Frequently Asked Questions

What are the Site Levels?

• Level s: This is a small website designed for someone desiring a small Web Presence. (Max IUs 5)

• Level I: Sites that don't require or request a higher Level of service and don't have a dotMobi. (A basic website)(Max IUs 20)

• Level II: Sites that don't require or request a higher Level of service or sites that have more than 20 IUs. (Max IUs 30)

• Level III: Sites requiring database services or one that has more than 30 IUs. (Max IUs 100)

• Level IV: Sites requiring SSL w/wo a database or owner wants a dedicated IP address, dedicated server or a site that has more than 100 IUs. (Max IUs n/a)

• Level V:(Essentially a Level K₂-I-X. Probably an in-house development project.)

Excluding Level V a member's website will automatically move up in level if their site exceeds the maximum Infrastructure units for their current level and they will have to pay the Build-Out Fee difference.

What are Strategic & Tactical Marks?

• D: This is the Discounted Support mark. It combines with other levels e.g. Level I-D.
• E: This is the Exclusive Support mark and is purchased by the Member. It combines with other levels e.g. Level III-E.
• H: This is the Holistic Support mark. It combines with other levels e.g. Level H-II.
  A Holistic site has a dedicated support person.

• K_n: This is the Kaiser Support mark. It combines with other levels e.g. Level K_n-II.
  A Kaiser mark is normally temporary and indicates the use of additional staff during development or major re-work but could be used to indicate a full-time support person.
• M: This website doesn't meet minimum Infrastructure Units and pays Hosting & Support Fees based on the Level minimum e.g. Level II-M.
• S: This is a DBA/LLC and the owner is over 59 e.g. I-S.
• X: This website has extras that are not provided by support or in the Support Level e.g. Level I-X.

What are Domains and www.Domains (sub-Domains)?

A Domain is the name of your website (YourCompany.com). A sub-Domain is a server within your Domain (www.YourCompany.com). Normally both are setup so that people that type the www and those that don’t can see your website.

What does "Everything is Included" mean?

Think of it as having an employee. You let us know what you want and if it's in your Support Level we do it. Simply put; "You don't have to pay extra for anything done to your Website."

What does "Unlimited" mean?

• Modifications: There is no limit on the number of Level authorized changes, additions or deletions that you can have made to your website.
  1. There is an overage penalty if your utilization exceeds 200% in any three periods and your total utilization exceeds 200%.
  2. There is an overage penalty if your total utilization exceeds 500%.

• Disk space: You can have as large a site as you need (you won't face an upper limit or "ceiling"). In other words, you can have as much content as you want.

• Data transfer: There is no limit. Visitors to your web site will be able to download and view as much content from your site as they like. However, in certain circumstances, your server processing power or server memory could limit downloads from your site.

• Email storage: Unlimited email storage gives normal email account users like you an opportunity to not have to worry about hitting a storage limit. You can save your correspondence and never worry about having to delete older messages to make room for more. However, the purpose of unlimited storage isn't to provide an online storage warehouse. Email left on the server more than 14 days is deleted.

How long am I Supported?

• Your support lasts as long as you want it. Hosting & Support fees are billed monthly, in advance, and by paying your Hosting & Support fee your support is renewed for one month.
• By not paying your Hosting & Support Fee you are requesting immediate support termination.

Can TwClark terminate my Support?

• TwClark may terminate your Email service, without notice, in the event your account is suspected of SPAMMING.
• TwClark may terminate you Support with 30 days prior notice. If TwClark terminates your support within 1 year of signing up your Build-Out Fee will be refunded at the rate of 8.334% for each full month short of 1 year of support.

Is there a penalty for terminating my support?

No. (If your current utilization is over 100% you will have to pay any overage.)

Will my Hosting & Support Fee ever change?

Yes. Hosting & Support Fees may/will change:

• On your anniversary (May increase, decrease or stay the same)
• When your Level changes (May increase or decrease)
• When your utilization exceeds 200% in any 3 (three) periods and your total utilization exceeds 200% (Fees will double or you can pay the overage rate.)
• When your total utilization exceeds 500% (Fees will triple or you can pay the overage rate.)

What are Infrastructure Units?

Infrastructure Units are files or resources that make your website work. An example is the Home Page file. They consist of:

• Developer/Programmers - Time people spend Developing/Supporting the site.
• Programs - ASP Files (These are programs for your pages and/or server side functionality e.g. "HomePage.asp")
• Include Files (These are files that become part of different pages e.g. the copyright for your site "Copyright.inc")
• Java Scripts (These are files sent to the Client {IE, Netscape, etc.} for Client side functionality e.g. "Snow.js")
• Visual Basic Files (Programs that make the site work e.g. sending email from the site or uploading documents)
• Application Files (Server Scripts needed by your application e.g. "Global.asa")
• HTML Files (Simple, static Website pages e.g. "Index.html Default.htm")
• Image Files - Counts as an IU if it's a catalogue item. (Image files e.g. ".gif, .jpg, .png, .wmv, .mov, etc.")
• Miscellaneous Files - Application files like (Word/.doc, Power Point/.ppt, Adobe/.pdf, etc.)
• Email Boxes - An email box is required for each email address you have.
• Processor (When a dedicated server is needed)
• Database Files (Files that contain your database information e.g. Your Inventory, Customers, Orders, etc.)
• Certificates (A file that contains your certificate for secure pages e.g. HTTPS://MyFirstSite/Login)
• IP: (A unique Internet address needed when you have a dedicated server or a secure site e.g. HTTPS://)

How do you know my Utilization?

When you contract for a support plan your Utilization is set to 1 (one).  Over time we log your support activity and your next year's support is based on that.

What is the Over Utilization (Overage) Rate?

The current overage rate is $79.00 per hour.

What is covered by my Support?

• All Level authorized changes, additions and deletions to your Website.
• Website Design Services
• Search Engine Optimization
• Meta Tags & Keywords
• Website Hosting
• Website Graphics
• Email Service
• Health Checks
• Domain Name (Fee Reimbursed)
• Database Services (Level III and above)
• SSL Certificates (Level IV service) (Fee Reimbursed)
• Dedicated Server (Level IV service & requires a setup fee)
• Dedicated IP address (Level IV service)

How are SSL and Domain Costs Paid?

We pay the cost of your SSL Certificate and Your Domain Name then bill your account.

What is NOT covered by my Support?

The most common expense that is not covered is required license fees for 3^rd party copyrighted materials. On occasion you may have to pay out-of-pocket expenses; however, these must be pre-approved first. Any out-of- Level service. e.g. SSL Certificates are not covered or available for a Level III or lower website

Do I get the code in my site?

Yes. You receive an unlimited, non-exclusive license for code and/or the licensed rights to 3^rd party code.

Do I get the images created for my site?

Yes. You also receive the licensed rights for any Stock Photography provided by TwClark.

When does any work-in-progress stop?

Anything being worked on will terminate as soon as your support expires.

When will Support expire?

Support expires on the last day of the month at 11:59 PM (GMT).

Can I hire a TwClark employee?

No. A customer agrees NOT to hire a TwClark employee while on support or for a period of two years after their support is terminated. If a member hires or contracts directly or indirectly with an employee or ex-employee within that timeframe they agree to pay TwClark the sum of $120,000.

How do I request a change or get support?

Call TwClark at or send an email.

Last Updated 5/2/2010