Standard Support Services are included with every server free of charge and
is based on hardware, bandwidth and Operating System. Billing related inquiries
are also handled under our standard support services.
Our Configuration Support Service is designed for clients that require
assistance configuring and troubleshooting the server installed applications.
Standard Support Service Option:
All of our hosting solutions carry standard support services which are
available free of charge.
* Online
support is available 24 X 7 X 365 via email and the
Online Trouble Ticket System.
* Phone support is available 9AM to 8PM
EDT, 7 days a week.
*
Standard support requests should be submitted
via email and / or the Online Trouble Ticket System.
* Billing related inquiries are handled from 10AM
to 4PM EDT, Monday through Friday, via email or phone.
* We monitor power, bandwidth, http/smtp response
on all customer servers on a 5 minute interval from outside the
network.
* We identify and
block DoS (Denial of Service) attacks.
* We notify when patches that may apply
need to be installed, however we are not responsible for installing and
maintaining the patches on the servers.
* It is however a requirement of our
NETWORK POLICY that all machines
need to be secure and patched regularly.
*
Hardware upgrades must be scheduled at least 2 days in advance.
* When requesting
support that requires us to login to a server, it is the customer's
responsibility to provide updated login information.
* Network connectivity from the
customer’s server to our backbone providers.
* Support for DNS management via
our DNS Servers.
We are NOT be responsible for the following:
* Customer coding
issues.
* 3rd party
software installed by the customer.
* OS or software problems caused by bugs or
patches.
* Virus or worm infections. Virus
protection / removal is the customer’s sole responsibility.
* Ongoing server
management.
*
Ongoing creation of domains or web sites.
* Configuration beyond the basic
functionality of installed applications.
*
Troubleshooting customized
applications.
Pay-per-incident Support:
Additional
trouble tickets can be purchased beyond your server’s
included support services. These Support tickets may be purchased individually
or in bulk. They are non-refundable and non-transferable when purchased in
advance.
Support Trouble tickets can be used for non-standard support
issues such as:
* OS software
patches
*
General server configuration
* Web server configuration
* Mail server
configuration
*
FTP server configuration
* DNS server configuration
* Firewall and IDS Configuaration
* User
management
*
Troubleshooting of installed applications or basic server
functionality
*
Setup of up to 3 domains or web sites
per trouble ticket
