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11 September 2012 11:32 PM
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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
|
∅
|
3 Basic Issues **
(Up to 3 Hours Total)
|
Unlimited Issues
|
| 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
|
∅
|
∅
|
√
|
| 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* Not applicable for AWS/Azure servers as backups needs 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 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 maximum 3 hours - for any additional support, it will be available at $50/hr (for Virtual Servers) 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 of scripts / software code (our techs are expert 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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