Self-Managed Server Support Policy
Posted by Phil (Netcetera) on 08 March 2012 12:33 PM
Self-Managed Server Support Policy|
Our dedicated support technicians aim to provide you with responsive and professional assistance so that you can manage your Server effectively.
All of the user functions can be administered via Remote Access (RDC for Windows and SSH for Linux) and are therefore unmanaged. The customer can administer the server directly including; enabling and installing services, creating websites and installing third party programs etc. Netcetera will be responsible for the Server and infrastructure availability to ensure the smooth running of your server as you would expect.
The support and operations staff will manage and monitor the network and hardware for the server. This is functionality outside the control of the customer, and any problems with these will be resolved by Netcetera as quickly as possible.
Services supported on our servers are:
Control Panel Web Server (i.e. needed to run WebsitePanel)Remote Access (RDC for Windows and SSH for Linux)Third Party Software
Any software other than the core services and the software needed to run and manage the Server (i.e. WebsitePanel) is considered third party. Any support required for software that falls outside of this should be directed to the product vendor. All software upgrades are the responsibility of the customer.
Fault Finding and Correction
We will support and correct any issues arising with the server hardware and the underlying infrastructure but cannot offer assistance with the correction of software and application faults as part of our standard service. Support requests may however be made via our control panel as a Server Admin Time request. When this occurs, you can confirm the nature of the problem and purchase the number of blocks (hours) required. We cannot state explicitly that any problem can be resolved in a certain time frame, we can however give a ‘best guess’ based on the details provided. We will stop working at the end of the purchase blocks, and request for more to be purchased if the issue is not resolved (providing a clear update of the work conducted at this point, and what our next step will be).
We do not monitor the services running on a server. We will monitor the availability of our network and core systems. The customer will need to monitor specific services on the server as appropriate, using the monitoring tools available via WebsitePanel, or using their own solution.
Manual changes by User
The consequences of using RDC/SSH or other remote access to make manual changes to the system or configuration files are the sole responsibility of the user. Netcetera’s support staff can assist with any server hardware faults except where they are the result of manual changes.
All new servers are fully patched with all of the latest security updates at the time they are built. The customer will be responsible for ensuring that future security updates are installed on their server.
Support requests should be submitted via your control panel (http://my.netcetera.co.uk) or via email to firstname.lastname@example.org. Urgent issues e.g. system down, should always be reported via these methods and can then be escalated via the phone for a quicker response. We do however prioritise Server Down events as urgent.
Email requests will normally be responded to within 30 minutes (24/7). You can view the current response time at http://www.netcetera.co.uk/support
Should be initiated by individuals who have the server login credentials and the required knowledge to administer the server.
Expert Engineer Support
If you or your business do not have the in-house skills or resources to manage certain aspects of your Server then our team of highly skilled engineers are on hand to help.
Available: 09:00 - 17:00, Monday - FridayCharged at £50 per hour (minimum charge 1 hour), or outside these hours may be possible at a Double Rate (availability needs to be confirmed in advanced).
Admin Time can be purchased from your Client Area at https://my.netcetera.co.uk
We constantly add to and improve our Support section to help provide a comprehensive resource that you can access in your own time, including a Knowledge Base, video tutorials, forums etc. Please visit http://my.netcetera.co.uk/support/