Repair Turnaround

GreenGeeks will provide its best effort to fully repair your website in a timely manner from the time your payment is received. Payment of any applicable fees may be requested prior to any services being performed, at GreenGeeks’ discretion.

Once repair is confirmed, any applicable fees will be automatically invoiced and charged to your credit card on file.

A prompt repair depends on your active participation and timely replies to any GreenGeeks emails.

GreenGeeks asks that you reply to any of its emails during the repair as promptly as possible. If a reply is required to complete repairs and we do not receive an update within a reasonable time period, GreenGeeks reserves the right to cancel your repair request.

GreenGeeks will be the sole and final arbitrator with regard to response times.

Compatibility

At this time, GreenGeeks’ WordPress Repair Toolkit is only available for WordPress installations hosted on GreenGeeks shared, reseller, and Managed VPS platforms.

The service encompasses the repair of known WordPress functions for a single WordPress website, as well as software updates, including WordPress themes and plugins available from the WordPress.org repository.

Third-party Software

In some cases, closed source or premium licensed software, such as themes and plugins, may be damaged and must be replaced. Under such circumstances, GreenGeeks may, at its sole discretion, remove or deactivate such software, which may need to be reinstalled by a licensee.

You understand and agree that GreenGeeks is not responsible for any issues arising from the removal or deactivation of such software.

No Guarantee

While GreenGeeks will do its best to assist you with website repair, please note that perfect results are never guaranteed. This process varies based on the severity of your issue and other factors.

Customers may need to reach out to a third-party developer when necessary.

Once a website is repaired, it is solely the responsibility of the site owner to maintain the site including any and all site software, components, and credentials. You understand and agree that GreenGeeks is not responsible for any damages or issues that arise from the GreenGeeks WordPress Repair Toolkit.

GreenGeeks requires customers to keep all website software up to date and secure as per our Terms of Service. You understand and agree to maintain all software and password updates to prevent future compromises.

Refunds and Cancellation

All sales for GreenGeeks WordPress Repair Toolkit, if applicable, are final. Once the repair has been started, no refunds are available regardless of completion status or site functionality. Customers are unable to cancel their requests if repair has been started.

GreenGeeks reserves the right to modify these terms at any time. Please check this page to ensure that you are aware of the latest information.

Your use of the GreenGeeks WordPress Repair Toolkit constitutes acceptance of these terms. You agree to be bound by all of GreenGeeks’ terms of service that are applicable to your account.

The post WordPress Repair Toolkit – Terms of Service appeared first on GreenGeeks Support.

Email/Live Chat/Ticket Support is available 24 hours per day year-round.

To submit and review Support Tickets, please sign in to your GreenGeeks Dashboard at: https://my.greengeeks.com.

Support is only available in English; if you are not fluent in English, GreenGeeks recommends using Google Translate. This can greatly help the support staff understand your problem or concern.

Support Coverage

GreenGeeks offers a variety of Managed Hosting products such as Domain Registration, Web Hosting, Reseller Hosting, Virtual Private Servers, SSL Certificates, and more.

To ensure that GreenGeeks delivers support of the highest quality, we ask that you open a new support request for each separate issue.

Attempting to diagnose more than one issue per request often leads to confusion and a poor overall support experience, and opening multiple tickets for a single problem may result in delayed assistance.

Scope of Support

EcoSite and Reseller services are pre-configured at the server level and cannot be adjusted.   GreenGeeks’ optimized configuration ensures all customers have access to the same tools & functionality, providing consistent quality of service.

While we can support the features on our platform, there are instances in which GreenGeeks cannot assist.

GreenGeeks Support includes, but is not limited to:

• Physical hardware management, monitoring, and maintenance.
• Network availability.
• Support for GreenGeeks services (GreenGeeks Account, EcoSite, Reseller, and VPS Hosting Solutions, and more).
• Support for cPanel related features included with the provided cPanel installation (FTP, Email, PHP, MySQL, and more).
• Support for GreenGeeks Premium AlphaSSL and Let’s Encrypt SSL certificates.
• Support for Softaculous usage, installations, and backups.
• Support for DNS records hosted within our network.
• Malware scanning as well as one complimentary malware cleanup (Terms and Conditions apply).
• Transfer and purchase of Domain Names for supported top-level domains (TLDs).
• Ensuring all GreenGeeks servers and services are online, responsive, and functioning without issues.

GreenGeeks can, as a courtesy, attempt best-effort support so long as it does not pertain to the following:

• Website development, debugging website code, decrypting or deciphering data, analyzing SQL queries, or troubleshooting database structures.
• Assistance in third-party website software (CMS, Custom Scripts, Themes, Plugins, Modules, Add-ons, or other components and scripts) relating to errors or script behavior in the realm of Development, Administration, or Advanced debugging beyond ensuring all documented compatibility configuration is implemented as allowed within cPanel.
• Installing third-party software or server components outside a standard cPanel installation on GreenGeeks Shared and Reseller Hosting solutions.  Customers who need custom server-level software packages are encouraged to upgrade to a GreenGeeks Managed  VPS with full root access.
• Migrating website content away from GreenGeeks to other third parties.
• Making changes to another Web Hosting account outside of our network.

As technology evolves, GreenGeeks reserves the right to determine, at its discretion, what falls under the Scope of Support on a case by case basis as necessary.

GreenGeeks will not always be able to resolve site-level issues submitted and may recommend reaching out to a third-party developer as necessary.

Please note that contacting GreenGeeks for Support Assistance provides GreenGeeks with your implied consent for GreenGeeks’ support staff to access your account, review the existing configuration or files, and make changes to your account as part of the process of debugging or resolving the reported problem.

GreenGeeks cannot assist with making changes to accounts or services outside of the GreenGeeks network via 3rd party service providers.

Escalations

If you are unsatisfied with the quality of support provided by GreenGeeks or have a concern regarding your GreenGeeks account in general, you can request escalation to the GreenGeeks management team.

All escalation requests are handled first-come-first-served, with most requests resolved within 24-48 hours.

Note the GreenGeeks management team exclusively communicates using the GreenGeeks Support System and cannot assist in real-time on Live Chat or Telephone.

The post Scope of GreenGeeks Support appeared first on GreenGeeks Support.

Cleanup Turnaround

GreenGeeks will provide its best effort to fully repair your website in a timely manner from the time your payment is received. Payment of any applicable fees may be requested prior to any cleanup services being performed, at GreenGeeks’ discretion.

Once cleanup is confirmed, any applicable fees will be automatically invoiced and charged to your credit card on file.

A prompt cleanup depends on your active participation and timely replies to any GreenGeeks emails.

GreenGeeks asks that you reply to any of its emails during the cleanup as promptly as possible. If a reply is required to complete cleanup and we do not receive an update within a reasonable time period, GreenGeeks reserves the right to cancel your cleanup request.

GreenGeeks will be the sole and final arbitrator with regard to response times.

Compatibility

At this time, GreenGeeks’s cleanup service is only available for WordPress installations hosted on GreenGeeks shared, reseller, and Managed VPS platforms. The service encompasses malware cleanup and software updates for all active WordPress installations, as well as WordPress themes and plugins available from the WordPress.org repository.

Third-party Software

In some cases, closed source or premium licensed software, such as themes and plugins, may be damaged and must be replaced. Under such circumstances, GreenGeeks may, at its sole discretion, remove or deactivate such software, which may need to be reinstalled by a licensee.

You understand and agree that GreenGeeks is not responsible for any issues arising from the removal or deactivation of such software.

Nulled WordPress Themes and Plugins

The use of unlicensed software is a violation of the GreenGeeks Terms of Service. If a website is infected due to the use of unlicensed software (i.e. WP_VCD), GreenGeeks reserves the right to assess an additional cleanup fee on a per-site basis.

Any premium themes and plugins that are unlicensed will be removed during the cleanup process.

Repeat use of unlicensed software on the GreenGeeks network can result in the termination of your GreenGeeks services.

Customer Data and Files

GreenGeeks web servers are specifically intended to support hosted websites and are not designed as an efficient backup or storage solution. Please note that GreenGeeks’s Excessive Resource User Policy and Unlimited Features Policy applies to any and all GreenGeeks cleanups.

GreenGeeeks may at its sole discretion remove any websites that are not in use, including unused WordPress websites and website backup archives. GreenGeeks will attempt to retain this data for up to five (5) days but makes no guarantees of infected data retention.

Customers are strongly encouraged to remove any unused websites or website software prior to cleanup escalation.

No Guarantee

While GreenGeeks will do its best to assist you with cleanup, please note that perfect results are never guaranteed. This process varies based on the level of infection and other factors.

Once a website is repaired, it is solely the responsibility of the site owner to maintain the site including any and all site software, components, and credentials. You understand and agree that GreenGeeks is not responsible for any damages or issues that arise from the GreenGeeks cleanup service.

GreenGeeks requires customers to keep all website software up to date and secure as per our Terms of Service. You understand and agree to maintain all software and password updates to prevent future compromises.

Repeat Compromises

GreenGeeks is not responsible for the re-infection of your website after cleanup. Customers are urged to update all website software and passwords after cleanup has been completed to prevent another re-infection.

If a customer is found to have been compromised after a cleanup, GreenGeeks reserves the right to disable the offending website(s) again until the issue can be permanently resolved.

Refunds and Cancellation

All sales for GreenGeeks cleanup services are final. Once the cleanup has been started, no refunds are available regardless of completion status or site functionality. Customers are unable to cancel their request if cleanup has been started.

Customers are free to use their included cleanup during their first thirty (30) days of service. However, customers that utilize their included cleanup within the first 30 days and then cancel their services will have $25 deducted from any applicable refunds to cover administrative cleanup time.

GreenGeeks reserves the right to modify these terms at any time. Please check this page to ensure that you are aware of the latest information regarding the TOS.

Your use of the GreenGeeks cleanup service constitutes acceptance of these terms. You agree to be bound by all of GreenGeeks’s terms of service that are applicable to your account, including any limitations of liability, indemnification, and other legal stipulations.

The post Malware Cleanup Terms of Service appeared first on GreenGeeks Support.

GreenGeeks abides by all United States laws, so in accordance with the sanctions enforced by the U.S. Department of the Treasury, we are prohibited from doing business with The Balkans, Belarus, Burundi, Central African Republic, Cuba, The Democratic Republic of the Congo, Iran, Iraq, Lebanon, Libya, Nicaragua, North Korea, Somalia, Sudan, Syria, Russia, Venezuela, Yemen, and Zimbabwe.

Unfortunately, if you reside in any of the above-listed countries, you will not be able to sign up for web hosting with GreenGeeks.

For more information on embargo sanctions in place in the U.S. please see the U.S. Department of the Treasury website.

The post What Are U.S. Treasury Embargo Restrictions? appeared first on GreenGeeks Support.

GreenGeeks performs regular disaster recovery backups of our EcoSite & Reseller hosting platform, and GreenGeeks aims to keep approximately 30 sets of recovery backups at all times.

At the server level, GreenGeeks utilizes RAID-10 SSD storage arrays on all servers to prevent data loss due to drive failure, along with regularly running file system checks to ensure the integrity of the file system. 

Note that GreenGeeks does not automatically backup VPS or Dedicated Servers.

Are GreenGeeks Backups Publicly Accessible?

The primary purpose of GreenGeeks backups is to protect against data loss due to hardware or software failure on our end.

GreenGeeks EcoSite Pro, or Premium, customers have direct access to GreenGeeks’ system backups and can restore data on-demand without GreenGeeks’ assistance.   

Other customers are eligible for one free manual restore per month, and additional restores are available for $25 each.

How Do I Request the Restoration of Files?

To request a GreenGeeks backup restore on your hosting service, Open a Support Ticket from GreenGeeks Dashboard.

Please note that before opening a backup restore request, you should locate the full path of the files or folders being restored, along with the approximate date you’d like to restore data from and any MySQL databases.

Should I Rely on the Disaster Recovery Backups for Maintaining Backups of My Website?

No! It is not safe to rely upon GreenGeeks’ backups alone.

While GreenGeeks makes every effort to protect your data, we strongly encourage you to create backups of your website files and MySQL databases, especially before any major software or content updates to the website. 

From our backups, GreenGeeks does not guarantee that our disaster recovery backup system can restore your website to a specific date.

How do I create my own backups?

Hosting accounts smaller than 10GB can generate a complete cPanel account backup using cPanel’s Backup Wizard tool.

At the website level, aside from plugins like Updraft, the Softaculous app installer tool can have the ability to create backups on demand or scheduled.

For more information about creating your backups, refer to the GreenGeeks knowledge base articles under  How Do I Create a Backup of My Website? & How to Backup WordPress Using Softaculous.

Does GreenGeeks allow storage for backups I generate?

No. GreenGeeks automatically removes most backups after 48 hours.

GreenGeeks’ archival policy disallows the storage of user-generated backups of all kinds, including but not limited to WordPress plugin backups, Softaculous backups, and full or partial cPanel account backups, per our Acceptable Use Policy and Terms of Service.

Although GreenGeeks strongly encourages our customers to generate their backups, GreenGeeks does not allow the archival of files on our EcoSite or Reseller network for long-term storage, including backups.    

With this in mind, GreenGeeks suggests downloading generated backups locally, or users can set up a remote backup storage server via FTP or another protocol. 

Full backups generated from within your GreenGeeks cPanel account using the backup wizard, or large Softaculous backups, are automatically purged after 48 hours. 

The post GreenGeeks Backup Policies appeared first on GreenGeeks Support.

]]> https://www.greengeeks.com/support/article/greengeeks-backup-policies/feed/ 0 https://www.greengeeks.com/support/article/account-suspensions-due-to-spamming/ https://www.greengeeks.com/support/article/account-suspensions-due-to-spamming/#respond Tue, 31 Jul 2012 02:25:52 +0000 https://www.greengeeks.com/support/?p=2203 If you have been notified that your account has been suspended due to a spamming complaint, please contact our Support department by opening a ticket in GreenGeeks. In most cases, spam complaints occur when a large list sends out an email, and someone complains to an anti-spam organization that they did...

The post Account Suspensions Due to Spamming appeared first on GreenGeeks Support.

]]> If you have been notified that your account has been suspended due to a spamming complaint, please contact our Support department by opening a ticket in GreenGeeks.

In most cases, spam complaints occur when a large list sends out an email, and someone complains to an anti-spam organization that they did not sign up for that email list. Sometimes a person may have signed up for a newsletter and without their knowledge, their email address was shared with another organization. Other times someone may have signed up for a newsletter and forgotten about signing up and then reported the email sender for spamming.

Most complaints to anti-spam organizations are acted upon, and the sending IP address is blocked, or “blacklisted,” until the domain is suspended or removed from the server. Blacklisting by an anti-spam organization will result in all email sent from that IP address being blocked or bounced from receiving servers who subscribe to that particular anti-spam organization’s blacklist updates.

At GreenGeeks your account uses a shared environment, so anyone sending spam from our servers can trigger a blacklisting, which causes email disruption for everyone using that server, so we set limitations on the number of emails that can be sent per minute. So if someone intends to send out a spam email, their list will be processed slowly which reduces the risk of being blacklisted and allows us to identify spammers and shut down their accounts. Our system administrators also take proactive steps to identify legitimate mailings and allow them to continue sending.

If your web hosting requires the ability to send large numbers of emails, we suggest that you separate your email service from your website hosting. There are many email services that specialize in bulk sending.

If you have any questions about spam or would like an evaluation of whether your newsletter list could be sent from our servers, please contact a member of our Support or Sales Staff by opening a ticket in GreenGeeks.

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