Initial Notification  Shared Supp. Enhancement  Dedicated Supp. Enhancement

Burlee Support Transition Frequently Asked Questions We're excited to announce several important support enhancements being implemented by Burlee's parent company, Web.com. As a valued customer, we want to make sure you take advantage of these enhancements and understand how they impact you. In an effort to assist you, we've compiled the following Frequently Asked Questions. General Support Questions What do the planned support enhancements include? How will I benefit? Working with our parent company, Web.com (www.web.com), we are able to take advantage of their support site functionality, deeper customer support infrastructure and broader technology base to bring you benefits like: Improved breadth and depth of your billing and technical support teams. Your support team just got three times bigger. A more robust support site environment with centralized access to billing, support and knowledge base resources. For example, you'll now be able to use our online Support Site to view/update your account profile, contact information, payment method, etc. Access to our 24/7 online support ticketing system, including ticketing history, neither of which are available today with Burlee's e-mail support system. Expanded phone support from 12 hours per day to 24 hours per day, every day of the year. Reseller access to the robust benefits of Web.com's reseller program, including a customized reseller support portal, volume discounts, a monthly newsletter, and more. What changes can I expect from this transition? How does Web.com support work? We're enhancing your support by expanding on Burlee strengths, adding the broader service and support infrastructure now offered by Web.com. Although the way you access your online support resources will change, most of the functionality you use today will be available in your new support environment. In addition, your products, features, and pricing for your current accounts will remain the same for the foreseeable future. Other improvements will include an online ticketing system, centralized access to billing, support and knowledgebase resources, online account profiles and billing management functionality, and access to Web.com's broader range of products and services. Important changes to note: After this transition is complete, you will access support via Web.com's online Support Site. In addition, we'll provide you with a new support telephone number. When calling phone support, you will now hear a greeting from "Web.com'. Rest assured, you will continue to receive the highest quality support and service possible from experts trained on the Burlee products and services. You will be asked for authentication to access some Support Site features. You will be provided with a user name and secret word via e-mail in mid-April. With this authentication step, we're able to provide a higher degree of personalized information to you online in a secure environment. We encourage customers to use our online ticketing system for support inquiries. In contrast to today's e-mail support requests, this online ticketing system allows more efficient management of your requests, and provides you with access to your ticketing history via our Support Site going forward. After this support transition, we will still support your current Web site, its hosting plan and price, and you will still be able to purchase add-ons for it. However, at that time, you will not be able to purchase new Burlee Web hosting plans. For incremental Web hosting accounts, you'll be able to purchase a Web hosting plan from Web.com's broader product portfolio, which has Shared and Dedicated products comparable to your current experience. Any payments sent via postal mail will need to be sent to a new address: Web.com., P.O. Box 406980, Atlanta, GA 30384-6980 With this transition, will I lose any of the support or product features I get today? Service: You will continue to receive the highest quality support and service possible from experts trained on the Burlee products and services. The functionality you have on the Burlee Support Site today will be available in large part via the Web.com Support Site. In addition, we'll be able to expand your support resources, providing a more robust online support experience, as well as offering you improved access to overall technical support. Products: Your current products and their pricing will not change for the foreseeable future. After this transition is complete, we will still support your current Web site, its hosting plan and price, and you will still be able to purchase add-ons for it. However, at that time, you will not be able to purchase new Burlee Web hosting plans. For incremental Web hosting accounts, you'll be able to purchase a Web hosting plan from Web.com's broader product portfolio, which has Shared and Dedicated products comparable to your current experience. How do I get to the knowledge base that is available today via the Burlee support site? Your knowledge base for Burlee products will still be available once you transition to the Web.com Support Site via Web.com's Answer Center. To access this information, just visit http://64.226.3.32/?cid=1018&c=12&cpc=WnyQDCP53qMt523S1NA631wvrR4UxgK6fu2ylkXWR. How will I access these new support resources? Now that the 4/15 support enhancements are complete, you'll begin to use a new support site address (http://support.web.com). With this transition, online and telephone support channels will be directed to the new Web.com/Burlee support infrastructure. You will be asked for authentication to access some Support Site features. You will be provided with a user name and password via e-mail in mid-April. With this authentication step, we're able to provide a higher degree of personalized information to you online in a secure environment. Please note that the first time you log on to our Support Site, you will be prompted to accept Web.com's Terms of Service. While the Web.com Terms of Service are similar to Burlee's current Terms of Service, we want to make sure that you aware of the contractual agreement supporting your Web hosting services. We encourage our customers to use our online ticketing system for support inquiries. In contrast to today's e-mail support requests, this online ticketing system allows more efficient management of your requests, and provides you with access to your ticketing history via our Support Site. In early May, we'll ask customers to begin using the online ticketing system full-time rather than the e-mail support channel provided today. Product and Server Questions Can I still purchase products and services? If so, how do I do this? Your current products and their pricing will not change for the foreseeable future. You'll still be able to purchase add-ons products and services for your current Web hosting accounts. However, after this transition, additional Burlee Web hosting plans will no longer be available for purchase. Rest assured that when you want to upgrade or buy an additional Web hosting account, Web.com's broader product portfolio offers comparable Shared and Dedicated products, in many cases with enhanced functionality (e.g., control panel access). To make these purchases after mid-April, simply contact Web.com Sales via phone, and we'll be happy to assist you. Will there be any impact to my Web hosting server uptime with this support enhancement transition? Will I experience any service disruptions to my Web server or e-mail? Your Web server performance should not be affected by this support transition. During our Burlee server centralization effort, our customers did experience some planned maintenance downtime for their Web sites and e-mail. Customers were notified in advance of these planned outages. We do not expect any additional service disruptions as a result of these support enhancements. Are you changing what you will allow on servers? No. Burlee will continue to operate the same as it has in the past, so you may continue to use your Web hosting plan in same manner as you do today. Reseller Program Questions As a Reseller, how will these changes affect me? You will be pleased to know that your Reseller benefits have just been significantly improved. Not only will you continue to receive the same discounts on all your current resold Burlee accounts, but you will now be able to take part in Web.com's Reseller program when reselling new accounts. You'll enjoy benefits such as competitive discounts, a dedicated account manager and a unique Reseller support portal. As a Burlee Reseller, you are automatically enrolled in the Web.com Reseller program and can take advantage of Web.com's robust Reseller program as soon as you accept the programs terms of service. (You will be prompted to review an updated terms of service when you first log into the Web.com support site after the support transition is completed.) For more information, please visit: http://www.web.com/about/programs/reseller/?path=partnerresller. Program highlights include: Customized reseller support portal: iPACT Web.com's Partner Advantage Centralized Tool center (iPACT) will provide you with the product knowledge and expertise you need to succeed. You can obtain sales and marketing tools for all Web.com products and plans within iPACT 24-hours a day, seven days a week, 365-days a year. For a quick tour of iPACT, just visit: http://www.web.com/about/programs/reseller/business/ Referral Program For qualified leads that meet the referral program terms, you will receive $50 for a new Shared customer and $150 for a new Dedicated customer. All customers are eligible to take advantage of this program. Monthly Reseller Newsletter You will receive our monthly newsletter e-mail, "Business Catalyst Bulletin', with updates on the latest revenue opportunities, promotions and product updates. Pricing and Billing Questions Will my pricing change? Your existing pricing and the pricing of any of your resold/partner accounts will be honored for the foreseeable future, as long as you remain a client in good standing. What changes can I expect to my bill? Your current price, billing amounts and payment method will remain the same for the foreseeable future. Payment by mail Customers: For our customers who pay by via postal mail, please remit your checks to the following new address: Web.com. P.O. Box 406980 Atlanta, GA 30384-6980 We will also remind you in your next electronic invoice. It will be important to update your records with this new information. Credit Card Invoice Notification: Please note that the invoice notification process for credit card customers will change. It is not Web.com's policy to send invoice notification. Any invoice charges against your credit card will be viewable via the Support Site on the day the charge is posted. In addition, information on upcoming invoices may be requested via an online ticket. Month-to-Month Credit Card Payment: At Web.com, we encourage our customers to convert their prepaid contracts to month-to-month payments via credit card. Soon after these support enhancements are implemented, you'll be notified during your next billing cycle about making this change. Web.com customers find that the shift to month-to-month credit card payments benefits them with added flexibility, lower payments and better cash flow management. For customers who received a pre-pay discount prior to this transition, we will continue to honor your current pricing, even with this conversion to month-to-month billing. Does my contract or "terms of service" change with this transition? The current Burlee terms of service, and other policies (e.g. the Privacy Policy) are very similar to Web.com's. While the Web.com Terms of Service are similar to Burlee's current Terms of Service,, we want to make sure that you are aware of the contractual agreement supporting your Web hosting services. When you first log onto the Web.com support site, we'll provide you with a link to the new Terms of Service and ask you to review and accept them. Other Web.com Background & Contact Information Does Web.com offer a referral program? How is this different from Burlee's referral program? Web.com's referral program includes both Shared and Dedicated customer referral credits. Burlee and Web.com qualifying customers receive a $50 credit for each new qualified Shared customer and a $150 credit for each new qualified Dedicated customer. In contrast to Burlee's current program, customers "enroll" in this program with each new referral they send to Web.com. As we transition out of Burlee's current referral program, please be assured that we will send you payment for all outstanding commissions in late April or early May. Who should I contact for billing and service questions? With the 4/15 enhancement complete, you will begin to use new telephone numbers for your phone support. Shared customers should begin using 1-800-WebHost. Dedicated customers should begin using 1-800-932-4678. However, don't worry if you forget the number, we'll redirect you to the Web.com number for the first 30 days. In addition, you'll begin using the Web.com online support resources at http://support.web.com. You'll be asked for authentication for access to many of these online support resources. You should have received a domain name/secret word in an email on 4/15. If you did not receive this information, please just click on the "Forgot your password?" link at http://support.web.com. Please note that we ask you to use the new online support resources at http://support.web.com rather than the email support channel of support@burlee.com as we work to phase out this email support channel in the next 30- days. Using our online ticketing system will help us respond to your needs more quickly, and provide you with the ability to see your historical ticketing activity in one convenient location on the Web.com Support Site. Can you tell me a little more about Web.com? When did they purchase Burlee? Headquartered in Atlanta, Georgia, Web.com. (www.web.com) is the leading provider of business-class Web hosting solutions. Web.com purchased Burlee in May 2002 to leverage both companies" similar focus on small and medium business Web hosting needs. Web.com offers 24/7 customer support and a broad portfolio of standardized Web hosting, e-commerce and application hosting services, from basic Web sites to managed dedicated hosting solutions.