Task |
Fee |
Comments |
| 7x24 Online and Phone Support |
free |
Our ticketing systems assist us and our customers track their requests and assists us in providing you with outstanding support. In addition, our customer service representatives are available by phone for escalating emergency requests. Refer to our 7x24 Support information below for accessing the support desk and contact numbers. |
| Troubleshoot |
free |
We'll troubleshoot anything that you have a problem with. If we encounter something that may be a problem on your end or if it will involve fee-based support, we'll contact you to let you know. |
| Operating Systems and Control Panel |
free |
Standard installation of OS and Control Panel software and included services, such as Apache, POP3, SMTP, Bind, MySQL, FTP, SSH and SSL are fully supported. Customizations to standard configurations may require fee-based support. HSPc and Plesk7 is licensed by SWsoft. In the event we find a problem with the software that we cannot fix, we will open a ticket with SWsoft and track resolution. |
| Standard Patches |
free automatic,
can opt out |
Software updates and patches can be set to automatically update on your server. You can also opt out of automatic updates and do them manually through your server management interface, e.g. cPanel WHM, Plesk or HSPcomplete Dashboard. |
| Kernel Updates |
free |
We will perform kernel updates on your server. Once we do the update, you will be notified to reboot your server to activate the new kernel. |
| Reinstallation of your System |
1st event free |
If you need your system to be re-installed, we will perform the first instance free of charge. Please let the technicians know if you need your data preserved. After the first instance, standard support rates will apply. |
| 3rd Party Software included with your plan(s) |
server side free |
Many scripts included with your plans are freeware or commercial applications not supported by the control panel vendor. We will ensure server configuration is correct and do initial trouble shooting. Our technicians will refer you to appropriate resources for support, e.g. software vendor, support forums, etc. Also see Script debugging below. |
| Other 3rd party scripts / unsupported software |
fee-based |
Our technicians can install most common applications and scripts upon request for our standard support rate. You will need to provide appropriate licenses as required. |
| Upgrade Moves |
from VPS - free
from Shared - may be fee-based-contact sales
|
Upgrades from VPSes or Dedicated Server upgrades are free unless there are configuration changes that impact the move process. Moves from Shared servers may be fee based. Contact Sales for more information. |
| Off Network Moves / Migrations |
fee-based |
Our technicians will be happy to assist you in moving your account(s) from another provider for our Standard support rate. |
| Scripts Debugging |
fee-based |
Our technicians will attempt to debug 3rd party scripts upon request for our Standard support rate. |
| Security Audits |
fee-based |
Our technicians will complete a security audit on your system upon request for our Complex support rates. |
| Compromised Server recovery |
fee-based |
Our technicians will restore your server if compromised for our Complex support rates. |
| System Recovery due to hardware failure |
free |
In the event your server experiences catastrophic failure, our technicians will replace your hardware and/or server to get it back online as soon as possible. If a backup is available, they will restore it for you. Note: Depending on the amount of data on your system, this can take several hours. If your data is mission critical, we recommend investing in a RAID configured system for hard drive redundancy. |
| Server Level Ping Monitoring |
free |
Our monitoring systems pings your server every 5 minutes. If it does not respond within 5 minutes, our technicians will reboot your server to bring it back online. |
| Basic Service Monitoring |
free |
Most services can be set to automatically restart if they stop running. This can be turned on/off in your control panel Dashboard. Our monitoring system will monitor 8 ports/services. If they do not respond within 5 minutes, a notification will be sent to the e-mail provided during signup. We can change the contact email address to another email address/text pager upon request. The following 8 services/ports are included (adding additional ports is fee-based). Refer to the add-ons section for your package for pricing. HTTP, HTTPS, POP3, SMTP, SSH, Bind, MySQL, FTP and SSH. |
Domain Registrations
