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Support
What is supported?

What is "Supported?"

This can be hard to understand. Things on the Internet are related... but supported by different providers.

Every Gryphyn Media account includes Hosting Support. That means that if something concerning the hosting isn't working, we fix it, FREE.

If the server should god-forbid-go-down, if the email stops, if the site disappears ... believe me, we are right on it. We will also provide lots of free tools, an online FAQ, an online HelpDesk, and as much instruction as you need for getting your hosting account up and running. We also regularly send out articles and tutorials in the newsletter.

We service what we sell... space on the web, email service, a control panel to run it all.

But we are not a source of free help with things we didn't sell you. If you don't know how to build a website ... if you don't know how to configure Outlook... if you found a program or a template and you don't know how to customize it.... frankly, these are all *your* problems, not ours. We will provide some support for those things, especially if you are just getting set up with us. But if you need recurring help and cannot understand the FAQ and other online instructions, you will have to pay extra for the extra help.

Metaphorical example: You rent a house. There is a kitchen. You don't know how to cook. Do you call the landlord for recipes and cooking lessons?

"But my script won't work."

You must get support from the developer, or some other knowledgeable soul, or search the web for help. The most common problems are permissions issues, incorrectly-called paths, and admin password confusion. Unfortunately, none of those are hosting issues.

"I installed something using your Fantastico auto-installer, but I don't know how to use it."

We didn't write the open source scripts that can be auto-installed through Fantastico and the control panel. We are providing the convenience of automatic installation and configuration. You have to go to the developer's website to see what kind of support you can find. We DO regularly write articles and tutorials about common questions. And you can purchase custom help from us for many things.

"I need MORE help... what if I pay?"

You can buy our Warm & Loving Support. We will help you solve problems or tell you where to get them solved. We can talk you through setting up your email, uploading your files, figuring out why all your images are broken, recommend tools, install scripts, etc. You can have us move your website from its old home to your new hosting with us. We can help you add a shopping cart, design a client inquiry form, customize a purchased template, and more!

The hourly rate is $50, and we sell packages (currently $200 for a 5 hour block of time) that allow you to email us with questions concerning your website or email. We will "ding" your account in 10 minute increments. So your $200 could answer as many as 30 little burning questions.

We will also arrange Big Time Support. Want us to move your 300 client sites? Want us to act as your helpdesk for your clients? Want us to act as your webmaster or content manager? Want us to consult with your designer about back-end issues? Manage your dedicated server? We can give you a monthly contract rate or a per-project rate.

Ask about support packages

It's an Emergency!

Use the helpdesk.

No matter how good your network, things happen. Construction workers cut fiber optic lines. Fires burn down buildings. Hackers and viruses attack.

Communication.
We collect an email address from you that is NOT on our servers... so we can quickly tell you what is going on, even if your site email is down.. The only thing worse than having your sites disappear is not knowing why, or when they might come back up.

Battlestations!
We have professional hardware and software consultants on tap.

An ounce of prevention.
We send out a newsletter to let you know what you can do to help protect yourself from hackers, spammers, and other unsavory experiences. And we tell you what we are doing to make us all safer from things that go bump in the night.