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A dedicated server is yours alone.
It is your box (noother customer shares it). Thus our servers come with a wide range of support options. If you are very knowledgeable you may need no help or you may need significant help. Please keep this in mind when choosing your server.
Unmanaged Hosting:
You should have a very good grasp of your operating system and the software installed on your server. We initially install the O/S and control panel software, however, after that point taking care of your software, patching it, etc, is up to you. We will advise for free but we can’t assist for free in everyday technical problems. On our end we take care of the hardware and network. We fix or replace any hardware that may go bad. We work on any network problems or outages. We will also reboot you if needed.
Standard Management (also known as Semi-Managed):
You should have a good grasp of your operating system. We initially install your server O/S and control panel software (Cpanel). We will assist in the repair, patching and updating of such when requested. We will support and assist in common control panel and O/S related problems and issues (on control panels and O/S’s that we support).
We will reinstall the server software for free in the event of hardware failure or hacked/compromised software. We do not provide support for third party applications or software that you install other than the O/S and Cpanel Control Panel. We will diagnos any hardware issue. We will replace any failed hardware free of charge. We will reboot the server in the event of outage. In addition, we provide free 24/7 paging service in the event of outage.
Fully Managed Hosting:
You should have a basic grasp of your operating system. We will install your server O/S and control panel software (Cpanel). We will assist in the repair, patching and updating of such software automatically, keeping all versions to the current known stable specs. We will reinstall the server software in the event of a system or hardware failure.
In addition to this, we provide everyday technical support that any normal client would receive to the primary user. For instance, we cover small issues: if a box goes down, you can open a support ticket and have us repair it, etc. If a domain won’t work, we will fix it, etc. We will also provide you with everyday advice and technical support, as we would to any shared user. For specifics of what is and what is not covered please refer to the chart below. We will diagnose any hardware issue. We will replace any failed hardware free of charge. We will reboot the server in the event of outage. In addition, we provide free 24/7 paging service in the event of outage.
Backup:
Please note that we always recommend keeping a backup of files. Cpanel software automatically allows you to take nightly, weekly and monthly backups (when set to do so) in two ways: via FTP to another server you may own, or to a second hard drive on the server. For the second option, you should look into purchasing a second hard drive on the server which we can install for you. Servers do not come with second hard drives by default.
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Managed Services are provided as follows on these servers as long as they have the Plesk or cPanel/WHM Control Panels.
NOTE: Management IS NOT provided on servers without control panels. (questions, please contact support) |
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Management Task |
cPanel |
Plesk |
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Control Panel Installation and update to the most recent version of the control panel which has been released as a stable version.
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YES | YES |
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Server Kernel is updated to the most recent version which has been released by the particular operating system vendor in an RPM package.
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YES | YES |
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Advanced Policy Firewall (APF) is installed and configured for best results with that particular control panel for general use. Standard service ports are left open and it can then be configured depending on what customer chooses to run on server.
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YES | YES |
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YUM Configuration Updated and then a general Operating system software update is done while ensuring nothing is installed which causes problems with the installed control panel.
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YES | YES |
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Additional IP Addresses that come with the server are assigned and setup so that domains can easily be assigned to them.
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YES | YES |
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Nameservers for your primary domain are setup and configured to allow you to use them for any domain hosted on the system, all you have to do is register them at your domain registrar and they will work.
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YES | YES |
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Server Hostname and Server Password set to what is requested on server setup.
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YES | YES |
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NAMED Fixes to avoid DNS problems and Open DNS Server Disabled
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YES | N/A |
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/tmp Hardened to ensure security of the system by preventing scripts executing anything that is stored here.
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YES | YES |
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Apache is re-compiled to provide support for additional modules including curl, curlssl, mcrypt, openssl, gd, freetype, xml, zip
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YES | N/A |
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ZEND Optimizer is installed to ensure maximum page loading efficiency and minimum bandwidth usage through apache.
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YES | N/A |
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Control panel is configured to ensure maximum security and operating efficiency. Certain features and modules are disabled or re-configured to ensure server remains as stable as possible.
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YES | YES |
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Brute Force Detection (BFD) software installed to provide basic mitigation and analysis of brute force attempts on the server from various services.
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YES | YES |
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CHKRootkit installed to provide for trojan and rootkit exploits within critical files and services on the server.
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YES | YES |
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RKHunter installed to provide for trojan and rootkit exploits within critical files and services on the server, between CHKRootkit and RKHunter the server should be well protected.
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YES | YES |
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Mount Secondary Hard Drive if it exists and either configure them for backups or as additional domain storage depending on what customer wishes to use it for.
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YES | YES |
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Reverse DNS (Pointer) records automatically added by us for the primary server IP address to the servers hostname to ensure services requiring this will function as expected from the moment you receive the server details.
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YES | YES |
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Management Task |
cPanel |
Plesk |
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Control Panel Updated to latest version if it is not already configured for automatic stable updates. Just request a control panel update and this can be completed.
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YES | YES |
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Software updates provided on supported standard system services as long as the control panel installed will support the update.
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YES | YES |
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Server Kernel can be updated to the most recent version which has been released by the particular operating system vendor in an RPM package. Just put in a support request and it will be completed.
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YES | YES |
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Reboots and Outage Issues completed and sent directly to datacenter the moment they are submitted. They are treated as top priority and we will do all we can to get the server back online in the fastest possible time.
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YES | YES |
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If IP addresses are requested and justified we will automatically set them up on your server for you when assigning them to your account.
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YES | YES |
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If a hardware problem is diagnosed we will correct it as quickly as possible in order to maximise your servers uptime.
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YES | YES |
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Installation of any additional required Apache Modules, this means apache will be re-compiled to include the new module.
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YES | N/A |
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Installation of any Perl modules that may be required in addition to those already on the system as standard.
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YES | N/A |
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Basic Diagnosis of load related issues, we can investigate what is causing a server to crash or slow down and give you a point in the right direction as to what can be done to improve performance
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YES | YES |
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Resolve common level one control panel or server problems (under 10 minute duration fixes (see below for advanced support fees).
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YES | YES |
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Management Task |
cPanel |
Plesk |
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Reverse DNS (Pointer) records can be configured for any IP addresses assigned to the particular server, they will then be updated in our system automatically.
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YES | YES |
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System Monitoring is provided for all basic services, for HTTP service you can receive e-mail alerts as well as have an issue automatically opened with support if it goes down. For any other service you can be e-mailed if our monitor picks up it is down.
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YES | YES |
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Management Task |
cPanel |
Plesk |
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Server Transfers. If you wish to do cPanel>cPanel account moves we are able to complete this for you. Price for this will vary based in server load, number of domains, size of domains and what those domains hold (e.g. databases are more complicated to move). Just request a quote from support!
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$30+ | N/A |
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System Restores. If you need to restore your server back to its default configuration we will do this for you upon request from the Control Center for a $30 one-time fee. We will carry out all the standard tasks we perform when you receive your server for the first time.
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$35 | $35 |
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Design services: We offer custom design services on a case-by-case basis. Most projects are done using per-project pricing rather than by the hour. Please contact support for details
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$50/hour | $50/hour |
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Advanced Problem solving. If your technical problem goes beyond a simple level one fix (takes more than 10 mins admin time) we may request an additional fee for that particular issue in order to pay for the time it takes to correct. This will generally be less than $10 and you will be advised of this before any work is carried out.
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$10+ | $10+ |
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Database Issues. If you have any issues relating to MySQL databases, backing up, restoring, moving, then these requests will be handled by our database engineer and will likely be assessed a $8 fee per issue if you authorize the work be carried out.
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$8+ | $8+ |
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Script Problems. If you are having problems with scripts not working correctly on your server we can attempt to resolve this for a fee of $10 per issue. Note this is not a programming service, we assume the script WILL run correctly on other servers and will attempt to configure your server to be able to run it.
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$10+ | $10+ |