All Cloud VPS/Servers under "Semi Managed" service level will include management of below services ONLY:
➔ Initial Setup (Server Provisioning) with available OS Templates
➔ Troubleshooting Host Server Network Issues
➔ Reverse DNS Setup
➔ Automatic Weekly Backups
Any other configuration, setup and day to day management issues should be handled directly by customer and it is not covered under "Semi Managed" service level. In case you would like us to look into such kind of server issues (not mentioned above), this will be charged at $40/hr. Basically, any issue that is not mentioned above and/or it requires us to login to customer's server will be charged under custom support. Any application level issues will be separately quoted based upon the task type.
Furthermore, all third party software specific support is to be obtained directly from the relevant software vendor by VPS customer. Below links will be helpful for the same:
Parallels Plesk: http://www.parallels.com/products/plesk/