Support Response Expectations

Request Type		Actual Time	Disclaimer
Zone file changes (DNS)		Handled by Domain Services within 24hrs	Allow 72hr for propagation before changes are effective
Domain name registration and incoming transfers		Handled by Domain Services within 24hrs	New U.S. domain (i.e. .com ,net, .org) registrations are normally processed within 24 hrs. Transfers are normally processed within 5-days. Action on part of the domain owner may be required and this may result in a longer turnaround time.
Digital ID ("SSL certificate") requests		Handled by TS within 24hrs	CSR requests and SSL certificate installation is handled within 24 hrs. Action on part of the customer is required to work with the company providing the SSL certificate and, therefore, the entire process may exceed 48hrs.
Plan changes	Upgrades from Domain Parking, Pointers, ExpresStart	Handled by Sales within 24hrs	Allow 3-5 days for propagation before new hosting account can be accessed via domain name. Customers will be required to back-up all HTML code and images from their ExpresStart website and re-upload content to the new location once the hosting account is upgraded.
	UNIX to NT –and- NT to UNIX platform changes	See disclaimer	Platform changes are not supported. In order to effect such a change, customers will be required to place a new order for the desired plan type and authorize deletion of the existing hosting account. Customers will be required to back-up any existing website content from the original site beforehand and re-upload the content once the new hosting account is activated. Access using the domain name will not be available until roughly 72 hrs following activation of the new hosting account.
	Upgrades to Plan 4 or High Volume –and- downgrades from Plan 4 or High Volume to another plan type	Handled by TS within 24hrs	These plan changes require a server change that will yield a new IP address. A redirect will be established from old IP to the new IP address. Scripts should be made server-independent to ensure a seamless transition from one server to another.
Account cancellations		Handled by CS within 24hrs	Hosting accounts with open billing items may require extra time.
FrontPage extension installation and removal		Handled by TS within 24hrs
Password change requests		Handled by CS within 24hrs	Requests must be submitted by email from the address on record in Edit Account Information for the hosting account in question.
Mercantec installation		See disclaimer	Within a few hours of submitting your application to Paymentech you should receive an e-mail confirmation of receipt for your application. If not, contact Paymentech Customer Service at 1-888-807-5874 Within 24 hours you should receive a decision from Paymentech whether you are approved or denied. If additional review of application is deemed necessary, you will be notified within 1 to 3 business days. You will receive an e-mail from Paymentech stating they have approved your application. At this time they will also send your merchant number. In a separate message, Paymentech will provide the Moneta PIN and enrollment information. You then will receive a third e-mail welcoming you. This one will come from ClearCommerce. Finally, you will receive an e-mail from Mercantec stating that your store has been configured to process online transactions. This whole process can take from one to five days.

Note: above information does not apply to VPS/MPS and Enterprise Products.