Knowledgebase:
Managed Server Services Details
Posted by Ruchir Shastri, Last modified by Ruchir Shastri on 18 December 2016 09:34 PM

All of our server services (Virtual Private Server, Cloud VPS & Dedicated Servers) will be provided with Basic Managed Service level. Fully Managed Services will be available as an option. Below matrix will provide you with detailed information on included / excluded services for each management level:

Features

Self Managed

Basic Managed

Fully Managed

100% Power & Cooling Uptime
4 Hour Hardware Replacement
Adding IP to the server
Reboot Server
Basic Monitoring (SNMP / Ping)
Troubleshooting Network Issues
24/7 Onsite Personnel
Disaster Recovery Backups (Virtual Servers Only) √ *
24/7 Technical Support Helpdesk/Email Support Only
Helpdesk/Email Support Only Helpdesk/Email + Live Chat + Emergency Phone
Base OS Reinstalls
1 Included Unlimited Reinstalls
System/Server Administration Support
1 Basic Issue **
(Up to 1 Hour Total)
Unlimited Issues
Daily R1Soft Backups (6 Days Retention) Included
(40GB [VPS] & 80GB [Dedicated]
Advanced Server Monitoring (HTTP/SMTP/SQL Services)
Installation of Supported & 3rd Party Software
(Web Server / Database / Mail Server / Control Panel / Etc.)
Best-effort support on Unsupported Software/Application Configuration
Proactive Response To Service Outage
Log Analysis
Operating System Updates & Patches Application
Server Security / Firewall / IPTables Management
On-Demand PCI Compliance Testing
On-Demand Antivirus Protection
On-Demand Server Security / Improvements Recommendations

Will be available as addon

* On-Demand Restore of VPS from Disaster Recovery Backups will be charged at $100 per incident for Basic Managed VPS (no charge for fully managed). In case restoration is required due to host machine issue, there will be no charges. 

** System/Server Administration Support will be limited to 1 Basic Issue per month (service billing cycle month) and up to maximum 1 hour will be spent on given issue - for any additional support, it will be available at $50/hr (for VPS) and $75/hr (for Dedicated). Basic issues includes standard software installation/configuration only (Included software / services in basic issues are WebsitePanel, cPanel/WHM, Plesk, SmarterMail, MailEnable, Webserver, FTP, DNS, Databases - SQL Server / mySQL only).

Script / Code / Application Support - We have limited knowledge script / software code (our techs are expect at server & network management) and hence, these issues will be required to be addressed directly with the developer. In case of application specific issues (like wordpress / sitefinity / umbraco / joomla / smartermail / exchange / etc.), we will provide best effort support with regards to server configuration. However, if there are issues internal to the application, these will be required to be addressed directly with the vendor.

Issues caused due to customer misconfiguration - We reserve the rights to charge support on per hour basis if server issues have been caused due to customer misconfiguration and these will be considered outside of free support.

Abusing our managed support - In case we find that the customer is abusing our managed support by requesting repeated changes / reloads / etc. causing excessive amount of work, we reserve the right to charge for additional support under custom support charge of $50/hr for VPS and $100/hr for Dedicated Servers.

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