You are provided 'root' level access to your server environment. Because 'root' access is included with your server environment, we encourage our customers to allow only experienced systems administrators to access their servers at the root level. Our Control Panels provides easy to use tools for the less experienced administrator. However, customers will have the ability to delete key files within the control panel dashboard. We ask that you check with our technical staff before deleting/changing default settings and files if you are unsure of the results.
Web HSP and the customer will have responsibilities associated with managing the server as listed below:
The following is a list of support tasks that are included or fee-based. If you have a support request that is not included on this list, please open a support ticket and our technicians will evaluate your request and determine if it is fee-based.
The following is a list of support tasks that are included or fee-based. If you have a support request that is not included on this list, please open a support ticket and our technicians will evaluate your request and determine if it is fee-based.
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. |
| 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, and SSH are fully supported. Customizations to standard configurations may require fee-based support. HSPc and Plesk7 is licensed by SWsoft. cPanel is licensed by cPanel. In the event we find a problem with the software that we cannot fix, we will open a ticket with the appropriate vendor and track resolution. |
| Standard Patches |
free automatic,
can opt out |
Software updates and patches are set to automatically update on your server. You can also opt out of automatic updates and do them manually through your control panel dashboard or server management interface (WHM for cPanel). |
| Kernel Updates |
free |
We will perform kernel updates on your server. Kernel updates require a server reboot. Server Maintenance is done approximately once a month unless there is an urgent security update. You will be notified of our maintenance windows. |
| 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. 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 |
free |
Upgrades within our product lines are easy and can usually be done through your control panel Dashboard. When upgrading to/from one of our other plans, our technicians will move your accounts/data free of charge. |
| 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. |
| 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 |
Our monitoring system will monitor 8 ports/services. If they do not respond within 5 minutes, a notification will be sent to the technical contact on your account. We can change this contact email address to another email address/ text pager upon request. The following 8 services/ports are included (adding additional ports is fee-based): HTTP, HTTPS, POP3, SMTP, SSH, Bind, MySQL, FTP and SSH. |
Domain Registrations
