GoDaddy

STATEMENT OF SUPPORT

Last Revised: April 4, 2019

1. Overview

As GoDaddy adds new features and services for You, and as You add new third-party applications and software, it’s important that we inform You what support services GoDaddy provides and what it does not. This Statement of Support is not intended as, and does not constitute, a binding agreement by either You or GoDaddy and is merely intended to specify some of the proposed guidelines of GoDaddy’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of GoDaddy without notice to You. Some of the products and services listed below may not be available in all markets.

2. Description of Support Services

A. Overall Guidance.

Supported:

Purchasing or renewing GoDaddy products
Setting up GoDaddy products
Showing you the steps to use our products
Diagnosing connection or access errors
Ensuring our systems and architecture are up and running

Not Supported:

Configuring and customizing your application settings
Troubleshooting network connections
Creating websites and content (naming, drafting, building, publishing)
Getting people to your website
Learning how the Internet works (code, servers, and connections)
Training about your computer, mobile device, or tablet

B. Domain Names.

Supported:

Registering or renewing domain names
Setting up domain names (websites, hosting, and email)
Using our Domain Manager
Managing domain names
Explaining how to update domain name contact information
Showing you where to create and edit DNS zone files
Modifying zone files to work with GoDaddy products

Not Supported:

Modifying zone files to work with non-GoDaddy products
Configuring advance zone files
Troubleshooting third-party DNS zone file records

C. GoDaddy Email.

Supported:

Purchasing or renewing email accounts
Explaining email account features and benefits
Showing you how to create email accounts
Making your domain name work with your email
Sending and receiving email on the web
Confirming email settings on your computer (Outlook)
Confirming email settings on your mobile device
Forwarding email messages
Setting up an auto-response
Creating a catch-all account
Managing and removing email accounts
Ensuring you can send and receive email
Creating email distribution lists
Creating an email signature
Adding and removing email contacts

Not Supported:

Troubleshooting third-party email clients
Troubleshooting network connections
Changing email account passwords
Composing email messages
Creating email filters and folders
Importing and exporting .pst/.olm files

D. Microsoft® Office™ 365.

Supported:

Purchasing or renewing Office 365 accounts
Explaining Office 365 features and benefits
Activating user accounts (mailboxes)
Configuring domain name to use Office 365
Configuring supported email clients
Troubleshooting mail flow
Troubleshooting third-party email clients' email connectivity
Installing Office 365 software on supported systems
Connecting supported versions of Office to OneDrive for Business
Diagnosing system failures, errors, and degradations. Escalating to Microsoft, if required.
Helping you with the getting started basics (sending email from OWA, uploading file to OneDrive for Business)
Migrating from eligible Workspace IMAP accounts using the GoDaddy migration service
Migrating from GoDaddy Hosted Exchange to Office 365 through an end-of-life program

Not Supported:

Training you on how to use Office 365 (writing Excel formulas, creating PowerPoint animations, etc.)
Migrating to Office 365 using backups (PST export/import) or other third-party services
Administering Exchange
Administering SharePoint
Troubleshooting non-connectivity issues with third-party email clients
Troubleshooting network connections
Changing email account passwords

E. Website Builder (including GoCentral).

Supported:

Purchasing or renewing Website Builder
Explaining Website Builder features and benefits
Setting up your Website Builder Account
Making your domain name work with Website Builder
Explaining how to use Website Builder
Explaining how to add/delete web pages
Explaining how to add/delete content (words and pictures)
Explaining how to apply Website Builder add-ons
Explaining how to connection social media to Website Builder
Explaining how to publish your Website Builder website

Not Supported:

Creating and deleting web pages
Adding content to your website (copy, images, video)
Customizing images (quality, color, size, aspect ratio)
Customizing Website Builder templates
Adding custom code (HTML, JavaScript, CSS) to your website
Getting ranked on search engines
Uploading files to your website
Troubleshooting network connections
Adding third-party applications to WebSite Builder

F. Online Store.

Supported:

Purchasing or renewing Online Store
Explaining Online Store features and benefits
Setting up your Online Store Account
Making your domain name work with Online Store
Explaining how to use Online Store
Explaining how to add/delete web pages
Explaining how to add/delete content (words and pictures)
Explaining how to add products to your store
Explaining where your shipping and payment options are
Explaining how to publish your Online Store

Not Supported:

Creating and deleting web pages
Adding content to your Online Store (copy, images, video)
Customizing images (quality, color, size, aspect ratio)
Customizing Online Store templates
Adding custom code (HTML, JavaScript, CSS) to your website
Configuring your shipping and payment options
Uploading files to your Online Store

G. Web Hosting/Business Hosting.

Supported:

Purchasing or renewing Shared Hosting
Explaining our Shared Hosting features and benefits
Provisioning your Shared Hosting Account
Making your domain name work with Shared Hosting
Identifying root cause of website performance issues¹
Using our hosting control panels
Providing basic settings for your FTP client
Explaining how to upload files to your website
Installing third-party apps through your supported control panel
Backing up a database or website
Providing you the steps to migrate your hosting
Installing a GoDaddy SSL Certificate on GoDaddy shared hosting primary domains only
Creating email accounts
Providing basic settings for your email client

Not Supported:

Any client, script, application or content installed by Customer
Control panel (Parallels Plesk, or cPanel/WHM) plugins & add-ons
Applications in the Parallels Plesk Application Vault and/or cPanel Application Catalog
Installing third-party SSL certificates
Installing a GoDaddy SSL Certificate on GoDaddy shared hosting for add-on domains²
Training about using the Internet³
Configuring your website’s SEO settings
Creating custom DNS zone files
Troubleshooting any third-party services
Helping with any root-level server customizations
Configuring your email client
Configuring your FTP client
Troubleshooting third-party domain registrations
Troubleshooting private name servers
Checking for cross-browser compatibility
Troubleshooting hacks due to customer-controlled vectors

^{1. Identifying root cause of website performance issues - We will ensure that email, web serving, FTP, and your control panel are all functioning and accessible. The customer is fully responsible for the installation and correct operation of any and all scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning scripts or applications.}

^{Data Backup The customer is responsible for executing and maintaining current data backups. We maintain our own data backups for any given server only in the event of disaster. We typically have up to 30 days data retention available except on our cPanel hosting, which has one snapshot available within the past four days; however, we do not guarantee the availability or restoration of any lost data. Restoration of data can be requested from our Expert Services^A.}

^{^A. Expert Services are fee-based services available only from our US-based support teams and are not included with GoDaddy’s free support. To purchase these services, call (09) 975-9407. You can find more information about Expert Services in our Expert Services Menu.}

^{2. There's an Expert Service for that.}

^{3. We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts, such as DNS, email, web, web browsers, FTP, and general computer literacy.}

H. Managed WordPress.

Supported:

Purchasing or renewing Managed WordPress
Explaining our Managed WordPress features and benefits
Provisioning your Managed WordPress account
Setting up your domain with Managed WordPress
Identifying platform related performance issues¹
Using our hosting control panels
Providing basic settings for your FTP client
Explaining how to upload files to your Managed WordPress
Security Monitoring²
Installing a GoDaddy SSL Certificate on Managed WordPress
File and Database backups daily³
Helping with core navigation of WordPress, such as the Admin Dashboard⁴
Installing the newest, vetted, version of WordPress on our platform
Monitoring of Managed WordPress hardware and network
Automatically updating to the newest, most secure, version of WordPress

Not Supported:

Manually migrating your site to Managed WordPress
Customizing your WordPress theme
Helping with your website layout or design
Troubleshooting third-party networks or applications
Any client, script, application or content installed by Customer
Installing third-party SSL certificates
Configuring your website’s SEO settings
Creating custom DNS zone files
Troubleshooting any third-party services
Configuring your email client
Configuring your FTP client
Troubleshooting third-party domain
Troubleshooting private name servers
Checking for cross-browser compatibility
Reviewing plugin/theme issues on our platform in depth

Special Note on Approved Plugins:

To ensure superior performance and security within the Managed WordPress environment we carefully review plugins. To do this, we run a nightly scan of our Managed WordPress hosting environment. Plugins that are not allowed will be removed and an email sent to the owner of the affected account.

^{* While we do not support custom code, with Managed WordPress we will perform a more in-depth review to determine why a plugin or theme may not function properly on our system. We cannot guarantee we can make them work, but we will do our best.}

Identifying root cause of website performance issues - We will ensure that email, web serving, FTP, and your Control panel are all functioning and accessible. The customer is fully responsible for the installation and correct operation of any and all scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning scripts or applications.
Security Monitoring and Compromise Review - Our security team is on the job 24/7, monitoring your site for suspicious activity and protecting it against brute force and DDoS attacks.
Data Backup – The customer is responsible for executing and maintaining current data backups. We maintain our own data backups for any given server only in the event of disaster. We typically have up to 30 days data retention available, however we do not guarantee the availability or restoration of any lost data. Restoration of data can be requested from our Expert Services^A.
Help with your site migration to Managed WordPress – We have an automated migration process that has a high success rate. If, for some reason, your migration were to fail we will review common reasons for the failure and assist with requesting a new migration. If all else fails we can assist with manual migrations as long as the content is provided.

^{A. Expert Services are fee-based services available only from our US-based support teams and are not included with GoDaddy’s free support. To purchase these services, call (+1) (480) 463-8824. You can find more information about Expert Services in our Expert Services Menu.}

I. Virtual & Dedicated Servers.

Supported:

i. Self-Managed:

Purchasing or renewing servers
Explaining our server features and benefits
Resetting the root password
Provisioning your server in minutes
Troubleshooting network performance and uptime
Fully managed hardware
Accessing your server via root/administrative access
Providing you the steps to migrate your hosting

ii. Managed:

Purchasing or renewing servers
Explaining our server features and benefits
Resetting the root password
Provisioning your server in minutes
Troubleshooting network performance and uptime
Fully managed hardware
Accessing your server via root/administrative access
Providing you the steps to migrate your hosting
Installing your GoDaddy SSL certificate on qualified GoDaddy products¹
Updating and patching core operating system
Backing up content and data on server²

iii. Fully-Managed:

Purchasing or renewing servers
Explaining our server features and benefits
Resetting the root password
Provisioning your server in minutes
Troubleshooting network performance and uptime
Fully managed hardware
Accessing your server via root/administrative access
Providing you the steps to migrate your hosting
Installing your GoDaddy SSL certificate on qualified GoDaddy products¹
Updating and patching core operating system
Backing up content and data on server²
Setting up your server
Providing dedicated sales and support line 24x7x365
DNS Setup
Domain Setup
Content Migrations
Advanced Performance Analysis³
Apache Tuning
MySQL Tuning
Security Scan & Audit (SSA)
Intrusion Prevention
Custom Firewall Rules (iptables only)⁴
Application or Software Installs
Database Management
Malware & Blacklist Removal
PHP Version Upgrade
PHP Module Installation

iv. Expert Services ^$

Providing dedicated sales and support line 24x7x365
DNS Setup
Domain Setup
Content Migrations
Advanced Performance Analysis
Apache Tuning
MySQL Tuning
Security Scan & Audit (SSA)
Intrusion Prevention
Custom Firewall Rules (iptables only)⁴
Application or Software Installs
Database Management
Malware & Blacklist Removal
PHP Version Upgrade
PHP Module Installation

Not Supported:

Troubleshooting any client, script, application or content installed by customer
Control panel (Parallels Plesk or cPanel/WHM) plugins & add-ons
Applications in the Parallels Plesk Application Vault and/or cPanel Application Catalog
Training about the Internet⁵
Configuring your website’s SEO settings
Configuring your email client
Configuring your FTP client
Checking for cross browser compatibility
Fixing hacks due to customer-controlled vectors

^{1 This does not include command line, Tomcat, or IIS SSL installations.}

^{2 Managed Servers include the ability to run backups, but must be manually run. Fully Managed servers run backups every 10 days.}

^{3 Additional fees may apply}

^{4 Iptables rules such as opening port 3306 for direct MySQL access or blocking an IP from accessing the server.}

^{5 We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, web, web browsers, FTP, and general computer literacy.}

^{$ - Expert Services are an excellent resource to allow you to pay for common server administrative tasks that can be time consuming or require a special area of expertise while maintaining overall control of your server. Tasks are a one-time fee per service request instead of a monthly fee as with the Fully Managed plans. Expert Services are currently only available for CentOS and Fedora servers. To purchase these services, call (+1) (480) 463-8824. You can find more information about Expert Services in our Expert Services Menu.}

J. GoDaddy Pro Program.

Supported:

Purchasing or renewing GoDaddy products in your or your client’s account
Setting up GoDaddy products in your or your client’s account
Enrollment into the Pro Program
Explaining your Pro Dashboard features and benefits
Explaining how to set your brand
Explaining how to publish/disable your profile publicly
Explaining how to add clients
Explaining how to archive/unarchive clients
Requesting/setting/revoking Account Access permissions
Assisting with Account Access delegation that allows for the Pro to manage the client’s account/products
Explaining how to add notes to a clients card
Building/sending a cart for a Pro client
Explaining the Activity Feed
Explaining how to add/remove a site to Site Monitoring
Explaining what the Site Monitoring alerts mean
Explaining how to configure notifications for Site Monitoring
Showing you the steps to use our products
Diagnosing connection or access errors
Making sure our systems and architecture are up and running

Not Supported:

Creating websites (naming, drafting, building, publishing)
Adding content to your or your client’s websites
Adding database/email accounts/web applications
Adding third-party applications to your or your client’s Website Builder
Configuring and customizing your application settings
Drafting and publishing content
Naming your business
Creating your brand logo
Creating client leads
Troubleshooting network connections

K. SSL Certificates.

Supported:

Purchasing or renewing SSL Certificates
Explaining SSL certificates features and benefits
Installing your GoDaddy SSL on GoDaddy shared hosting for primary domains (not including command line or Tomcat SLL installations)
Validating your SSL certificate
Resending SSL validation emails
Resolving common name conflicts
Diagnosing SSL web browser errors
Explaining how to modify your zone file for secure sites

Not Supported:

Exporting SSL certificates to be used on multiple servers
Installing an GoDaddy SSL certificate on third-party servers1
Installing a GoDaddy SSL Certificate on GoDaddy shared hosing for add-on domains1
Installing third-party SSL certificates
Generating a CSR on third-party servers¹
Generating a CSR on virtual and dedicated servers¹
Training about HTML, PHP, or JavaScript

1 There's an Expert Service for that.

L. Get Found.

Supported:

Explaining Get Found features and benefits
Explaining how to set up your Get Found account
Explaining how to use Get Found
Explaining how publishing your business information works
Explaining how to add, edit, and delete your business content in the dashboard
Explaining how to publish your price lists/menu content on your website
Showing you where to find your presence on our partner sites

Not Supported:

Adding, editing, or deleting your content within Get Found
Providing suggestions for or optimizing Get Found content
Helping to expedite any listings
Helping to remove any listing from partner sites
Helping to with search engine rankings

M. Search Engine Visibility.

Supported:

Purchasing or renewing Search Engine Visibility
Explaining Search Engine Visibility features and benefits
Walking through and initial setting up of Search Engine Visibility
Explaining how your changes are published
Tracking your rankings with reports

Not Supported:

Adding, deleting, or editing your keywords, tags, phrases or page content
Researching and optimizing keywords
Providing SEO advice to get your site ranked on the first page of Google
Sharing your content on social networks

N. Email Marketing.

Supported:

Purchasing or renewing Email Marketing
Explaining Email Marketing features and benefits
Setting up your Email Marketing account
Explaining how to use Email Marketing
Understanding Email Marketing statistics
Connecting your Email Marketing account to social media
Connecting your Email Marketing account to compatible GoDaddy products
Building you a custom banner or theme for free*

Not Supported:

Editing and troubleshooting subscriber list files (CSV files)
Cleaning, filtering, or modifying subscriber lists
Building email templates on a customer's behalf
Creating email content (copywriting, adding images, etc.)
Creating, editing, and troubleshooting custom HTML
Publishing signup form code to website
Creating custom statistic reports

^{* General GoDaddy C3 representatives are not able to build custom banners, but our GEM representatives are happy to help. Please email our GEM representatives with your request after purchasing your GEM plan.}

O. GoDaddy Bookkeeping.

Supported:

Purchasing or renewing Bookkeeping
Explaining Bookkeeping features and benefits
Setting up your Bookkeeping account
Explaining how to use Bookkeeping
Showing you how to setup your bank account to import automatically
Setting up online payments with ACH, PayPal, or credit cards

Not Supported:

Customizing invoice template
Creating invoices and estimates
Creating tax worksheets including Schedule C, sales tax and more
Tracking mileage and time
Setting up import of sales data from PayPal, Amazon, eBay, and Etsy

P. SmartLine.

i. Phone Number Routing / Call Forwarding

Supported:

Ensure that system forwards phone when dialed
Ensure Time/Day filter settings are functional
Verify number routing and Auto-Attendant (when available) options
Verify proper routing infrastructure

Not Supported:

Ensure that forwarding target number is accurate and functional

ii. Call Audio Quality

Not Supported:

SmartLine uses customer’s mobile network, so call audio quality is not controlled by GoDaddy.

iii. Setup for 3rd Party Phones

Supported:

Setup of SmartLine on android and iOS (apple) smartphones

iv. Telephone Number Porting

Supported:

Work with 3rd party carriers to transition number to SmartLine system
Configure number routing in SmartLine system and verify number works as stated on porting request
Provide status updates during the porting process
Abide by all LNP and toll-free porting rules and regulations

Not Supported:

Verify number is eligible for porting
Provide SmartLine with a complete, accurate, signed Letter of Authorization
Inform SmartLine where number should route, and whether it replaces a number or is being added as an additional number
If desired, cancel account with losing carrier after port completes
When porting out, ensure account billing is in good standing and billing information is up to date
When porting out, notify SmartLine if you intend to cancel service after number has ported

v. Message Notification Delivery (Voicemail)

Supported:

Verify destination email address
Confirm message delivery from SmartLine System
Provide alternate access to messages via Web App

Not Supported:

Confirm destination email address is valid
Whitelist messages@SmartLine.com
Ensure that message filters, anti-virus, or other receiving policy is not preventing receipt
Contact email provider for assistance

Q. GoDaddy Auctions.

Supported:

Email support for domains sold or purchased at auction
Listing a domain for sale
Explaining the commission structure
Listing Premium Domains
Expired Auctions and fees
Closeout Domains
Offer/Counter offer
Auction Navigation
Explaining GoDaddy Auction listing types
Auction Memberships
Backorder Questions
Bidder Verification
Assistance in delivering a domain
Home Page and Category Page Feature Listings
Receiving payments for Domains
Paying for Premium and Auction domains
Explaining Proxy Bids
Explaining how to edit a Listing
Transferring domains related to an Aftermarket sale
Explaining Payee requirements

Not Supported:

Marketing strategies for selling domain names beyond the usage of featured listing service
Transferring domains not purchased in the Aftermarket
3rd party domain listings, ie: Sedo, Flippa, etc.
GoDaddy Account Verification
Domain renewals not related to auctions
Domain Contact Information Requests

R. WordPress Premium.

Supported:

Installing or Updating Theme
Diagnosing and Fixing Theme Issue
Adding a Child Theme
Theme Modification
Installing a Comment System
Installing or Update a Plugin
Diagnosing and Fixing Plugin Issues
Modifying Config Files
Performing Database Find & Replace
Performing Connection String Repair
Updating Permalinks
Importing/Exporting Databases
Optimizing MySQL
Checking Google Indexing
Evaluating Page Optimization
Adding a Favicon
Performing Setup Redirects
Optimizing Images
Mitigating Comment Spam

Not Supported:

Building content
Creating a New Site (Please see our Professional Web Services for this)
Adding custom code to themes and plugins
Designing work such as content building and appearance suggestions
Performing custom SEO Work (Adding Keywords, Descriptions to Pages.etc)
Performing services on sites using versions released prior to 4.0, other than to update them to the latest version (Note: version updates may cause incompatibility issues with themes, plugins, etc.)
Adding custom functionality to a plugin
Adding individual products for WooCommerce
Boosting page ranks
Building site backlinks
Configuring DNS
Configuring SSL (Please see our SSL Install Service for this)
Configuring a new theme (We will Install the theme for you, but the setup/configuration will need to be done by the designer)
Consulting
Creating a Google Plus business listing
Creating a plugin
Creating images
Creating page templates in LeadPages
Fixing WooCommerce extension bugs and conflicts
Increasing site traffic
Making your site mobile responsive
Multisite support
Paid marketing
Payment gateway configuration
Recommending a theme
Removing theme customization
Researching previous theme customization
Resolving WooCommerce conflict with theme
Setting up email accounts
Setting up a theme for specific pages
Sites hosted by WordPress.com or using Rainmaker Platform
Staging sites that require a separate subscription
Transferring a non-WP site to WordPress
Updating a highly customized theme
Updating customized WooCommerce
Virtual Assistant tasks (creating, updating and posting content)
Upload files
Remove malware or phishing content (Please see our Website Security product for this)
Sites that advertise pornographic, X-rated, sexually explicit, or otherwise tasteless materials, images, products or services (including, but not limited to: massage, dating, escort or prostitution services).
Sites that use pornographic, X-rated, sexually explicit keywords or images in video names, descriptions or listings
Sites which sell illegal items and items that encourage, promote, facilitate, or instruct others to engage in illegal activity
Sites that sell controlled substances and illegal drugs (including prescription drugs). This includes, but is not limited to, items used to manufacture controlled substances and/or drug paraphernalia
Sites that sell credit or debit cards (active or inactive)
Sites that sell domain names
Sites that sell stolen or unauthorized items, including counterfeit products such as copies of movies (VHS, DVD, etc.), software, and other trademarks
Sites which sell products that have been recalled by the Consumer Product Safety Commission (CPSC)

S. Website Security.

Supported:

Purchasing or renewing Website Security
Explaining Website Security features and benefits
Explaining how to navigate the Website Security dashboard
Demonstrating set up of Website Security accounts
Demonstrating clean up requests