Web Extras. Customer Service Description. Version 3.0. February 26, 2002

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1 Web Extras Customer Service Description Version 3.0 February 26, 2002 Proprietary: Not for disclosure outside of Interland except under written agreement

2 This document is subject to change without notice. Though every effort was made to ensure the accuracy of this publication, Interland, Inc. cannot ensure the accuracy of material printed after the date of publication. Reproduction of this document by any entity outside of Interland is strictly forbidden. All trademarks and service marks contained in this document are the property of their respective owners. Copyright 2001 by Interland, Inc. All rights reserved.

3 Table of Contents 1.0 Product Summary 1.1 Interland Overview 1.2 Web Extras Overview 1.3 Interland's Technical Support 2.0 Getting Started With Your Service 3.0 Web Extras Product Detail 4.0 What To Expect From Interland 4.1 Interland's Web Extras Expectations and Limitations 4.2 Guidelines for Using Interland's Technical Support 4.3 Billing Information 4.4 Service Guidelines 5.0 Customer Contact Information APPENDIX A: Definition of Terms APPENDIX B: Frequently Asked Questions

4 1.0 Product Summary Back to top 1.1 Interland Overview Interland is committed to simplifying the Web for businesses by providing a broad range of Web-based solutions that can be tailored to fit your specific needs today and in the future. Enabling you to design, host and grow your e-business through a single source eliminates many of the common pitfalls associated with using multiple outside vendors. Our Web hosting services include the computer hardware, software, network technology, and systems management necessary to maintain our customers Web sites. We support the Microsoft 2000 and Red Hat Linux operating systems, providing you with diversity and flexible options. Interland s award-winning customer support resources are available to you 24 hours a day, 365 days a year. 1.2 Web Extras Overview Interland is committed to providing you with all the tools you need to build a successful Web site and keep it running efficiently. In response to customer requests, we have created Web Extras to proactively service your needs. You can now get personal assistance with services like scripting and monthly search engine submission. Interland's Web Extras will help you meet your site's objectives, while saving you time and money in the process. 1.3 Interland's Technical Support Interland s Technical Support representatives are always willing to diagnose issues related to server connectivity, user ID and passwords, but we cannot diagnose or correct issues with unsupported third-party software or scripts. Please refer to Section 4.2 of this document for Interland s support parameters. 2.0 Getting Started With Your Service The first step will be to gather all of the following information, which is necessary to complete the service you have requested: FTP Site Old IP address Old user name Old password New IP address New user name New password

5 CD Burn of Web Site Preferred shipping address (Street address only, no P.O. Boxes) CD Burn of SQL Database SQL IP address SQL user name SQL password Preferred shipping address (Street address only, no P.O. Boxes) Monthly Search Engine Submission Web Site Information: Two Keywords: (Primary Keywords) That describe the subject of the web page. Additional keywords: No more than 100 characters total, including spaces. These words will be inserted in to the <META> tags on your homepage. (Avoid using the same word over and over, ex; art, fine art, fine art prints - words should not be repeated - fine, art, prints.) Page title: Must include your primary keywords. The page title is what should read across the browser's title bar when a user pulls up their homepage (the homepage title is inserted into the <TITLE> tag in the code of the home page.) Page description: No more than 255 characters total, including spaces. The page description is entered in the <META> tags of the home page. Site Title: The site title is the title of the entire site that is submitted to search engines. This can be, and often is, the same as the title of the home page. Descriptive keywords: No more than 255 characters total, including spaces (approx 10 words). These are keywords that are submitted to the different search engines. One sentence description of the site: Should be no more than 70 characters total, including spaces. (You can use phrases in your descriptions, ex; fine art prints.) Short site description: No more than 255 characters total, including spaces. The site description is submitted to search engines and is displayed in the search results. (The page description and the site description can be the same.) ETRN External mail server s IP address Web Extra Scripting Hour Preferred contact name and number Error message and URL of error (if applicable) or Support ticket number #: Web Extra Design/Content Change Preferred contact name and number Preferred address

6 3.0 Web Extras Product Detail The following section lists all the products available with Web Extras and explains how your business will benefit from them: FTP Site Move Ensures your files will be safely and quickly moved from your former host to our secure servers You will not have to spend hours waiting for files to move across a slow connection Interland handles the move, freeing up your Webmaster to focus on your site's content Attention from our technical experts eliminates risk of file destruction during transfer Monthly Search Engine Submission Interland will submit your site to the top search engines monthly so you can focus on your core business Alleviates common problems associated with filling out registration forms on the search engines Saves countless hours of submitting to each search engine separately Provides best opportunity to get site ranked in the top 30 results in major search engines Backup CD of Your Web site A non-erasable CD of your site offers you peace of mind at an affordable price If anything should happen to your site, you'll have a complete backup with all your Web files in one place, so your site can be restored quickly Interland offers CD backups on a monthly basis for up to 24 months Backup CD of Your SQL Database A non-erasable CD of your database offers you peace of mind at an affordable price If anything should happen to your database, you'll have a complete backup with all its entries in one place, so your database can be restored quickly Interland offers SQL CD backups on a monthly basis for up to 24 months

7 ETRN Ensures that your external mail server will be backed up at all times Provides you peace of mind that your mail will be saved in case your mail server goes down or is not functional Web Extra Scripting Hour Receive expert assistance from an Interland Web technician on scripting issues such as html, Real Media, ASP, PERL (such as FormMail.pl), Java Script Validation, Windows Media, SQL, Access & any dynamic web form. Web Extra Design/Content Change Receive expert assistance from an Interland Web technician for minor changes to your Web page: o Insert or change existing graphic or logo o Insert or change a link o Insert or change text or content Back to top

8 4.0 What To Expect From Interland 4.1 Interland's Web Extras Expectations and Limitations In order that you may be better able to plan the implementation of your Web Extra product, listed below are examples of time frames you may expect. Request Type Actual Time Stipulation Limitations FTP Site Move 2-3 business days Does not include configuration, site adjustments, fixes, consultation, and/or design or database work 200 MB limit ($100 per additional 100 MB) Backup CD of Your Web site Backup CD of Your SQL Database Monthly Search Engine Submission 2-3 business days Please allow an additional 2-3 business days for priority shipping 2-3 business days Please allow an additional 2-3 business days for priority shipping 2-3 business days Interland is not responsible for the amount of time it may take for your site to be listed with the search engines Backup of Web IP address only Not a backup of mail or SQL server 200 MB limit ($100 per additional 100 MB) If ordered on a monthly basis, the CD will be sent out the first week of each month Backup of SQL database only, not mail or Web IP address 600 MB limit ($100 per additional CD) If ordered on a monthly basis, the CD will be sent out the first week of each month Does not guarantee that site will be registered with the search engines Does not guarantee that site will be in the top rankings Consult with account manager to find out to which search engines site is submitted ETRN 1-2 business days Interland s mail server will hold mail for up to 30 days Web Extra Design Content / Change 2-3 business days Not for site designs, re-designs or development work Interland may not always be able to remedy the situation Web Extra Scripting Hour 2-3 business days Not for CGI or PERL, PHP, Cold Fusion or Python. Interland may not always be able to remedy the situation

9 Web Extra Hour 2-3 business days Not for site designs, re-designs or development work or scripting such as CGI or PERL, PHP, Cold Fusion or Python. Interland may not always be able to remedy the situation Account cancellations Must be done before work has begun If the job has already been completed, customer cannot cancel order 4.2 Guidelines for Using Interland's Technical Support Interland unleashes the power of the Internet to businesses around the world by providing superior customer support, leading-edge technologies and value-added tools and services needed to create, host and support high-quality Web sites. Interland supports a large variety of Internet tools and technology, some of which can be quite complex. A number of features are designed for advanced users and require a fair amount of technical knowledge. Excellent Web sites can be built using simpler tools that Interland provides and we encourage users to choose tools and methods that match their skill levels. Interland is primarily an Internet hosting company, dedicated to providing excellent value to our customers. Therefore, we are not able to provide application support nor can we help users with techniques that may be beyond their skill levels. Through the Web Extras program, Interland offers scripting and design service for those customers who may need expert assistance. To find out more about these services, please call our Sales department at For a detailed description of our Standard Support Procedures and Parameters, please see Click on the Policies and Procedures section and look under Shared Hosting Support Parameters. To assist our customers with their technical needs, Interland offers all hosting customers an extensive online support system complete with online tutorials, knowledge base articles and frequently asked questions (FAQs). Interland also has an online support ticket system as well as customer service and technical phone support 24 hours a day, 7 days a week. Interland Standard Support Procedures For quick and efficient resolution to your issue, follow these steps: Refer to Interland Online Support at The FAQs, tutorials and knowledge base will provide fast, effective answers to most of your questions. You may also log on to the Customer Resource Center (using your domain name and secret word) to open a support ticket from this site if you can t find the solution to your inquiry. You should expect to receive a response to your inquiry within 24 hours. Although we recommend use of the online support ticket system for most inquiries, Interland offers hosting customers technical phone support 24 hours a day, 7 days a week. Please contact our customer support specialists at for assistance. 4.3 Billing Information

10 If you have any billing concerns or issues, the most efficient and effective way to resolve them is to visit our Billing Center, which you can find in the Customer Resource Center at If you submit an online billing ticket, a member of our Billing Department will respond to your inquiry within 48 hours. If you prefer to speak with a billing specialist, please call us at , option 3, between 9 a.m. and 6 p.m. EST, Monday through Friday. After-hours or weekend requests will be logged and handled the next business day. 4.4 Service Guidelines Your use of the Services ordered signifies your acceptance of Interland's Terms of Service, available at Back to top 5.0 Customer Contact Information It is the responsibility of the customer to ensure that the contact information supplied to Interland for all customers system administrators is correct, accurate, and kept up-to-date at all times. Contact information includes name, phone number, address and mailing address. This information will be used to notify the customer of any service-related issue. Inaccurate contact information may result in delay or failure of notification. Any issues arising from such delay or failure of notification will be the responsibility of the customer. Changes to the customer s contact and system administration information should be made through Back to top

11 Appendix A: Definition of Terms ASP Active Server Pages (ASP) allows developers to deliver dynamic content that is viewable in virtually any browser. Developers can use the scripting language of their choice to give their Web site ability to create pages on the fly, access databases, send and much more. An ASP may contain a mix of HTML and ASP script. When an ASP page is requested, the server processes all of the ASP script and delivers a page in plain HTML to the end-user. An ASP tutorial and recommended links can be found at =34 Auto-responder CGI Service Hostname An auto-responder sends a reply to incoming automatically. You can use this feature to reply with a standardized message, for example, when someone sends an e- mail to You can also create an automated "extended absence" reply to be sent in response to messages. Each hosting customer at Interland has the ability to configure vacation messages at their Web-based control panel. This feature can be useful for business functions such as replying to user information requests and can be used to let people know if you are out of town. CGI (Common Gateway Interface) scripts are programs used by the browser to run interactive site features; they are stored in a separate directory on a Web server. CGI scripts run behind a wide variety of common Web procedures, from simple forms to complex shopping cart programs. When you set up your site on the Interland servers, you'll have access to a personal cgi-bin directory where you can store scripts that you've written or copied from the Web. This refers to a domain name or sub domain name, also known as a second- or thirdlevel domain name. (Example: interland.com, support.interland.com, test.interland.com.) HTML FrontPage HTML (HyperText Markup Language) allows you to create content on the Internet. The content can be in the form of text, pictures or audio clips, which together will create a Web page. In order to distribute your content on the Internet, you must upload (or place) files to your account using FTP or an editor. FrontPage is a graphical HTML editor that allows a beginning Web designer to create impressive Web pages in minutes, without any knowledge of HTML. For your convenience, we have provided several walk-throughs for some of the more common functions in FrontPage. Many of the features of FrontPage are covered in detail in the FrontPage help file.

12 =51 Aliases and Forwarding Aliases are alternative addresses that other people may use to send messages to a particular mailbox. forwarding allows you to have custom addresses forward mail to already existing accounts. POP3 mailbox capability FTP Service SQL Server As an alternative to forwarding, which directs mail from an alias to an address, you can retrieve directly from POP (Post Office Protocol) mailboxes on a mail server using any standard client. Interland offers POP accounts as a standard feature on all of our hosting packages. All plans include a master POP account that can receive all and control optional POP account settings. In addition, each plan includes a specified number of configurable POP accounts that can be assigned unique IDs and passwords for privacy. FTP (File Transfer Protocol) is what allows you to transfer files from your system (client) to your Web site at Interland (server) without using an integrated HTML editor such as FrontPage. By setting "public" read and write permissions, you can restrict visitors' access to specific files and directories. This is an effective way to distribute your products or your favorite programs online. For your convenience, we have provided several basic walk-throughs for some of the more common FTP programs. =41 Some of these programs are available on our software download page. An SQL Server is a high-performance database server (available to customers on the TrueAdvanced plan or greater) that is designed for high traffic and large databases. You can access and set up your SQL database at =5 Back to top

13 Appendix B: Frequently Asked Questions What is the difference between MarketBooster and the search engine submission component of Web Extras? Why is the search engine submission more expensive? MarketBooster is a comprehensive set of Internet marketing tools to help you drive traffic to your Web site. Included with MarketBooster is an easy-to-use interface that you use to submit your site to search engines as often as you like, and the interface will help you to optimize your site for top rankings. The product offered as a Web Extra will actually perform the submission process for you on a monthly basis. By consistently completing this task for you, you will have more time to focus on your core business, and your site is guaranteed successful submission to at least 100 engines. Tech support used to always help me with scripting issues. Why do I now have to pay for that same service? Scripting is actually a service outside of our standard support boundaries and is not handled by Technical Support. Technical Support needs to be available at all times to help customers with Interland s products and services, since that is their area of expertise. We apologize if you were given the impression that scripting help was available to you at no charge. Because we have received many customer requests for scripting assistance, we now have the resources to accommodate your needs. Our Web Extras group is the expert on issues like scripting and is best able to resolve your concerns and questions on this subject. Interland will be happy to have one of our skilled technicians assist you with your scripting needs. I thought Interland moved my site from my old hosting provider as part of my Interland hosting plan. Interland is committed to making the transition of your site as seamless as possible. Instructions to FTP your files to Interland are included in your account setup information and can be found on Interland s online support site. However, if you do not feel comfortable with performing the move on your own, our Web Extras team can take care of that for you for a small fee. We are here to help you and hope that providing you with flexible options will enable you to successfully transfer your site to Interland. What if you can t fix my problem, and I have already paid you to do so? Of course we always do our absolute best to complete or resolve your issue, but if for some reason we are unable to do so, you will receive a full refund.

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