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Statement of Support

STATEMENT OF SUPPORT

1. OVERVIEW
As Newtek adds new features and services for You, and as You add new third-party applications and software, it’s important that we inform You what support services Newtek provides and what it does not. This Statement of Support is not intended as, and does not constitute, a binding agreement by either You or Newtek and is merely intended to specify some of the proposed guidelines of Newtek’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of Newtek without notice to You. Some of the products and services listed below may not be available in all markets.

2. DESCRIPTION OF SUPPORT SERVICES

A. Overall Guidance.

Supported:

  • Purchasing or renewing Newtek products
  • Setting up Newtek products
  • Showing you the steps to use our products
  • Diagnosing connection or access errors
  • Ensuring our systems and architecture are up and running

Not Supported:

  • Configuring and customizing your application settings
  • Troubleshooting network connections
  • Creating websites and content (naming, drafting, building, publishing)
  • Getting people to your website
  • Learning how the Internet works (code, servers, and connections)
  • Training about your computer, mobile device, or tablet

B. Domain Names.

Supported:

  • Registering or renewing domain names
  • Setting up domain names (hosting, and email)
  • Using our Domain Manager
  • Managing domain names
  • Explaining how to update domain name contact information
  • Showing you where to create and edit DNS zone files
  • Modifying zone files to work with Newtek products

Not Supported:

  • Modifying zone files to work with non-Newtek products
  • Configuring advance zone files
  • Troubleshooting third-party DNS zone file records

    C. SSL Certificates.

    Supported:

    • Purchasing or renewing SSL Certificates
    • Explaining SSL certificates features and benefits
    • Installing your Newtek SSL on Newtek shared hosting for primary domains (not including command line or Tomcat SLL installations)
    • Validating your SSL certificate
    • Resending SSL validation emails
    • Resolving common name conflicts
    • Diagnosing SSL web browser errors
    • Explaining how to modify your zone file for secure sites

    Not Supported:

    • Exporting SSL certificates to be used on multiple servers
    • Installing an Newtek SSL certificate on third-party servers1
    • Installing a Newtek SSL Certificate on Newtek shared hosting for add-on domains1
    • Installing third-party SSL certificates
    • Generating a CSR on third-party servers1
    • Generating a CSR on virtual and dedicated servers1
    • Training about HTML, PHP, or JavaScript

    1 There’s an Expert Service for that.

    D. Managed Local Listings.

    Supported:

    • Explaining Managed Local Listings features and benefits
    • Explaining how to set up your Managed Local Listings account
    • Explaining how to use Managed Local Listings
    • Explaining how publishing your business information works
    • Explaining how to add, edit, and delete your business content in the dashboard
    • Explaining how to publish your price lists/menu content on your website
    • Showing you where to find your presence on our partner sites

    Not Supported:

    • Adding, editing, or deleting your content within Managed Local Listings
    • Providing suggestions for or optimizing Managed Local Listings content
    • Helping to expedite any listings
    • Helping to remove any listing from partner sites
    • Helping to with search engine rankings

    E. Microsoft® Office™ 365.

    Supported:

    • Purchasing or renewing Office 365 accounts
    • Explaining Office 365 features and benefits
    • Activating user accounts (mailboxes)
    • Configuring domain name to use Office 365
    • Configuring supported email clients
    • Troubleshooting mail flow
    • Troubleshooting third-party email clients’ email connectivity
    • Installing Office 365 software on supported systems
    • Connecting supported versions of Office to OneDrive for Business
    • Diagnosing system failures, errors, and degradations. Escalating to Microsoft, if required.
    • Helping you with the getting started basics (sending email from OWA, uploading file to OneDrive for Business)
    • Migrating from eligible Smartermail IMAP accounts using the Newtek migration service

    Not Supported:

    • Training you on how to use Office 365 (writing Excel formulas, creating PowerPoint animations, etc.)
    • Migrating to Office 365 using backups (PST export/import) or other third-party services
    • Administering Exchange
    • Administering SharePoint
    • Troubleshooting non-connectivity issues with third-party email clients
    • Troubleshooting network connections
    • Changing email account passwords

    F. Email Marketing.

    Supported:

    • Purchasing or renewing Email Marketing
    • Explaining Email Marketing features and benefits
    • Setting up your Email Marketing account
    • Explaining how to use Email Marketing
    • Understanding Email Marketing statistics
    • Connecting your Email Marketing account to social media
    • Connecting your Email Marketing account to compatible Newtek products
    • Building you a custom banner or theme for free*

    Not Supported:

    • Editing and troubleshooting subscriber list files (CSV files)
    • Cleaning, filtering, or modifying subscriber lists
    • Building email templates on a customer’s behalf
    • Creating email content (copywriting, adding images, etc.)
    • Creating, editing, and troubleshooting custom HTML
    • Publishing signup form code to website
    • Creating custom statistic reports

    G. Website Security.

    Supported:

    • Purchasing or renewing Website Security
    • Explaining Website Security features and benefits
    • Explaining how to navigate the Website Security dashboard
    • Demonstrating set up of Website Security accounts
    • Demonstrating clean up requests