Support
All of our dedicated / hosting solutions carry standard support services which are available free of charge. These support services are handled by our knowledgeable and courteous staff on a regular basis, through our trouble ticket system, in order to ensure a pleasant hosting experience for you and your business. We also provide online help to assist you in finding a solution.
We support the following services at no extra charge:
- Hardware repair or replacement within 24 hours (If deemed defective).
- Pre-installed operating system repair or replacement within 24 hours.
- Pre-installed software repair or replacement within 24 hours.
- Account Management Interface support.
- If the server becomes unusable or unstable because of software corruption we will perform an operating system restore and bring the server back to its initial state.
- Data loss due to hard disk failure or corruption will result in system restore. THE DATA WILL NOT BE RECOVERED ( see add-on services for details ). unless a subscription to an optional backup service is in place
- Network connectivity from the customer’s server to our backbone providers.
- Support for DNS management via our DNS Manager.
Standard Maintenance:
- Network maintenance windows will be from 3:00AM to 5:00AM EST.
- Customers will be notified at least 72 hours prior to scheduled maintenance.
- All customers are entitled to receive a free hardware review every 6 months.
We are NOT responsible for any of the following:
- Customer coding issues.
- 3rd party software installed by the customer.
- 3rd party software Security issues.
- OS or software problems caused by bugs.
- email issues due to senders being in Rbl's or blocklists.
- Virus or worm infections other than performing a system restore. Virus protection/removal is the customer’s responsibility.
Support Guidelines:
- Online support is available 24x7x365 via email or Trouble ticket Interface.
- Phone support is available 10AM to 10PM EST, 5 days a week.
- Standard support requests should be submitted via the Trouble ticket Interface.
- Billing related inquiries are handled from 11AM to 3PM EST, Monday through Friday, via email or phone.
- We will monitor power, bandwidth, and basic ping responses for all customer servers on an ongoing basis.
- We will provide assistance in identifying and blocking DoS (Denial of Service) attacks.
- We will notify our customers on a regular basis of any new patches that may apply, however we are not responsible for installing and maintaining the latest patches on their servers.
- Hardware upgrades must be scheduled at least 48 hrs in advance and are subject to hardware availability.
- When requesting support that requires our technicians to login to a server, it is the customer's responsibility to provide updated log in information.
We offer a feature rich selection of add-ons that can be combined with your server at any time. These add-ons are designed to give you the flexibility by allowing you to easily scale up or add additional functionality as needed.
