Below is a comparison of features available across different server management levels:
| Feature | Self-Managed | Basic Managed | Fully Managed |
|---|---|---|---|
| 100% Power & Cooling Uptime | ✅ | ✅ | ✅ |
| 4 Hour Hardware Replacement | ✅ | ✅ | ✅ |
| IP Addition to Server | ✅ | ✅ | ✅ |
| Server Reboot | ✅ | ✅ | ✅ |
| Basic Monitoring (SNMP / Ping) | ✅ | ✅ | ✅ |
| Network Issue Troubleshooting | ✅ | ✅ | ✅ |
| 24/7 Onsite Personnel | ✅ | ✅ | ✅ |
| Disaster Recovery Backups (Virtual Servers Only) | ❌ | ✅* | ✅* |
| 24/7 Technical Support | Helpdesk/Email Only | Helpdesk/Email Only | Helpdesk/Email + Live Chat + Emergency Phone |
| Base OS Reinstalls | ❌ | 1 Included | Unlimited |
| System/Server Admin Support | ❌ | 3 Basic Issues** (Up to 3 Hours) | Unlimited |
| Daily Backups / Snapshots | ❌ | ❌ | Included (40GB VPS / 80GB Dedicated) |
| Advanced Server Monitoring (HTTP/SMTP/SQL) | ❌ | ❌ | ✅ |
| Supported & 3rd Party Software Installation | ❌ | ❌ | ✅ |
| Best-effort Support for Unsupported Software | ❌ | ❌ | ✅ |
| Proactive Response to Service Outages | ❌ | ❌ | ✅ |
| Log Analysis | ❌ | ❌ | ✅ |
| OS Updates & Patch Management | ❌ | ❌ | ✅ |
| Server Security & Firewall Management | ❌ | ❌ | ✅ |
| On-Demand PCI Compliance Testing | ❌ | ❌ | ✅ |
| On-Demand Antivirus Protection | ❌ | ❌ | ✅ |
| Server Security Recommendations | ❌ | ❌ | ✅ |
* Disaster Recovery Backups:
Not applicable for AWS/Azure servers. These backups are only included for virtual machines in Denver, Chicago, London & UK (Hyper-V). On-demand VPS restores under Basic Managed plans are $100 per incident (free for Fully Managed). Restores due to host issues are free.
** System/Server Admin Support Limits:
Basic Managed plans include up to 3 basic issues per billing month or 3 hours, whichever comes first. Additional support is billed at:
$50/hr for Virtual Servers
$75/hr for Dedicated Servers
Self-Managed plans include infrastructure and network uptime. No support, configuration, or login-based tasks are included. All requests requiring access to the server are billed:
$50/hr for Virtual Servers
$75/hr for Dedicated Servers
Support is limited to server and network configuration. For issues specific to applications (e.g., WordPress, Joomla, SmarterMail, Exchange), we offer best-effort support. Any code-level or app-specific issues should be addressed by the developer or vendor.
If server issues arise due to misconfiguration on the customer's end, support will be billed at the standard hourly rate, as these fall outside of the included support scope.
If a customer repeatedly requests tasks like reloads, reconfigurations, or other extensive support, and it results in excessive workload, we reserve the right to apply custom hourly support rates:
$50/hr for VPS
$100/hr for Dedicated Servers
