DV Hosting Support Policy and Processes

Dedicated Virtual (DV) Hosting Support

Our Technical Support staff is dedicated to providing you with responsive, professional assistance so you can manage your Dedicated Virtual (DV) server effectively.

Supported

• Installation We will create an instance on a physical server with an associated IP address; this includes ensuring the IP address is responsive and accessible from Internet carriers.
• Hardware We monitor and maintain all aspects of the server hardware and replace any faulty hardware as soon as possible.

Customer Responsibility

• Product Education and Administration To manage your DV hosting, you should have a general understanding of DNS, email, FTP and system administration. A complete administrative guide for your DV hosting is also available for reference. If you require assistance in one of the above referenced areas, we do provide Education and Administration DV Support on a for fee basis. Service charges ($75/hour) will be quoted in advance and payable in advance via credit card. Education and Administration examples include, but are not limited to, assistance with a script, system administration, system or application instruction, and system setup or configuration.
• Configuration of Common Services You are responsible for configuration of Plesk, cPanel/WHM and Virtuozzo.
• Backups You are responsible for maintaining a current backup of all important data.
• Other You are responsible for administration of DNS/domain names, domain name changes, scripts and applications.

Plesk and cPanel/WHM

Supported

• Installation Your DV will come provisioned with Plesk or cPanel/WHM. At installation, Plesk or cPanel/WHM will be fully functional.
• Licensing We will ensure the Plesk or cPanel/WHM and Virtuozzo licenses associated with your server are up-to-date and operational. In the event your license becomes invalid, we will reinstate your license as soon as possible.

Customer Responsibility

• Product Features and Use You are responsible for understanding Plesk and cPanel/WHM software features and documentation. Client configuration, domains and users are also your responsibility. A complete administrative guide for your Plesk or cPanel/WHM and Virtuozzo is available for your reference.
• Plug-ins All installation and administration of third-party plug-ins for Plesk or cPanel/WHM is your responsibility.
• Configuration We will do our best to provide you with the necessary information to complete the basic setup of email clients, FTP, and SSL configuration. Advanced configuration or troubleshooting of these services is your responsibility.
• Application Vault / Power Pack Installation and configuration of any applications provided with Plesk’s Power Pack and application vault are your responsibility.

Optional Dedicated Virtual (DV) Support (Fee Based)

Optional Support services are charged on a per incident or per quote basis for educational or administrative requests. Service charges ($75/hour) will be quoted in advance and payable in advance via credit card. Education and Administration examples include, but are not limited to, assistance with a script, system administration, system or application instruction, and system setup or configuration.

Paid support incidents expire 30 days after purchase date. We request you only purchase credits for support on an as needed basis. In the even the credit is not used within 30 days, the fee shall be forfeited to cover administrative costs.

Per Incident Examples

• Your server becomes unavailable due to hardware or network services not exclusively under our control.
• You request assistance with an application that may have been configured incorrectly.
• Product Education and Administration.

Please be aware that changes made by our technicians are made on an as-is, no warranty basis, and is subject to our Terms of Service. Additional changes, administration or troubleshooting will be subject to additional support fees.

You retain control and responsibility for the management of the DV system, server software and applications. Upgrades are at your option, responsibility and control.

A backup of your DV should always be performed before attempting installations, updates or modifications. In the event of a failed or aborted change that results in damage to your DV, a restoration from your backup can be performed at your discretion without incurring fees. Restoration without your own backup of your DV is not guaranteed or implied and will incur fees if you request our assistance.

Support Process

Support staff is available to answer your DV support calls. Primary support hours are from 6am - 10pm Pacific Time, Monday through Friday. 24/7 telephone support is available for critical system down issues only. After hours and weekend calls will be answered by a customer service representative who will alert the appropriate staff member, who will return your call and work the issue with you.