Support policy

1. Customers are the first line of support for their end users. The Studio 32 support staff is always available to our Customers, but the Studio 32 support staff cannot work directly with the end users of our Customers.

2. The Studio 32 support staff is largely responsible for supporting the Customers (and, indirectly, their end users) by isolating specific problems that may be encountered while using our Servers. However, the Studio 32 support staff cannot and will not focus large amounts of time fulfilling programming-specific requests (this includes, but is not limited to CGI script, debugging, SQL, PL/SQL, Java, DLLs) or customizing the Server or any related programs in any way for Customer or his or her end users. Our support staff will only troubleshoot specific programming problems which may be encountered insofar as they are related to installation and configuration in the Server environment.

3. The Studio 32 support staff will troubleshoot specific programming problems that may be encountered insofar as they are related to installation and configuration in the Server or database environment. However, the Studio 32 support staff will not offer technical support for third-party vendor products that are not documented on Studio 32's Web site. If Customer or its end users have a problem related to such third-party applications which is not specific to installing or running the program on one of Studio 32's Servers, Customer must refer its questions to the vendor of the affected program.

4. The Studio 32 support staff may be able to offer recommendations and direct the Customer to the necessary resources that will allow them to create what is necessary for their express purposes. However, please keep in mind that we offer technological expertise with our Servers and not web development.

5. Studio 32 Acceptable Use Policy

   All Customers and their respective end users must comply with Studio 32's Acceptable Use Policy ("AUP"), which is incorporated by reference in this Support Policy. Studio 32 may at it full discretion terminate any accounts which fail to comply with the published Studio 32 AUP. The AUP use policy may be amended from time to time by Studio 32 and is effective upon posting of the revised policy on the Studio 32 site. You may wish to review the AUP at this time.

   The Studio 32 Acceptable Use Policy covers numerous topics including but not limited to:

   • Spamming -- Sending unsolicited bulk and/or commercial messages over the Internet (known as "spamming"). It is not only harmful because of its negative impact on consumer attitudes toward Studio 32, but also because it can overload Studio 32's network and disrupt service to Studio 32 subscribers. Also, maintaining an open SMTP relay is prohibited. When a complaint is received, Studio 32 has the discretion to determine from all of the evidence whether the email recipients were from an "opt-in" email list.

   • Intellectual Property Violations -- Engaging in any activity that infringes or misappropriates the intellectual property rights of others, including copyrights, trademarks, service marks, trade secrets, software piracy, and patents held by individuals, corporations, or other entities. Also, engaging in activity that violates privacy, publicity, or other personal rights of others. Studio 32 is required by law to remove or block access to end user content upon receipt of a proper notice of copyright infringement. It is also Studio 32's policy to terminate the privileges of end users who commit repeat violations of copyright laws.

   • Obscene Speech or Materials -- Using Studio 32's network to advertise, transmit, store, post, display, or otherwise make available child pornography or obscene speech or material. Studio 32 is required by law to notify law enforcement agencies when it becomes aware of the presence of child pornography on or being transmitted through Studio 32's network.

   • Defamatory or Abusive Language -- Using Studio 32's network as a means to transmit or post defamatory, harassing, abusive, or threatening language.

   • Forging of Headers -- Forging or misrepresenting message headers, whether in whole or in part, to mask the originator of the message.

   • Illegal or Unauthorized Access to Other Computers or Networks --Accessing illegally or without authorization computers, accounts, or networks belonging to another party, or attempting to penetrate security measures of another individual's system (often known as "hacking"). Also, any activity that might be used as a precursor to an attempted system penetration (i.e. port scan, stealth scan, or other information gathering activity).

   • Distribution of Internet Viruses, Worms, Trojan Horses, or Other Destructive Activities -- Distributing information regarding the creation of and sending Internet viruses, worms, Trojan horses, pinging, flooding, mailbombing, or denial of service attacks. Also, activities that disrupt the use of or interfere with the ability of others to effectively use the network or any connected network, system, service, or equipment.

   • Facilitating a Violation of the AUP -- Advertising, transmitting, or otherwise making available any software, program, product, or service that is designed to violate this AUP, which includes the facilitation of the means to spam, initiation of pinging, flooding, mailbombing, denial of service attacks, and piracy of software.

   • Export Control Violations -- Exporting encryption software over the Internet or otherwise, to points outside the United States.

   • Other Illegal Activities -- Engaging in activities that are determined to be illegal, including advertising, transmitting, or otherwise making available Ponzi schemes, pyramid schemes, fraudulently charging credit cards, and pirating software.

   • Other Activities -- Engaging in activities, whether lawful or unlawful, that Studio 32 determines to be harmful to its subscribers, operations, reputation, goodwill, or end user relations.

Again, all Customers are expected to fully comply with all terms of the Studio 32 Acceptable Use Policy.

6. Unsolicited E-mail Policy

   Unsolicited e-mail or "spam" originating from a Server account or associated with a Server account is not tolerated. This includes any e-mail that promotes Web sites hosted on a Server account but is sent from an e-mail address not associated with that Server account.

   After the first violation of this policy, we will give a warning to the Customer. Customers are responsible to forward any warnings we give concerning unsolicited e-mail to their end users that send unsolicited e-mail. After the second violation, the Server account will be disabled without warning and the account may be terminated.

   Customers should make this policy clear to their end users before they order a Server account. Realize that because many Customers have many Virtual Subhost clients on a single Server account, disabling of a single Server account will affect all clients on that Server account. Therefore, it is imperative that Customers make this clear and seek to enforce any infractions to this policy immediately.

   We believe strongly in promoting "netiquette", or proper use of the Internet. A strong anti-spamming policy will benefit both you and your end users.

1. Activities Subject to Immediate Deactivation

   Any Server account that is used for illegal, abusive, or unethical activity prohibited in the Studio 32 AUP may be immediately deactivated by us without warning to you. You agree to indemnify and hold us harmless from any claim resulting from your publications or use of illegal, abusive, or unethical materials. Although we will make reasonable effort to alert you to such activities and allow you an opportunity to cure them within a 12-hour period after discovery, we are not required to give such notice before deactivating your use of our services if, in our discretion, your use is or results in illegal, abusive, or unethical activities. If a Server account is disabled, the regular monthly fees still apply until the Server account is terminated by the Customer.

2. Customers must keep in mind, if a Virtual Subhost client is deactivated for any illegal, abusive, or unethical activity, all Virtual Subhost clients that are hosted on the Server account will be affected by the deactivation.