DrakNet is primarily a self service provider and we have a vast amount of self service resources to assist you in utilizing your hosting, however, we realize there will be times when you need support. DrakNet provides free support directly related to our hosting servers and the server software we use to the primary account holder only. The primary account holder is required to email our help desk from their secure email account, login to their billing area and submit a ticket, or connect the a tech chat module to receive technical support. Our free support does not cover issues with web site design, debugging scripts or web site issues or anything not directly related to your hosting account.

Our support team is always pleased to assist with support that is not directly related to the hosting server(s) and/or software, however we may charge a fee for items that are classified as ‘Extended support’ and are not part of our standard support.

Free Support Services are defined by:

• Assistance with basic operation of your hosting control panel. We have tutorial movies available which demonstrate how to use your control panel. The control panel manuals are also provided on these pages.
• Information regarding the required paths or availability of services to run applications or scripting you wish to install.
• Server based problems or errors with server services: FTP, Telnet, HTTP, SMTP, POP, MySQL, MS SQL, etc.
• Modification of your domain name DNS (name server) settings.
• Installation assistance with included Fantastico and Application vault applications. This does not include setting up, configuration, customization and ongoing use of the application. Please see the software creator’s web site for support resources.
• Retrieval/restoration of a backup from our weekly archives.

Extended Support Services are defined by:

• Third party applications or scripting not provided as a part of your hosting services (i.e. installed by you or your representative or included third party application with your hosting that has not been designed by DrakNet).
• Setup or configuration of services not provided as a part of your web hosting.
• Setup or configuration of modules/components not currently operational or modification of existing modules/components on DrakNet servers.
• Training in use of your hosting control panel, MySQL, phpMyAdmin, Dreamweaver, FTP program, Email program, Fantastico installed applications, Soholaunch, Shopping Carts, Web Site Builder or other applications.
• Setup and configuration of mailing lists and auto responders for your use.
• Transfer of your web site files, databases, etc from other servers to ours, or from our server to another server.
• cPanel site to site transfers. If your current site is hosted on a cPanel server, we can transfer all files including databases, settings, webmail, etc. It will be an exact copy.
• Uploading your web site. Modification to your existing web site, scripts, forms, applications, etc.
• Installation, maintenance, editing, resolving issues and upgrades of your installed scripts (including Fantastico Scripts), web site, applications, etc.
• Software or hardware issues on your computer.
• Retrieval/restoration of a backup from our archives.
• Trouble shooting problems or conflicts with your ISP (connection) services and setup.
• Trouble shooting problems or errors with your web site not related to server performance.
• Repeated assistance in setup of your email application.
• Repeated assistance with the same issue once initially resolved or task completed.
• Trouble shooting problems not directly related to your current products/services with DrakNet.
• Installation of an SSL certificate not purchased through DrakNet.

Support Tickets

Support Tickets are the official method of communication with DrakNet. A support ticket is similar to email communication, except it is tracked and can be accessed by multiple staff members. We require that submit a support ticket if you require assistance from DrakNet for technical support and/or account related queries, as this allows your query to be tracked, documented (which is also required before we make account modifications) and will allow multiple staff members, from different shifts to resolve your issue(s). Initial technical support responses are guaranteed within 3 hours.

Support tickets that require server modifications, extensive work to be performed, further testing / research to be performed will be scheduled for resolution at off-peak times, usually on the weekend, depending on our support team’s workload and the type of work required.

Accounts queries/requests will be answered 24 Hours 7 Days a Week and must be submitted in writing by a support ticket, as we require a written record.

You are required to email our help desk from your secure email account, or login to you billing area/cpanel area and submit a ticket to receive technical support before we engage your account, to comply with our requirements for security, as well as client privacy.

Live chat allows you to communicate in real time with our support team via your web browser. Live chat is ideal for answering your questions or resolving basic technical issues. For complex issues or issues that can not be resolved within 15 minutes via live chat, you will be required to submit a support ticket to resolve your issue.

We may perform more extensive chats if those chats are connected to from within your cPanel so that you are pre-authenticated.

Live chat is provided as a service as a courtesy to our users and the software and service is not error free. If you experience any connection issues, or drop outs, or someone is not available, please submit your query as a support ticket. Telephone

DrakNet provides a phone number to contact us in the case of an emergency or billing issue, however, please be aware that DrakNet strongly prefers the ticket and chat system to telephone technical support, and any issues that last longer than 15 minutes on the telephone may be directed for ticket submission if that has not been initially done. Tickets and Chat should always be used to contact DrakNet initially regarding technical support issues. The technical support department is staffed 24 hours a day, 7 days a week, however, the Billing/Sales Department is staffed during Business Hours on weekdays only.

Emergency Support

Our servers are constantly monitored to ensure that they are running within normally and their connection to the internet is being maintained. If a server or services become unavailable or lose connectivity to the internet, we are immediately paged and we are usually working on a solution before users are even aware of a problem. Please see our server status page for any current/previous known issues with our servers. You are always welcome to call the tech support line if you observe a serious problem to ensure we are aware of the issue.

We may update this support policy from time to time without notice to you. Please check our web site for the most current version of the support policy. The newest version of the support policy takes effect immediately.

This support policy does not apply to dedicated servers, please see your dedicated server contract for your specific support policy.
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support@drak.net is the address for first tier technical support.
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billing@drak.net is the email address you should mail for any billing issues related to your account.
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Yes, our policy (like everyone else's) is guided by United States Federal Law. You can find our DMCA notice with directions on how to file one located at http://www.drak.net/dmca.html.
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Please note that we do employ heavy spam filtering on the support helpdesk email due to spammers and that email address being live for years and years. If you email a support ticket, you do take a chance that your email may be filtered by the spam filter.

To bypass filtering, the best way to submit a ticket is to log into your billing area and submit the ticket from there, which ensures that you submit it to the correct department, and that you submit it from the correct email. You will also be able to log in to your billing area and see all work, notes, assignments, and responses to the ticket.
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The DrakNet Help Desk, Chat, and Telephone Tech Support line are all staffed 24 hours a day, 7 days a week, and our goal is for all ticket response to have an initial response within one hour of submission.
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All of our staff, whether in house or contracted, are "English as a first language" speakers from either the U.S., Canada, or the U.K. with extensive backgrounds in the hosting industry to provide the highest quality of service to our primarily English speaking clients from those same countries.

In addition, due to privacy concerns, DrakNet is committed to only contracting with people and companies from countries with similar privacy laws.
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