1) What support do I get with Premium VPS?
Ans: Premium VPS' are Self Managed VPS (unless a Fully Managed addon is purchased) where support is limited to host machine hardware or host machine network issue. The customer is expected to perform all tasks within the VPS along with fixing them. If you need any of the tasks to be performed by our team or if you need advice/steps for any of the tasks, this is covered under custom support at $40/hr. Any task that requires us to log in to your VPS is chargeable at $40/hr (except for a Fully managed addon).
2) I've mis-configured the firewall and locked myself out and cannot connect to the server via RDP. What should I do?
Ans: You will need to contact our technical support department regarding this along with the username/password of your VPS so that we will disable your firewall.
3) What software is pre-installed in Premium VPS?
Ans: For all non-bare OS, the server will have Web Server (IIS), FTP Server (MS FTP), DNS Server (MS DNS), Mail Server (SmarterMail), Stats Server (SmarterStats), Firewall (MS Firewall) installed/configured on your server.
4) How can I view the bandwidth consumption of my VPS?
Ans: This can be done by following the steps mentioned here.
-
https://help.softsyshosting.com/en/knowledgebase/article/how-to-view-bandwidth-usage-graphs-of-vpsdedicated-server
5) Is my VPS backed up regularly?
Ans: Yes, all Premium VPS' are backed up weekly for disaster recovery purposes. You can find details about this Here.
-
https://help.softsyshosting.com/en/knowledgebase/article/data-backup
6) What happens if the hard drive of the host machine crashes?
Ans: We have a RAID 10 configuration of HDDs in the host machine whereby we will be able to hot-swap failed HDD with a good one without losing any data. However, in case of an unforeseen event of an entire RAID array crash, we will need to set up a fresh server and restore VPS' from available weekly backups. For Fully managed customers/customers with the daily backup addon, we'll restore from the latest available daily backups.
7) How can I re-load OS in my VPS?
Ans: You will need to contact our support team for this and this will be covered under VPS Recreation Addon at $20/incident.
8) Is there any control panel installed in VPS?
Ans: No, there is no control panel installed in VPS and you will need to install it yourself or we can provide professional installation/configuration of WebsitePanel at a one-time charge of $49.
9) My server is responding slowly. What should I do?
Ans: Slow response is mainly caused due to resource contention (low RAM / CPU) and you will need to analyze your resource usage on the server. If you need our assistance in analyzing and advising, you can contact your local sysadmin for assistance. If needed, you can also contact our support department and we'll investigate this under custom support.
10) What is handled in Fully Managed Services?
Ans: We handle all day-to-day management tasks along with providing our expert advice for any of your server-related queries. This also includes 40GB of daily backups of your server. You can find complete details of the Fully Managed Service Level Here.
