We believe our customers deserve the highest level of service. Our Secure Cloud Servers are a managed product that includes access to our 24/7 phone and helpdesk support systems. Below is an “at a glance” breakdown on what we manage and what you are responsible for.
This list is only a guide – our support team is available anytime to answer your questions or lend a hand. If you need help – ask!
We Manage
You Manage
Plesk, OS support & security updates
We maintain the security and stability of the operating system as originally provisioned. We apply security fixes automatically when available, including the Plesk control panel and applications included with your server. This ensures the most stability, with the least amount of disruption to your server.
Basic server administration
We provide support for the software included with your server in its original state. We monitor availability of basic services included with your server: email, web server, SSH and control panel access, as well as basic resource utilization: CPU, memory and disk space.
Hardware maintenance & replacement
We maintain all aspects of the hardware that powers your virtual server. Any hardware-related issues that arise will be addressed without your intervention. We use best-in-class Dell PowerEdge servers and maintain an inventory of replacement components to ensure that faulty hardware will be replaced in a timely manner.
Monitoring & maintaining network uptime
We use best-in-class Cisco equipment and maintain all aspects of the network that your server utilizes. This includes all the bandwidth and networking equipment under our control. Note: this support does not extend to the public Internet where you or your visitors are accessing your server.
Server backups
We take daily backup snapshots of your virtual server and retain them for 2 weeks. This happens during non-peak hours and designed to have minimal impact on your server performance.
Custom application support
Although we apply security fixes to your server operating system, we don’t support the software that wasn’t installed on the server when it was originally provisioned. If you install any additional software, you will be responsible for configuring and updating it, along with troubleshooting any conflicts that it may cause.
Advanced server administration
You will be expected to troubleshoot and resolve issues when more advanced server administration is required. Example: if the Apache web server begins to crash under heavy load as a result of misconfiguration, you will be responsible for resolving this issue.
User script errors
You will be responsible for supporting any script errors generated by any of the web-based applications you install on your server. For example: if you run Joomla and encounter error messages after installing a component, you will be responsible for troubleshooting these errors.
Web application design & compatibility
We do not troubleshoot any issues related to compatibility of your web-based applications with different browsers and operating systems. Example: if your web site layout is not displayed correctly in the new version of Internet Explorer, you will be responsible for fixing it.
Desktop & workstation support
We do not provide any support for any desktop and network equipment that is not under our control. For example: if your office network has a firewall that requires additional configuration in order for you to access your server, you will be responsible for configuring it.