Company Policies and Procedures
Please review this page from time to time as our policies may change without notice. These policies affect all customers unless stated otherwise in a written contract.
Technical Support"Technical Support" should be used when there is a technical issue with your website and/or software provided by DF Webs. Examples are website error messages, rendering problems, etc.
No Customer support can be provided to customers that are in violation of any of the below policies.
Estimated Response Time: 1-3 Business Days
Fees: If your request qualifies for "Technical Support" and not "Customer Support" and your product is warrantied than you will not be charged for service. For products no longer warrantied by DF Webs, standard Customer Support hourly rates apply.
Send Requests To: techsupport@dfwebs.org
Requests sent to any other address may be ignored
Your E-Mail address must be registered with DF Webs to receive support
Customer Support
"Customer Support" should be used when you are unsure how to use a feature with your website, would like training/tutoring, or if you have general questions about your products or services with DF Webs.
No Customer support can be provided to customers that are in violation of any of the below policies.
Estimated Response Time: 1-3 Business Days
Fees: Varies
DF Webs will typically honor up to 2 hours of support per customer per year at no charge. After the 2 hours has been used, the rates below will apply. You will be notified of any charges prior to service.
E-Mail Support: $35/hour
Phone Support: $50/hour
In-Person Support: $50/hour (At DF Webs), $75/hour (Off-site)
Design/Programming: $75/hour
Send Requests To: support@dfwebs.org
Requests sent to any other address may be ignored
Your E-Mail address must be registered with DF Webs to receive support
Payment PoliciesPayment terms are 15 days unless otherwise stated on your invoice.
Recurring services (hosting, maintenance contracts, etc) are billed quarterly
Any past due invoices will incur a $25 or 2% late fee (whichever is greater)/month
E-Mail/SPAM PoliciesIf you subscribe to e-mail services from DF Webs, please review the following policies. DF Webs forbids any "mass mailing" and therefor restricts outgoing messages to 200 per day per email address. Please contact DF Webs for information on Mass Mailing if you want to send a large amount of emails in a short period of time.
Account Suspension policiesVarious circumstances may cause your account to be suspended. If your account is suspended there will be an interruption in web services, dns, e-mail, ftp, and other services.
Possible Reasons for Account Suspension- Non-Payment or Late Payment
- Accounts greater than 30 days past due may be suspended. If an account is suspended for non-payment you will be charged $50 to reinstate your account, plus any applicable late fees.
- Accounts more than 60 days delinquent will be deactivated and removed from our servers. You must contact customer support to reinstate your account. Fees will vary based on account type.
- Violation of Anti-SPAM policies
- Hosting of Virus/Mal-ware
- If a virus/mal-ware is found in your hosting account the infected file will be removed immediately. If the virus/mal-ware has spread to multiple files in your account you account will be disabled until the infected files are removed.
- Excess Bandwidth Usage
Storage Space PoliciesDF Webs restricts both storage space and bandwidth usage on most hosting accounts. Your total used bandwidth and storage space is calculated by adding web, email, database, and ftp usage.
DF Webs allows "overuse" of resources, meaning your account will not be suspended if you exceed your storage or bandwidth quotas. Instead of suspending your account we will notify you of the overuse and your options.
First Occurrence: If the problem is not corrected within 7 days your account will be upgraded to a package that better suits your needs
Additional Occurrences: Your account will be upgraded on the day of the violation.
Password/Sensitive Information Storage PolicyPlease note that DF Webs will not store any sensitive information relating to your account. If you request service from DF Webs requiring use of a username, password, security key, etc. for services not provided by DF Webs, you must provide us with the access information for each request.
Data Backup/Recovery PoliciesDF Webs will maintain backups for most hosting accounts. If DF Webs is at fault for any data loss we will attempt to restore the information at no cost.
If a customer requests data restoration the following policies apply:
Recovery of files dated within the last 7 days (if available)
Fee: $50
Time-frame: 1-3 days
Recovery of files older than 7 days (if available)
Fee: $100
Time-frame: 1-7 days
Partial Recovery (E-Mail only, Web only, etc)
Fee: $75/hour
Domain Cancellation PoliciesIf a customer decides to cancel a domain we will submit a request to our registrar within 3 business days. To offset maintenance costs the domain will be directed to a "parking page" with basic advertisements.
Last Updated - April 9th, 2010Changes Effective Immediately