SUPPORT

All requests for support should be submitted by email.

BEFORE YOU CONTACT US FOR HOSTING/EMAIL SUPPORT:  Inside your website's control panel, at the bottom under "documentation" is a complete user manual that will allow you answer ALMOST ANY question about how to use your account.  From setting up email in your hosting plan to creating it in your email package.  This is FREE for your use - so it is available to you before you request premium support from Roc Media.
TYPE OF SUPPORT HOURS COST
Email/Internet/Remote Access Support & Consulting If we are here, we will respond! $1.50 a minute
w/$10 per incident minimum
Telephone Support & Consulting As we are available, for fastest service, please email us. $2.00 a minute
w/$20 per incident minimum
(after hours & emergencies rate:  $4.00 a minute with a $50 minimum and is provided solely at our discretion - there is no promise of after hours support.)
ALL BILLING & SUPPORT IS BY EMAIL

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What we do and how we charge for support:

Roc Media, Inc. is a service business we provide support for a fee. 

 

So you can be prepared for service & support billings from us, here is a list of some of the kinds of support that we provide as chargeable services (your hosting account with Roc Media does not come with free support):  We do not provide any on-site service or workbench services.

1.    All email or telephone calls for support may be billable services

2.    Maintenance or troubleshooting of overfull email boxes or boxes with viruses

3.    Maintenance or troubleshooting of overfull hosting accounts

4.    Resetting of passwords or recovery of lost passwords for hosting or email accounts

5.    Recreating/resending your “welcome letter”

6.    Adding, removing or managing email accounts, boxes, FTP sites or web sites

7.    Setting up or managing SPAM filtering

8.    Helping troubleshoot email PROGRAM issues, setup or other problems with email programs

9.    Instruction, teaching or troubleshooting of webmail issues (unless caused by our host servers)

10.  Instruction in use or setup of any programs

11.  Email attachment issues (opening, saving, forwarding, etc.)

12.  Help with questions about the operation of your computer or programs

13.  Help with questions about printers, fax machines, cameras, modems or any other peripherals

14.  Help with backups, viruses, installation of software, software or hardware recommendations or implementation of software or hardware

We SO appreciate your business, as you know, but we must charge for our services to remain in business to serve you.  We cannot provide free support.