Please find below a comparison with detailed information on what is included/excluded at each management level:
|100% Power & Cooling Uptime||√||√||√|
|4 Hour Hardware Replacement||√||√||√|
|Adding IP to the 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||∅||3 Basic Issues **
(Up to 3 Hours Total)
|Daily Backups / Snapshots||∅||∅||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||∅||∅||√|
|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
* Not applicable for AWS/Azure servers as backups need to be purchased separately [Only included for virtual machines in Denver, Chicago, London & UK (Hyper-V)]. 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 a host machine issue, there will be no charges.
** System/Server Administration Support will be limited to 3 Basic Issues per month (service billing cycle month) and/or up to a maximum of 3 hours - for any additional support, it will be available at $50/hr (for Virtual Servers) and $75/hr (for Dedicated). Basic issues include 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).
Self-Managed Services - Self-Managed services just include infrastructure + network. No support/advice is included. Any request that requires us to log in to your server will be charged at regular custom support rates ($50/hr for virtual servers and $75/hr for dedicated servers).
Script / Code / Application Support - We have limited knowledge of scripts/software code (our techs are experts 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 right to charge support on per hourly 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 an excessive amount of work, we reserve the right to charge for additional support under a custom support charge of $50/hr for VPS and $100/hr for Dedicated Servers.