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For issues related to scripting problems, please remember the model above and our relationship to your website. We maintain the back-end, the site owner maintains the front-end.
This is for many reasons. One reason is from a legal standpoint. Read the Digital Millennium Copyright Act and Communications Decency Act for more information.
The second reason is the inability for any single entity to know the answers to all of the problems that can occur on all of the freely available software out there. For example, if you have a problem with your Windows computer, you would not call Mac or Linux support for how to fix the problem. You would go to the vendor directly, the vendor in this example being Windows.
When you encounter errors on your website User Account, you should seek support in the following manner:
1) Check the GlowHost forums for your answer.
Use the search feature and search for the error that you see in your web browser. Chances are, you will find something already known about, and there will be fixes available for your situation.
Anyone can post a question in an existing thread, or make a new thread. You can also post your known suggestions and fixes if you see a question that you are excited to answer for somebody. Surely they will appreciate the help.
If you don't find anything useful, find the appropriate forum and make a new thread! Someone from GlowHost or a member of the community is sure to help you.
2) Check the script vendor's support channels.
Most scripts these days offer at least a support forum similar to this one. Others will offer other support channels like knowledge base, and some even offer free or paid ticket support via the helpdesk. They wrote the script, and should be very familiar with how to fix the problem.
If the vendor suggests or requires changes to be made on the server environment (our side), in 99% of the cases we will be able to make those changes for you, or will be able to offer you suggestions or an alternative form of hosting which may work for you.
3) Google it!
Often forgotten is to simply run a search on your favorite search engine. Many times the answer can be found this way.
4) Support Tickets
If you cannot find your answers on the vendor's website, in our forums, or from a simple google search of the error message, then feel free to open a ticket at our helpdesk. Please keep in mind the points above and remember that GlowHost does not write any software, scripts, or applications that you might be having difficulties with, so our support responses in some cases may be limited.
However, GlowHost is a very customer-centric company, and we do promise that we will do our very best to research your issue with you, and try to find answers to your specific problem, even if it is related to 3rd party software. Just please keep in mind the limitations and try not to abuse the privilege (or us!) if we ask you to obtain vendor support for a specific issue.
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