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 Getting Help: Understanding Our Support Coverage

Getting Help: Understanding Our Support Coverage

Managing your online account sometimes feels like an uphill battle, especially when technical difficulties or uncertainties arise. Knowing where to turn when issues or concerns with your Network Solutions account emerge is crucial for swift resolution and peace of mind. You can refer to our help articles for more information and instructions on accessing, managing, and troubleshooting your concerns or reach out to our trained professionals. However, there are things our support team cannot address for security and privacy reasons and to avoid violating our company policies.

In this article, we will discuss our customer service coverage and limitations for the following:

Account Access

Support Coverage:

  • Assist with Auto-Renewal Settings
  • Send a Password Reset Link to Access the Account
  • Assist with Navigating Account Manager
  • Assist with Updating Billing Information

Support Limitations:

  • Change Account Password - While we can send you a password reset link, we cannot change your password. Only you should know your password to ensure the safety of your personal information and accounts. If you can log in to your Account Manager, you can change your password by following the steps in the How Do I Change My Account Manager Password? article.
  • Update Account Information - Only the Primary Contact can update the Account Holder's information. To update the Account Holder information, please see the How to Edit the Account Holder Information section in the How Do I Add or Edit Account Contacts? article.
  • Update User Information - Any updates concerning your account will require your password to confirm your identity. To update your contact information, please refer to Updating My Contact Information in My Account Manager.
  • Add Contacts to the Account - For the security of your account, only the Primary and Admin Users can add, edit, and delete contacts in the account. Please see How Do I Add or Edit Account Contacts? for more information.

 

Domain

Support Coverage:

  • Register and renew domains
  • Basic DNS Troubleshooting
  • Assist with DNS pointing to our products and services
  • Manage privacy settings
  • Assist with auto-renewal settings
  • Assist with domain transfers
  • Set up web forwarding
  • Basic DNS updates on your behalf

Support Limitations:

  • Bulk updates to Domain names - If you own more than 1 domain name, you can make bulk updates to them by going to the Domains section of your account manager, selecting the domains you want to update, and clicking on the ACTIONS button at the top of the domain list.

 

Email

Support Coverage:

  • Confirm correct DNS settings
  • Provide correct POP/IMAP server settings
  • Assist with basic troubleshooting of Sending/Receiving issues
  • Provide general guidance in navigating our webmail email
  • Assist with Email restores when available
  • Assist with AUP suspensions
  • Basic troubleshooting of Bounceback messages

Support Limitations:

  • Set up an email client – Setting up your email in an email client requires you to input your password. Please see the Select Your Email App/Software section of the How to Set Up Your Email with POP3 & IMAP - Quick Guide for instructions.
  • Create 20 or more mailboxes - You will need to set up the mailboxes on your own or purchase MyTime Support to have our technicians help you create your mailboxes.
  • Reset mailbox passwords – Only you should know your password to secure your email. You can reset your email password in your Account Manager or on the webmail login page.
  • Alter the email forwarding rules – We can only show you where to set up and edit the email forwarding rules, but we cannot make changes to them. However, you can purchase MyTime Support and have one of our technicians do it for you.
  • Set up custom email filters – You can make use of email filters to manage incoming emails more efficiently. We can only show you where to set up email filters in webmail, but we cannot do it for you.
  • Set up email aliases – You can use as many aliases as possible and still receive emails in one mailbox. You can set up email aliases in your Account Manager or purchase MyTime Support and have our technicians do it for you.

 

Hosting

Support Coverage:

  • Help you access your Control Panel
  • Advise where to access WordPress
  • Determine whether functions of our Hosting are working as they should
  • Assist with domain assignment
  • Help you access your databases
  • Reset file permissions
  • Troubleshoot FTP Accounts
  • Assist with any Billing related questions
  • Purchase and Renewing Hosting

Support Limitations:

  • Create a website for you – Creating a web presence requires the right tools and an expert team behind you. Let our team of experts build the website for you with our custom website design services.
  • Reset any password on your account – To ensure your account's privacy and security, our Customer Service cannot reset any passwords for you. However, you can log in to your Account Manager and access the Hosting Control Panel to make changes.
  • Troubleshoot any custom coding on your website – You can purchase MyTime Support and have our experts troubleshoot the issue.
  • Configure your FTP Client – You will need to download an FTP client and set up an FTP account in the FTP Account Manager.
  • Troubleshoot any third-party service on your website or hosting – Our Customer Service cannot troubleshoot any third-party service on your website, but you can purchase MyTime Support and have our experts work with you.
  • Assist in removing malware – You can purchase SiteLock and set it up. If malware is detected, SiteLock will automatically remove it. Please refer to the What Happens if My SiteLock Scan Finds Something? article to know what to do to keep your website safe from attacks.

 

Website Builders

Support Coverage:

  • Assist with navigation of the builder and utilizing design and layouts
  • Explain how to edit headers, footers, and background features
  • Explain how to add/delete new pages and tabs
  • Explain the basic function of SEO tools
  • Advise how to insert HTML, widgets, forms, images, etc.
  • Advise how to publish the website
  • Assist with restoring previous versions where applicable
  • Help enable the SSL redirect where applicable

Support Limitations:

  • Make design changes to your site – You can purchase Pro Support Subscription via Quickstart Website and work with our team of experts when you want to make changes to your website.
  • Edit content on your site – You can purchase Pro Support Subscription via Quickstart Website and work with our team of experts when you want to make changes to your website.
  • Publish the site on your behalf – You can purchase Pro Website and have our team of experts build and publish your website.
  • Upload or edit images – You can start uploading and editing images you want to use on your website or choose one of our available stock images in our library. However, you can also purchase Pro Support Subscription via Quickstart Website and have our experts upload and edit images for you.

 

SSL

Support Coverage:

  • Basic assistance with configuring your SSL
  • Direct where to download the certificate
  • Assist with revoking and reissuing certificates
  • Assist with alternate options for validation
  • Validation assistance

Support Limitations:

  • Install SSL on third-party servers – Customer Service cannot install SSL on third-party servers. For instructions on how to install SSL on third-party servers, please refer to How to Install SSL on 3rd Party Servers.
  • Edit website code to enable SSL – You can purchase MyTime Support and have our experts work with you.

 

SiteLock

Support Coverage:

  • Assist with accessing SiteLock services
  • Assist with SMART Settings

Support Limitations:

  • Edit website code for any security issues found by SiteLock – Customer Service cannot edit any codes on your website. However, you can purchase MyTime Support and work with our experts in addressing those issues.

 

eCommerce

Support Coverage:

  • Explain how to access your eCommerce control panel
  • Basic guidance on setting up a product
  • Basic guidance on setting up shipping and taxes
  • Assist with picking a template
  • Assistance with publishing
  • Basic How-Tos on design/editing/uploading

Support Limitations:

  • Set up Products/Shipping/Taxes – You can set up your products, shipping settings, and taxes in your eCommerce dashboard. Alternatively, you can purchase Pro Online Store and work with our team of experts to build your online store.
  • Custom Design/CSS work – If you have Pro Online Store, you will have access to a team of professionals who are available when you need them.
  • Custom Code Troubleshooting – You can purchase MyTime Support and work with our experts to troubleshoot the issue.
  • Inventory Management – You can update the products in your eCommerce inventory at any time, including the quantity, supplier, and other options listed on your Product Details page.

 

MyTime Support

Support Coverage:

  • Web forwarding configuration
  • Update DNS
  • Set up email clients
  • Mailbox creation
  • Intro to WordPress Consult
  • Database import
  • FTP Consultations
  • Custom Code Troubleshooting
  • Website Builder Consultations
  • Website Updates
  • 301 redirects

Support Limitations:

  • Any items specifically not mentioned in the Support Coverage.

 

Hosted Exchange

Support Coverage:

  • Assist with downloading Outlook
  • Assign and edit domains
  • Access control panel
  • Create a mailbox
  • Set up storage allocation
  • Access the End User Control Panel
  • Explain where to set password expiration
  • Explain where to view login history
  • Explain where to configure forwarding
  • Set up aliases
  • Explain where to give other users access/permissions to the mailbox
  • Explain how to change the mailbox password
  • Explain how to add users to authorized domain senders/recipients
  • Explain where to access Boundary Defense
  • Explain where to adjust how spam messages are treated
  • Identify and lift suspensions
  • Unconfigure/delete mailboxes
  • Fix .deleted mailboxes
  • Explain where to delete mobile phone connections when too many ActiveSync connections are enabled (max 10).
  • Assist in accessing webmail (email.hostaccount.com/owa)
  • Explain where to manage white/blacklist

Support Limitations:

  • Advanced troubleshooting of Hosted Exchange – You can purchase MyTime Support and have our experts troubleshoot your mailbox.
  • Configure mailboxes – You can purchase MyTime Support and have our experts configure your mailbox in the HEX mail system.
  • Set up Outlook and other mail client connections – You can purchase MyTime Support and have our experts configure your mailbox in Outlook for PCs and third-party email clients.

 

Google Workspace

Support Coverage:

  • Assign and edit domains
  • Explain how to access the account manager
  • Explain how to create a mailbox
  • Unconfigure/delete mailboxes
  • Explain where to configure forwarding
  • Set up aliases

Support Limitations:

 

Microsoft 365

Support Coverage:

  • Assign a domain name
  • Create a user
  • Provide DNS settings

Support Limitations:

  • Advanced technical support outside of DNS settings

 

Review

Our Customer Service team is dedicated to providing assistance based on their support coverage level. If you're looking for an elevated level of support, we offer premium support solutions and professional products that provide access to our team of experts. This article aims to clearly define the scope of our customer service support and its limitations.

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