Statement of Support

Overview & The Cloud Shared Responsibility Model

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

The Shared Responsibility Model (Major Cloud Standard):

In alignment with global cloud infrastructure standards, Blank Page operates on a "Shared Responsibility Model":

Blank Page Responsibility ("Security & Support OF the Cloud"): We maintain and support physical data centers, core network backbones, hardware server clusters, host hypervisors, edge security firewalls, and platform accessibility.
Customer Responsibility ("Security & Support IN the Cloud"): The customer maintains and supports application code, database content, user accounts, custom scripts, third-party plugins, local network connectivity, and client-side device configurations.

1. Description of Overall Support Services

Overall Guidance

Supported:
- Purchasing or renewing Blank Page products.
- Setting up Blank Page products.
- Showing you the steps to use our products.
- Diagnosing connection or access errors on our architecture.
Not Supported:
- Configuring and customizing your application settings.
- Troubleshooting local client-side network connections or ISP routing.
- Creating websites and content (naming, drafting, building, publishing).
- Getting people to your website or managing marketing campaigns.
- Learning how the Internet works (code, servers, and connections).
- Training about your computer, mobile device, or tablet.
- Troubleshooting Infrastructure as Code (IaC) scripts (e.g., Terraform, Ansible) or third-party API debugging.

2. Detailed Product Support Guidelines

2.1. Domain Names

Supported:
- Registering or renewing domain names.
- Setting up domain names (websites, hosting, and email routing).
- Using our Domain Manager.
- Managing domain names and explaining how to update contact information.
- Showing you where to create and edit DNS zone files.
- Modifying zone files to work with Blank Page products.
Not Supported:
- Modifying zone files to work with non-Blank Page products.
- Configuring advanced zone files (e.g., complex BGP or custom DNSSEC integrations).
- Troubleshooting third-party DNS zone file records.

2.2. Blank Page 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.
- 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 over webmail.
- Creating email distribution lists.
- Creating an email signature.
- Adding and removing email contacts.
Not Supported:
- Troubleshooting third-party email clients (e.g., local Outlook, Thunderbird, Apple Mail).
- Troubleshooting client-side network connections.
- Changing email account passwords on behalf of users.
- Composing email messages.
- Creating email filters and custom folders.
- Importing and exporting .pst or .olm files.

2.3. Microsoft® 365 (Purchased via Blank Page)

Supported:
- Purchasing or renewing Microsoft® 365 accounts.
- Explaining Microsoft® 365 features and benefits.
- Setting up user accounts (mailboxes).
- Explaining how to reset your email password or generate a new temporary password.
- Configuring Blank Page managed DNS within your account to use Microsoft 365 or providing you the DNS settings needed for DNS hosted elsewhere.
- Troubleshooting the ability to send and receive email in supported email clients and Outlook online.
- Troubleshooting third-party email clients' email connectivity.
- Explaining how to download and activate Microsoft 365 and included Business Apps on most recent versions of Windows OS, Mac OS, and compatible mobile devices.
- Explaining how to install and synchronize included OneDrive software with supported desktop and mobile devices.
- Troubleshooting Microsoft 365 system failures, errors, and degradation (escalating to Microsoft engineers when required).
- Helping with getting started basics: signing into Outlook on the web, sending an email through Outlook on the web, walking you through uploading your first file to OneDrive, providing resources on using included Microsoft apps, and explaining security features.
- Migrating from eligible email services using the Blank Page migration service.
- Navigating and using all included features within the Blank Page Email & Office dashboard.
- Explaining how to access M365 Admin Panels accessible from the Blank Page Email & Office dashboard.
- Removing Microsoft 365 association with Blank Page to allow for use at another Cloud Service Provider.
  Not Supported:
  - Training you on how to use Office apps or included Business Apps (writing Excel formulas, creating PowerPoint presentations, setting your Bookings schedule).
  - Data migration not covered by the Blank Page email migration service (manual backups, third-party migration services).
  - Administering Exchange and SharePoint beyond what is listed in our Supported section.
  - Troubleshooting non-connectivity issues with third-party email clients.
  - Troubleshooting network connections (internet connectivity, internet speed).
  - Troubleshooting custom Exchange settings or third-party add-ons.

2.3.1 Email Add-ons

Supported: Purchasing or renewing Email Add-Ons; setting up Email Add-ons on your Microsoft 365 account; explaining features and benefits; navigating to the portal; removing Email Add-Ons; ensuring default M365 settings are configured.
Not Supported: Customizing default add-on settings to function with custom non-standard Microsoft 365 environments.

2.3.2 Advanced Email Security (AES)

Supported: Explaining where to customize settings; providing resources on message logs and quarantined emails; updating DNS for domains in the same account; providing DNS settings for 3rd party connections; replacing default filters if manually removed.
Not Supported: Modifying settings beyond providing guidance; reporting messages as false positive/negative in the add-on portal.

2.3.3 Archiving

Supported: Explaining how to search and export from your Email Archive; providing resources on retention policies; troubleshooting email journaling functionality; offering ingestion for preexisting mail.
Not Supported: Reviewing completed search results; specifying search terms; submitting archive searches on behalf of customers; journaling multiple organizations or organizations not with Blank Page; modifying archive permissions.

2.3.4 Backup

Supported: Explaining how to restore backed-up content; providing resources on searching backed-up content.
Not Supported: Searching backups on behalf of users; submitting content restores; backing up shared mailbox content, SharePoint/OneDrive content, or mailboxes not paying for the add-on.

2.4. Websites + Marketing

Supported: Purchasing/renewing accounts; explaining features/benefits; setting up account; linking domain names; explaining how to add/delete pages, content, add-ons, and social media links; publishing the website.
Not Supported: Creating/deleting web pages for you; adding website content (copy, images, video); customizing images (quality, color, size, aspect ratio); customizing templates; adding custom code (HTML, JavaScript, CSS); SEO ranking management; uploading custom files; troubleshooting network connections; adding third-party applications.

2.5. Online Store

Supported: Purchasing/renewing accounts; explaining features/benefits; setting up account; linking domain names; explaining how to add products; locating shipping and payment settings; explaining publishing steps.
Not Supported: Creating/deleting pages; adding product content; customizing image files; modifying store templates; adding custom code; configuring shipping/payment accounts on behalf of the merchant; uploading store files.

2.6. Web Hosting / Business Hosting

Supported:
- Purchasing or renewing Shared/Business Hosting.
- Provisioning hosting accounts and providing DNS settings.
- Ensuring email serving, web serving, FTP, and control panel (Plesk/cPanel) are functioning and accessible.
- Navigating hosting control panels and providing FTP connection settings.
- Explaining how to upload files and install apps through control panel app vaults.
- Backing up databases or websites using supported control panel tools or Blank Page backup solutions.
- Providing resources for installing Blank Page Issued SSL certificates.
- Creating email accounts and providing basic email client settings.
Not Supported:
- Any client-installed script, application, or content.
- Control panel plugins, add-ons, or third-party app catalog programs.
- Installing or troubleshooting third-party SSL certificates.
- General education or training on Internet technology.
- SEO settings configuration, custom DNS zone file creation, or third-party service troubleshooting.
- Root-level server customizations, client-side email/FTP client software configuration, or private name server troubleshooting.
- Cross-browser compatibility or fixing hacks caused by customer security vulnerabilities.

2.7. Reseller Hosting

Supported: Purchasing/renewing Reseller Hosting; provisioning Reseller & WHMCS accounts; linking domains; using control panels; basic FTP settings; explaining file uploads; database backups; providing migration steps; installing integrated SSL on primary domains; creating email accounts; best-effort identification of platform-related performance issues.
Not Supported: Control panel plugins/add-ons; third-party catalog apps; installing third-party SSL certificates; installing Blank Page SSLs on add-on domains (unless via Expert Services); SEO configuration; root-level customizations; internet training; custom DNS creation; third-party service troubleshooting; configuring client email/FTP software; fixing hacks due to customer vectors; cross-browser testing.

2.8. WordPress

2.8.1. WordPress Application Support

Supported: Providing resources on White Screen of Death / "The site is experiencing technical difficulties" errors; support for Blank Page authored plugins/themes; providing resources to add media, posts, pages, plugins, and themes; explaining auto-installed plugin benefits; comment spam prevention resources; block editor guidance; updating permalinks; Yoast SEO guidance; admin dashboard navigation; explaining updates for themes/plugins/core; database connection string troubleshooting.
Not Supported: Site design and customization; web development and custom plugins; troubleshooting custom code; configuring SEO settings; configuring/setting up 3rd party plugins or themes; user management; resolving WordPress Core bugs; in-depth plugin/theme troubleshooting; database management; cross-browser compatibility.

2.8.2. Managed WordPress Hosting

Supported: Provisioning accounts; setting up domains; identifying platform performance issues; control panel navigation; FTP settings; security monitoring (24/7 brute force/DDoS protection); installing Blank Page SSLs; clearing caching; daily file/database backups (30–90 days retention); WP core navigation; auto-updating WP core; fixing database connection string errors.
Not Supported: Manually migrating sites; customizing WP themes or layouts; troubleshooting 3rd party networks; customer-installed content/scripts; installing 3rd party SSLs; SEO configuration; custom DNS zone files; configuring client email/FTP software; private name servers; cross-browser testing.

2.8.3. eCommerce Managed WordPress (WooCommerce)

Supported: Purchasing/renewing WooCommerce plans; provisioning accounts; domain setup; providing resources for WooCommerce extensions, product creation, gallery images, shop pages, tax/payment locations, cache clearing, product import/export, and translations; Blank Page SSL installation; 24/7 security monitoring; daily backups; WP core auto-updates.
Not Supported: Image customization; template customization; adding custom PHP/HTML/JS/CSS code; 3rd party extension/theme setup; product configuration; configuring shipping, tax, or payment gateway options; manual migrations; 3rd party SSLs; SEO settings; custom DNS; client email/FTP software configuration; cross-browser testing.

2.9. Virtual, Dedicated & Cloud Servers

Self-Managed Support: Purchasing/renewing; resetting root passwords; server provisioning; hardware maintenance; root/admin access; migration instructions. (With cPanel/Plesk: data backup tools, control panel navigation, custom DNS zone file guidance, basic FTP/email connection settings).
Fully-Managed & Expert Services: Operating system updating and patching; 24x7x365 support line; initial setup migrations (up to 5 sites); DNS setup; domain setup; advanced performance analysis; intrusion prevention; custom firewall rules (iptables/Windows Firewall); app/software installs; database management; PHP version upgrades/modules; connection string repairs; DB backup scripts; disk space audits; .htaccess changes; permission audits; server hardening; MySQL tuning; content recovery; hosting restores.
Not Supported: Troubleshooting customer-installed applications/scripts; control panel plugins/add-ons; general internet training; SEO configuration; email/FTP client software setup; cross-browser testing; resolving hacks caused by customer vectors.

2.10. Blank Page Pro Program

Supported: Purchasing/renewing products in client accounts; setting up products; Pro Program enrollment; Pro Dashboard guidance; brand settings; public profile settings; account access delegation; client notes; cart building; Activity Feed navigation; Site Monitoring alerts and notifications; diagnostic access errors.
Not Supported: Creating websites or adding content for clients; adding databases/email accounts/web apps; adding 3rd party apps to Website Builder; customizing application settings; drafting content; naming businesses; creating logos; generating client leads; network troubleshooting.

2.11. SSL Certificates

Supported: Purchasing/renewing SSLs; installing Blank Page SSLs on primary domains within Blank Page shared hosting; certificate validation; resending validation emails; resolving common name conflicts; diagnosing browser errors; modifying zone files for secure routing.
Not Supported: Exporting SSL certificates to multiple servers; installing Blank Page SSLs on 3rd party servers or add-on domains (unless via Expert Services); installing 3rd party SSL certificates; generating CSRs on 3rd party or VPS/Dedicated servers; HTML/PHP/JS coding training.

2.12. Business Listings / Get Found

Supported: Explaining features/benefits; account setup; dashboard usage; publishing business details, menus, and price lists; locating listings on partner networks.
Not Supported: Optimizing content; expediting partner listings; removing listings from partner networks; search engine ranking guarantees.

2.13. Search Engine Visibility

Supported: Purchasing/renewing; feature walkthroughs; initial account setup; explaining report publishing; tracking keyword rankings.
Not Supported: Adding/deleting/editing keywords, tags, or page copy; keyword optimization research; guaranteed Google front-page ranking advice; social media sharing.

2.14. Email Marketing

Supported: Account setup; statistics navigation; linking social media and Blank Page products; building custom banners/themes for GEM plans.
Not Supported: Subscriber list cleaning/filtering; building email templates on behalf of customers; copywriting; custom HTML editing; publishing signup code to websites; custom statistical reporting.

2.15. Blank Page Bookkeeping

Supported: Account setup; usage guidance; setting up automatic bank imports; setting up online payments (ACH, PayPal, credit cards).
Not Supported: Invoice template customization; creating invoices/estimates; mileage/time tracking; importing sales data from Amazon/eBay/Etsy; creating Israeli tax filings (VAT/Ma'am reporting, Bituach Leumi filings, or Form 1301 Annual Returns).

2.16. Blank Page Auctions

Supported: Email support for auction transactions; domain listing; expired auctions/fees; closeout domains; offer/counter-offer guidance; auction navigation; listing types; memberships; backorders; bidder verification; domain delivery assistance; payment processing; proxy bids; aftermarket domain transfers.
Not Supported: Domain marketing strategies; transferring domains not bought via aftermarket; 3rd party platform listings (e.g., Sedo, Flippa); account verification; non-auction domain renewals; contact info requests.

2.17. WordPress Premium Services & Content Restrictions

Supported Technical Tasks: Child theme installation; theme modification; comment system setup; plugin install/updates; plugin error diagnosis; config file edits; database search & replace; connection string repair; permalink updates; DB import/export; MySQL optimization; Google indexing checks; page optimization evaluations; favicon setup; redirect creation; image optimization; comment spam mitigation.
Not Supported Technical Tasks: Content creation; new site builds; custom coding in plugins/themes; graphic design; custom SEO work; supporting WordPress core versions older than 4.0; custom plugin development; backlinks; DNS configuration; SSL setup; theme configuration; Google Business profile setup; LeadPages templates; WooCommerce extension bug fixes; traffic generation; mobile responsiveness; Multisite support; paid marketing; payment gateway setup; theme recommendations; updating heavily customized themes; file uploads; malware/phishing removal (handled via Website Security).
Prohibited Sites & Restricted Content Categories: Services are strictly denied for sites that:
1. Advertise adult, X-rated, sexually explicit, massage, escort, or prostitution services.
2. Promote or sell illegal drugs, controlled substances, or drug paraphernalia.
3. Sell active or inactive credit/debit card data.
4. Engage in unauthorized domain name reselling.
5. Sell stolen, unauthorized, or counterfeit goods (movies, software, pirated media).
6. Sell items recalled by the Israeli Ministry of Economy and Industry or the Israeli Consumer Protection and Fair Trade Authority.

2.18. Website Security

Supported: Purchasing/renewing; dashboard navigation; cleanup request submissions; WAF/Backup/Monitoring troubleshooting; malware removal (with included plans); post-cleanup error resolution; server-side monitoring errors; email security issues; hardware firewall support; server 500/404 errors caused by firewall; Secure Seal setup; site health firewall optimization; penetration testing.
Not Supported: Non-firewall server-side errors; performance optimizations outside firewall capabilities.

3. Contact Information

For technical support, account assistance, or inquiring about Expert Services, please contact our support team at: