutions' reasonable
reinstatement fee following a suspension of service for non-payment,
and to pay Elluscient Technology Solutions' reasonable costs
of collection of overdue amounts, including collection agency
fees, attorney fees and court costs.
(b) Fee Increases . Elluscient Technology Solutions may increase
its fees for services effective the first day of a Renewal
Term by giving notice to Customer of the new fees at least
forty five (45) days prior to the beginning of the Renewal
Term, and if Customer does not give a notice of non-renewal
as provided in Section 2 above, the Customer shall be deemed
to have accepted the new fee for that Renewal Term and any
subsequent Renewal Terms (unless the fees are increased in
the same manner for a subsequent Renewal Term).
(c) Taxes . At Elluscient Technology Solutions' request Customer
shall remit to Elluscient Technology Solutions all sales,
VAT or similar tax imposed on the provision of the services
(but not in the nature of an income tax on Elluscient Technology
Solutions), regardless of whether Elluscient Technology Solutions
fails to collect the tax at the time the related services
are provided.
(d) Early Termination . Customer acknowledges that the amount
of the fee for the service is based on Customer's agreement
to pay the fee for the entire Initial Term, or Renewal Term,
as applicable. In the event Elluscient Technology Solutions
terminates the Agreement for Customer's breach of the Agreement
in accordance with Section 9 (Termination), or Customer terminates
the service other than in accordance with Section 9 (Termination)
for Elluscient Technology Solutions' breach, the unpaid fees
for each billing cycle remaining in the Initial Term or then-current
Renewal Term, as applicable, are due on the business day following
termination of the Agreement.
4. Law/AUP . Customer agrees to use the service in compliance
with applicable law and Elluscient Technology Solutions' Acceptable
Use Policy posted on our AUP Page (the “ AUP ”),
which is hereby incorporated by reference in this Agreement.
Customer agrees that Elluscient Technology Solutions may,
in its reasonable commercial judgment consistent with industry
standards, amend the AUP from time to time to further detail
or describe reasonable restrictions and conditions on Customer's
use of the Services. Amendments to the AUP are effective on
the earlier of Elluscient Technology Solutions' notice to
Customer that an amendment has been made, or the first day
of any Renewal Term that begins subsequent to the amendment.
Customer agrees to cooperate with Elluscient Technology Solutions'
reasonable investigation of any suspected violation of the
AUP. In the event of a dispute between Elluscient Technology
Solutions and Customer regarding the interpretation of the
AUP, Elluscient Technology Solutions' commercially reasonable
interpretation of the AUP shall govern.
5. Customer Information. Customer represents and warrants
to Elluscient Technology Solutions that the information he,
she or it has provided and will provide to Elluscient Technology
Solutions for purposes of establishing and maintaining the
service is accurate. If Customer is an individual, Customer
represents and warrants to Elluscient Technology Solutions
that he or she is at least 18 years of age. Elluscient Technology
Solutions may rely on the instructions of the person listed
as the Primary Customer Contact on the Order with regard to
Customer's account until Customer has provided a written notice
changing the Primary Customer Contract.
6 Indemnification. Customer agrees to indemnify and hold
harmless Elluscient Technology Solutions, Elluscient Technology
Solutions' affiliates, and each of their respective officers,
directors, agents, and employees from and against any and
all claims, demands, liabilities, obligations, losses, damages,
penalties, fines, punitive damages, amounts in interest, expenses
and disbursements of any kind and nature whatsoever (including
reasonable attorneys fees) brought by a third party under
any theory of legal liability arising out of or related to
the actual or alleged use of Customer's services in violation
of applicable law or the AUP by Customer or any person using
Customer's log on information, regardless of whether such
person has been authorized to use the services by Customer.
7. Disclaimer of Warranties.
Elluscient Technology Solutions DOES NOT WARRANT OR REPRESENT
THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR COMPLETELY
SECURE. TO THE EXTENT PERMITTED BY APPLICABLE LAW Elluscient
Technology Solutions DISCLAIMS ANY AND ALL WARRANTIES INCLUDING
THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR
PURPOSE, AND NONINFRINGEMENT. TO THE EXTENT PERMITTED BY APPLICABLE
LAW, ALL SERVICES ARE PROVIDED ON AN “AS IS” BASIS.
8. Limitation of Damages.
NEITHER PARTY SHALL BE LIABLE TO THE OTHER FOR ANY LOST PROFITS,
OR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE
LOSS OR DAMAGE OF ANY KIND, OR FOR DAMAGES THAT COULD HAVE
BEEN AVOIDED BY THE USE OF REASONABLE DILIGENCE, ARISING IN
CONNECTION WITH THE AGREEMENT, EVEN IF THE PARTY HAS BEEN
ADVISED OR SHOULD BE AWARE OF THE POSSIBILIY OF SUCH DAMAGES.
NOTWITHSTANDING ANYTHING ELSE IN THE AGREEMENT TO THE CONTRARY,
THE MAXIMUM AGGREGATE LIABILITY OF Elluscient Technology Solutions
AND ANY OF ITS EMPLOYEES, AGENTS OR AFFILIATES, UNDER ANY
THEORY OF LAW (INCLUDING BREACH OF CONTRACT, TORT, STRICT
LIABILITY, AND INFRINGEMENT) SHALL BE A PAYMENT OF MONEY NOT
TO EXCEED THE AMOUNT PAYABLE BY CUSTOMER FOR THREE MONTHS
OF SERVICE.
9. Suspension/Termination .
(a) Suspension of Service . Customer agrees that Elluscient
Technology Solutions may suspend services to Customer without
notice and without liability if: (i) Elluscient Technology
Solutions reasonably believes that the services are being
used in violation of the AUP; (ii) Customer fails to cooperate
with any reasonable investigation of any suspected violation
of the AUP; (iii) Elluscient Technology Solutions reasonably
believes that the suspension of service is necessary to protect
its network or its other customers, or (iv) as requested by
a law enforcement or regulatory agency. Customer shall pay
Elluscient Technology Solutions' reasonable reinstatement
fee if service is reinstituted following a suspension of service
under this subsection.
(b) Termination. The Agreement may be terminated by Customer
prior to the expiration of the Initial Term or any Renewal
Term without further notice and without liability if Elluscient
Technology Solutions fails in a material way to provide the
service in accordance with the terms of the Agreement and
does not cure the failure within ten (10) days of Customer's
written notice describing the failure in reasonable detail.
The Agreement may be terminated by Elluscient Technology Solutions
prior to the expiration of the Initial Term or any Renewal
Term without further notice and without liability as follows:
(i) upon five (5) days notice if Customer is overdue on the
payment of any amount due under the Agreement; (ii) Customer
materially violates any other provision of the Agreement,
including the AUP, and fails to cure the violation within
five (5) days of a written notice from Elluscient Technology
Solutions describing the violation in reasonable detail; (iii)
upon one (1) days notice if Customer's Service is used in
violation of a material term of the AUP more than once, or
(iv) upon one (1) days notice if Customer violates Section
5 (Customer Information) of this Agreement. Either party may
terminate this agreement upon ten (10) days advance notice
if the other party admits insolvency, makes an assignment
for the benefit of its creditors, files for bankruptcy or
similar protection, is unable to pay debts as they become
due, has a trustee or receiver appointed over all or a substantial
portion of its assets, or enters into an agreement for the
extension or readjustment of all or substantially all of its
obligations.
10. Requests for Customer Information . Customer agrees that
Elluscient Technology Solutions may, without notice to Customer,
(i) report to the appropriate authorities any conduct by Customer
or any of Customer's customers or end users that Elluscient
Technology Solutions believes violates applicable law, and
(ii) provide any information that it has about Customer or
any of its customers or end users in response to a formal
or informal request from a law enforcement or regulatory agency
or in response to a formal request in a civil action that
on its face meets the requirements for such a request.
11. Back Up Copy. Customer agrees to maintain a current copy
of all content hosted by Elluscient Technology Solutions notwithstanding
any agreement by Elluscient Technology Solutions to provide
back up services.
12. Changes to Elluscient Technology Solutions' Network .
Upgrades and other changes in Elluscient Technology Solutions'
network, including, but not limited to changes in its software,
hardware, and service providers, may affect the display or
operation of Customer's hosted content and/or applications.
Elluscient Technology Solutions reserves the right to change
its network in its commercially reasonable discretion, and
Elluscient Technology Solutions shall not be liable for any
resulting harm to Customer.
13. Notices. Notices to Elluscient Technology Solutions under
the Agreement shall be given via electronic mail to the e-mail
address posted for customer support at support@elluscient
.com . Notices to Customer shall be given via electronic mail
to the individual listed as the Primary Customer Contact on
the Order. Notices are deemed received on the day transmitted,
or if that day is not a business day, on the first business
day following the day delivered. Customer may change his,
her or its notice address by a notice given in accordance
with this Section.
14. Force Majeure . Elluscient Technology Solutions shall
not be in default of any obligation under the Agreement if
the failure to perform the obligation is due to any event
beyond Elluscient Technology Solutions' control, including,
without limitation, significant failure of a portion of the
power grid, significant failure of the Internet, natural disaster,
war, riot, insurrection, epidemic, strikes or other organized
labor action, terrorist activity, or other events of a magnitude
or type for which precautions are not generally taken in the
industry.
15. Governing Law/Disputes . The Agreement shall be governed
by the laws of the State of Connecticut , exclusive of its
choice of law principles, and the laws of the United States
of America , as applicable. The Agreement shall not be governed
by the United Nations Convention on the International Sale
of Goods. EXCLUSIVE VENUE FOR ALL DISPUTES ARISING OUT OF
OR RELATING TO THE AGREEMENT SHALL BE THE STATE AND FEDERAL
COURTS IN , Connecticut , AND EACH PARTY AGREES NOT TO DISPUTE
SUCH PERSONAL JURISDICTION AND WAIVES ALL OBJECTIONS THERETO.
16. Miscellaneous. Each party acknowledges and agrees that
the other party retains exclusive ownership and rights in
its trademarks, service marks, trade secrets, inventions,
copyrights, and other intellectual property. Neither party
may use the other party's name or trade mark without the other
party's prior written consent. The parties intend for their
relationship to be that of independent contractors and not
a partnership, joint venture, or employer/employee. Neither
party will represent itself to be agent of the other. Each
party acknowledges that it has no power or authority to bind
the other on any agreement and that it will not represent
to any person that it has such power or authority. This Agreement
may be amended only by a formal written agreement signed by
both parties. The terms on Customer's purchase order or other
business forms are not binding on Elluscient Technology Solutions
unless they are expressly incorporated into a formal written
agreement signed by both parties. A party's failure or delay
in enforcing any provision of the Agreement will not be deemed
a waiver of that party's rights with respect to that provision
or any other provision of the Agreement. A party's waiver
of any of its right under the Agreement is not a waiver of
any of its other rights with respect to a prior, contemporaneous
or future occurrence, whether similar in nature or not. The
captions in the Agreement are not part of the Agreement, but
are for the convenience of the parties. The following provisions
will survive expiration or termination of the Agreement: Fees,
indemnity obligations, provisions limiting liability and disclaiming
warranties, provisions regarding ownership of intellectual
property, these miscellaneous provisions, and other provisions
that by their nature are intended to survive termination of
the Agreement. There are no third party beneficiaries to the
Agreement. Neither insurers nor the customers of resellers
are third party beneficiaries to the Agreement. Customer may
not transfer the Agreement without Elluscient Technology Solutions'
prior written consent. Elluscient Technology Solutions' approval
for assignment is contingent on the assignee meeting Elluscient
Technology Solutions' credit approval criteria. Elluscient
Technology Solutions may assign the Agreement in whole or
in part.
This Agreement together with the Order and AUP constitutes
the complete and exclusive agreement between the parties regarding
its subject matter and supercedes and replace any prior understanding
or communication, written or oral.
Failure to abide by this policy will result in immediate
account suspension or termination.
Acceptable
use policy (user agreement)
This AUP governs the use of Elluscient Technology Solutions'
web hosting service. Violation of this AUP may result in suspension
or termination of your service. In the event of a dispute
between you and Elluscient Technology Solutions regarding
the interpretation of this AUP, Elluscient Technology Solutions'
interpretation, in its reasonable commercial judgment, shall
govern. If you have any questions regarding this AUP, contact
sales@elluscient .com .
Offensive Content
You may not publish or transmit via Elluscient Technology
Solutions' service any content that Elluscient Technology
Solutions reasonably believes:
· constitutes child pornography;
· constitutes pornography;
· is excessively violent, incites violence, threatens
violence, or contains harassing content or hate speech;
· is unfair or deceptive under the consumer protection
laws of any jurisdiction, including chain letters and pyramid
schemes;
· is defamatory or violates a person's privacy;
· creates a risk to a person's safety or health, creates
a risk to public safety or health, compromises national security,
or interferes with a investigation by law enforcement;
· improperly exposes trade secrets or other confidential
or proprietary information of another person;
· is intended to assist others in defeating technical
copyright protections;
· clearly infringes on another person's trade or service
mark, patent, or other property right;
· promotes illegal drugs, violates export control
laws, relates to illegal gambling, or illegal arms trafficking;
· is otherwise illegal or solicits conduct that is
illegal under laws applicable to you or to Elluscient Technology
Solutions; or
· is otherwise malicious, fraudulent, or may result
in retaliation against Elluscient Technology Solutions by
offended viewers.
Content “published or transmitted” via Elluscient
Technology Solutions' service includes Web content, e-mail,
bulletin board postings, chat, and any other type of posting
or transmission that relies on any Internet service provided
by Elluscient Technology Solutions.
Security
You must take reasonable security precautions. You must protect
the confidentiality of your password, and you should change
your password periodically.
Bulk Commercial E-Mail
You must obtain Elluscient Technology Solutions' advance
approval for any bulk commercial e-mail, which will not be
given unless you are able to demonstrate all of the following
to Elluscient Technology Solutions' reasonable satisfaction:
· Your intended recipients have given their consent
to receive e-mail via some affirmative means, such as an opt-in
procedure;
· Your procedures for soliciting consent include reasonable
means to ensure that the person giving consent is the owner
of the e-mail address for which the consent is given;
· You retain evidence of the recipient's consent in
a form that may be promptly produced on request, and you honor
recipient's and Elluscient Technology Solutions' requests
to produce consent evidence within 72 hours of receipt of
the request.
· The body of the e-mail must describe how the e-mail
address was obtained, for example, “You opted in to
receive this e-mail promotion from our Web site or from one
of our partner sites,” and information on how to request
evidence of the consent, for example, “If you would
like to learn more about how we received your e-mail address
please contact us at (email address).
· You have procedures in place that allow a recipient
to easily revoke their consent – such as a link in the
body of the e-mail, or instructions to reply with the word
“Remove” in the subject line. Revocations of consent
are honored within 72 hours, and you notify recipients that
their revocation of their consent will be honored in 72 hours;
· You must have a Privacy Policy posted for each domain
associated with the mailing;
· You have the means to track anonymous complaints;
· You may not obscure the source of your e-mail in
any manner. Your e-mail must include the recipients e-mail
address in the body of the message or in the “TO”
line of the e-mail; and
· You otherwise comply with the CAN SPAM Act and other
applicable law.
These policies apply to messages sent using your Elluscient
Technology Solutions service, or to messages sent from any
network by you or any person on your behalf that directly
or indirectly refer the recipient to a site hosted via your
Elluscient Technology Solutions service. In addition, you
may not use a third party e-mail service that does not practice
similar procedures for all its customers.
Elluscient Technology Solutions may test and otherwise monitor
your compliance with its requirements, including requesting
opt-in information from a random sample of your list at any
time.
Unsolicited E-Mail
You may not send any unsolicited e-mail, either in bulk or
individually, to any person who has indicated that they do
not wish to receive it.
You must comply with the rules of any other network you access
or participate in using your Elluscient Technology Solutions'
services.
Material Protected by Copyright
You may not publish, distribute, or otherwise copy in any
manner any music, software, art, or other work protected by
copyright law unless:
· you have been expressly authorized by the owner
of the copyright for the work to copy the work in that manner;
· You are otherwise permitted by established United
States copyright law to copy the work in that manner.
Elluscient Technology Solutions will terminate the service
of copyright infringers.
Copyright Infringement Notice (Digital Millennium Copyright
Act)
If you believe your copyright is being infringed by a person
using the Elluscient Technology Solutions network, please
send your written notice of copyright infringement to:
Support@elluscient .com
Other
You must have valid and current information on file with
your domain name registrar for any domain hosted on the Elluscient
Technology Solutions network.
Disclaimer
Elluscient Technology Solutions is under no duty, and does
not by this AUP undertake a duty, to monitor or police our
customers' activities and disclaims any responsibility for
any misuse of the Elluscient Technology Solutions network.
Inquiries regarding this policy should be directed to sales@Elluscient
Technology Solutionssolutions.com .
Internet Abuse
You may not engage in illegal, abusive, or irresponsible
behavior, including:
· Unauthorized access to or use of data, systems or
networks, including any attempt to probe, scan or test the
vulnerability of a system or network or to breach security
or authentication measures (including those belonging to Elluscient
Technology Solutions and its customers) without express authorization
of the owner of the system or network;
· monitoring data or traffic on any network or system
without the authorization of the owner of the system or network;
· Interference with service to any user, host or network
including, without limitation, mail bombing, flooding, deliberate
attempts to overload a system and broadcast attacks;
· Use of an Internet account or computer without the
owner's authorization, including, but not limited to Internet
scanning (tricking other people into releasing their passwords),
password robbery, security hole scanning, and port scanning;
· Forging of any TCP-IP packet header or any part
of the header information in an e-mail or a newsgroup posting;
or
· Any conduct that is likely to result in retaliation
against the Elluscient Technology Solutions' network.
· Use of Elluscient Technology Solutions' network
in a way that unreasonably interferes with Elluscient Technology
Solutions' other customers use of the network
Consequences
Failure to abide by this policy will result in immediate
account suspension or termination.
Billing
Policy
Credit Card Payments
Elluscient Technology Solutions accepts payments via Mastercard,
Visa, and Paypal. Payment via credit card indicates an authorization
to charge all future recurring charges and additional fees
with the credit card on file. Credit cards will be charged
on the renewal date for the account depending on the billing
term you choose (1, 3, 6, or 12 months).
Late and Non-Payment Fees
Customers will receive a notice if their credit card is declined
or expired and will have 7 days from the renewal date to rectify
the situation. If payment is not received by that time, the
account will be suspended and customer must pay the full balance
due plus a $25 reactivation fee to reactivate the account.
Refund Policy
We offer a 30 day Money Back Guarantee on all our hosting
plans that we offer. Please call customer service at 860-839-0902.
If an account is cancelled within the first 15 days of service,
the customer may request a refund of the monthly fee (setup
fee is non-refundable). Overages and additional services,
such as use of dedicated IP's, are not covered by the refund
policy. Elluscient Technology Solutions does not allow refunds
outside of the first 30 days of service. Please allow 2 weeks
for refunds to be processed.
Account
Cancellation Policy
Please submit any cancellation via email to
support@elluscient.com, or call on our business phone at 860-839-0902.
Email cancellations must contain the following: First name,
last name, order number, password, email address, along with
the reason for cancellation. This information must be identical
to the information originally submitted on your order. Please
provide contact information so that we may contact you if
we have questions in regards to canceling your order.
Every effort will be made to accommodate the cancellation
of your order. In the event that a cancellation was submitted
(via email or phone).
Support Policies, Procedures
& Guidelines
We ask that all clients observe the following guidelines when
requesting technical support:
In addition to our extensive online documentation, all Elluscient
clients have the option of receiving a free initial 45-minute
telephone walk-through of the H-Sphere system to help you
set it up properly. Beyond that, the preferred method of support
is our support ticketing system. Our expert technicians answer
support tickets 24x7x365 days per year and we strive for a
very fast response time.
All support requests should be submitted first via our support
ticketing system. Use of the ticketing system ensures that
all support requests and questions are answered promptly and
accurately. All requests and replies are archived in your
Support Center for future reference. Please submit a support
ticket and give the support reps an opportunity to respond
before calling for phone support.
All support requests are handled in the order they come in
as ticket numbers. Elluscient's Technology Solutions' Management
reviews all open tickets on a daily basis to make sure all
requests are responded to and resolved in a timely manner.
If you ever need to escalate a support request, please call
and ask to speak to an Account Manager or email support@elluscient.com.
You may call at any time to check on the status of a ticket,
but please have your ticket number ready when you call. If
necessary, you may request to speak to a technician or account
manager if appropriate.
Technical consulting beyond basic H-Sphere and server support
issues is available for $60 per hour.
Thank you for observing the above guidelines. These procedures
are designed to help us ensure support requests are answered
in the most timely and efficient manner and also to guarantee
that no issues fall through the cracks.
Backups/Site
Restoration
Our data back-up system is in place primarily as a disaster
recovery system in case of a hardware failure or some similar
catastrophe. Restoring data that has been deleted by user
error is not part of the hosting service. As a customer, it's
important that you always keep backup copies of your own sites
and we encourage you to make website backups when necessary.
As an added service, we do provide restoration of customer
files when requested. There is a charge of $50 per hour, minimum
one hour.
-The Elluscient Technology
Support Team
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