IN THIS SECTION
How To Get
Help | Billing
Support
Account Deactivations | Account
Management Area | Account Cancellations
Down Servers | Down
Email | Before Contacting Technical
Support
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How To Get Help
ALL Technical Support Requests must be sent using our Technical
Support Request Form. Not only does this form contain the
necessary information that will allow us to distinguish you
from our other clients, but it also carries your request to
the current support tech on duty. A link to this form is conveniently
located throughout our web site...we recommend that you bookmark
it for easier access.
Billing Support
All payments, are handled by our in-house billing department,
please contact billing@Dean-Martin.com with any questions regarding
your payment or statements.
Account Deactivations
There are only 3 reasons we deactivate accounts. 1) Non-payment,
2) Spamming violations, and 3) Non-compliance of our policies.
We would ask that all of our clients to understand that just
as they must take measures to protect their business, so must
we. We provide hosting services for many individuals and businesses,
therefore it is necessary for us to establish Policies and Guidelines
that will protect both our company as well as those residing
on our servers. If we were to alter our policies and guidelines
for each situation that may arise in the course of a month,
the reason to function as a business would cease to exist.
If your account has been deactivated due to non-payment and
you did not fulfill the requirement of providing us with a new
payment method by 5:00 p.m. on the day your billing was due,
your account will be reactivated once you provide our billing
department with a working method of payment using either your
checking account or a new credit card.
If your account has been deactivated due to non-compliance of
our policies and guidelines, email us and we will review your
account. We will more than likely re-activate your account if
you will provide us with a Letter of Promise that you will not
further compromise our policies and guidelines.
In EITHER case, we will not charge you a reactivation fee for
first occurrences. After the first occurrence you will be charged
a reactivation fee of $50.00 and upon the third instance you
will not be permitted back on our servers.
If your account has been deactivated due to spamming violations
you will not have the opportunity to reactivate your account
on our servers. This violation is strictly controlled by the
backbone itself. When this type of deactivation occurs it was
done by the backbone and not Dean-Martin.com. We have a strict
non-spamming contract with our backbone providers and such deactivations
are out of our control. All spamming violations are deactivated
without option of reactivation. This rule as well as the consequences
are set forth before your account is even activated on our servers,
we will not beg the backbone for reconsideration.
Account Management
Area
This is the area where both our clients manage their accounts.
This area is where you add accounts, cancel accounts, and upgrade
accounts.
Account Cancellations
When you need to cancel an account please contact us with the
cancellation date. The information that you provide us with
form assists us in canceling your account and the billing for
that same account.
Down Servers
Well it happens and there is not much that can be done when
it happens except to fix the problem, that is if the problem
is on our side.
Once you've established an internet connection through your
PC, your dial up travels through several points before the actual
log in to our servers. If there are any problems, within or
at any of those points, it will prevent you from logging into
your account. This obviously is out of our control.
However, in the event that one of our servers do go down, we
can assure you that we will be aware of it before you are and
are working diligently to restore service. You are more than
welcome to contact us, but don't be overly anxious if we do
not respond immediately, it only means that our hands are full
at the moment to correct the problem.
Remember, our online Technical Support Request Form is the most
efficient means for providing technical support to our customers.
You will find a link to this form throughout our web site. Please
do not flood email boxes and telephone lines with support requests,
we can only be sensitive to your needs if you will do the same
for us.
Down Email
For obvious reasons if our servers are down or if you are experiencing
problems connecting to your account for other reasons not involved
with our servers, your email is not going to work either.
If you can log into your account as well as visit your site
through your browser, then something is wrong either on your
end or with your dialup account. Before contacting Technical
Support, be sure to walk through the setup of your email client
to ensure that you have the correct settings.
Other problems might be due to changing your password recently.
Changing passwords for your email and changing passwords for
your Control Panel and FTP client are done in separate areas,
so if you've done one but not the other, this may be your problem.
Please refer to Chapter 8 - Changing Passwords for instructions
and details.
If you have checked your settings and verified that it is not
a password problem, submit the Technical Support Request and
we will handle your request promptly. You will find a link to
the Technical Support Request Form throughout our web site,
we recommend that you bookmark it for easy access.
Before Contacting
Technical Support
Please be sure to use all the resources available to you prior
to contacting Technical Support.
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