MassiveGRID’s technical support team shall provide support for only well-documented & popular software, which has been installed as per the standard vendor documentation and has vendor-documented features, configurations, and commonly used, documented, third-party modules and plugins. MassiveGRID shall ensure that the supported software (web server, FTP server, mail server, DB server, Domain Name Server, etc) is installed properly, running, and accepting connections as per the standard vendor documentation at the time of service provisioning. Poorly or undocumented software, features, and/or third-party modules shall not be supported. For anything not according to the specifications described above, please see Development Services, which is offered as a different service. This support is offered to all paid support packages. A monthly Fair-Use Policy applies to all these packages, except for Business-Critical Instant, and will be applied, in case of abuse. (for SysAdmin Basic, SysAdmin Pro, SysAdmin Premium, Business Critical & Business Critical Pro, 2, 6, 20, 60 & 200 hours of SysAdmin support respectively). This monthly engagement time allowance cannot be transferred to the following month, in case it is not used each month.
