Out-of-Scope Support Services:
In addition to providing Web Hosting, Mail hosting and FTP Hosting services, customers sometimes request additional support which is beyond the scope of standard support. These Out-Of-Scope requests can be covered by a variety of plans as stated in this Support Services section.

The Out-Of-Scope Support Services are NOT on-site support services, but to provide support for incidents remotely from any one of our locations in Australia, USA, Vietnam or elsewhere.

 
Out-Of-Scope Services
1.  Definitions
SUP00 Def1
Out of Scope Service General Definition
Out-Of-Scope  work covers problem resolution of indicents beyond the control of Customers or Corkscrew and usually indicates an issue which is not located  within the premises or jurisdiction of either party.

SUP01 Mail1

Out of Scope Service - Mail Systems
Out-Of-Scope Mail Support.
Resolution of problems of recipient customers not managed by Corkscrew

SUP02 Mail2
Out of Scope Service - Mail DNS
Out-Of-Scope Mail Support.
Resolution of problems of recipient domains related to DNS, PTR, Validation, SPAM Block etc.
 
SUP03 SW
Out of Scope Service - SW Infrastructure
Out-Of-Scope Software Infrastructure Support.
Includes issues related to Software Licensing, Infrastructure and related issues.

SUP04 Web
Out of Scope Service - Web Related
Out-Of-Scope Web Support.
Includes issues related to security breach by Customer, other controllable security issues.

Out-Of-Scope Services.
2. Support Options



SUP11 CT
Out of Scope  - Contract
Out-Of-Scope Support for Contract Customers.
Customer must have an existing WEBxx or MAILxx contract.
US$30/Hr
SUP12 NonCT
Out of Scope  - Non-Contract
Out-Of-Scope Support for Non-Contract Customers.
Customer do not have an existing WEBxx or MAILxx contract.
US$50/Hr