As part of your dedicated/virtual dedicated hosting service, our technical support staff is available to assist you in investigating or resolving technical issues in relation to your dedicated/virtual dedicated server. Basic technical support is included with your account, but for a number of issues technical support will incur a fee.
Please see below for explanations of the technical support availability for your account.
Included Support:
If the source of the technical problem you are experiencing lies within systems or technology under our exclusive management, no charge will apply.
Examples of supported technical problems:
Your server becomes unreachable due to a network failure within our facility.
Your server becomes unreachable due to a hardware failure within our facility.
The hosting service setup process failed to complete successfully.
A root user password change request failed to resolve successfully.
Support for a Fee
Certain types of technical support are not included with your account and will incur a fee.
Fee-based technical support services would include:
Performing custom programming.
Installing or fixing scripts you've written.
Installing or fixing third-party software.
Software setup or configuration.
System administration.
Specific examples:
You wish us to install a third-party script on your dedicated/virtual dedicated server.
You wish us to fix your script, which failed because of a programming or syntax error.
You request that we repair an application that you may have mistakenly mis-configured.
Managed Services - The following services are included with all dedicated server plans:
24/7/365 response to automatic paging notification when the dedicated server is down (ICMP monitoring)
Hardware maintenance
Operating system software, application server software, and database server software maintenance (contact us for list of supported software)
Full conrol panels allowing you to administer all aspects of server (root access via SSH is also included)
Monitoring CPU, disk and memory usage
Large data transfer allowance, with low prices for overages
Large allowance for data backup, performed daily with a minimum of seven (7) days retention
Custom firewall rules, configurable by you
Superior eMail services
Responsive phone and chat technical support
Services offered at a nominal monthly fee:
24/7/365 monitoring (web page or protocol) and proactive notification to customer when the web page or protocol is down
24/7/365 emergency support
Our support staff will let you know if a fee will be required, and, if applicable, provide you with a quote.
