Support Options For VPS & Dedicated Servers
Basic Support (Self Managed Service)
Our basic support covers general support queries and questions. A typical guideline for basic support is any question or issue where a support tech does not have to access your server via RDP or SSH. A few examples of basic support are listed below:
- General 'How Do I?' questions
- Server reboots
- Password changes
- Basic configuration changes
- IP address additions
- RAM/Disk changes
- Free ICMP ping monitoring for dedicated server
- IPMI/KVM access for allowing a remote reboot for US based dedicated servers
Fully Managed Support
AccuWebHosting.Com offers magnificent fully managed service for all control panel based VPS as well as dedicated servers. Our fully managed servers are truly fully managed. Fully managed services for VPS & cloud servers can be purchased for as low as $12.96/month and for dedicated server, it will cost $90/Month. By utilizing our years of experience you will definitely be able to relax and enjoy powerful hosting without any trouble. Many providers say that their offerings are fully managed, but that is not true. When you have a fully managed service with us, we provide the following services at no additional cost:
Physical hardware monitoring, replacement and management
We never compromise with the quality of hardware. We will deploy your machine on powerful Intel machines with multi-core, multi-CPU and 8x, 12x or 24x RAID 10 setup for HDD. On 24 x 7 basis, we will monitor, manage and replace(if required) physical hardware components, so you will never need to be worried about any hardware issue.
In managed service option, we keep a close track of your server on a 24x7 basis. For any managed server - FTP, mail, database & web services are monitored at the interval of 5 minutes. To monitor the various services and server resources, we install the zabbix agent on each managed server. The zabbix is an enterprise-class monitoring solution to monitor the network and applications on various operating systems.
Zabbix is designed to monitor the applications, services, availability and performance of IT infrastructure, hardware resources and numerous other network parameters including the health and integrity of the servers. It is a high-performance application that can gather any type of information virtually from the network. An individual zabbix agent reports following data to our main enterprise zabbix server.
- CPU load
- Disk read and write throughput
- Utilization of disk-space
- Number of processes
- Utilization of RAM
- Incoming/Outgoing data from network interface card
- Availability of network services
Zabbix has its own notification system that will send us proactive alerts for service down or higher usage of resources, etc. If a server is utilizing more resources then it is possible that customer may face random service crash/interruption. Upon receiving such alerts our technicians will take an immediate action and resolve the issue. Any additional services like particular website monitoring or specific website URL monitoring can be handled on request. In most cases, the issue is resolved before you are aware that anything has happened.
Best efforts in installing third party tools
Looking to have a third party tool installed on your server? Yes, we will put the best efforts to install third party tool on your server, even if we've never worked on that. Our team will put the best efforts for the installation of such applications, programs or softwares. Configuring them and further troubleshooting is the customer's responsibility. Every month, total 2 hours of free admin work is offered for third party tools installation. Unused admin work hours cannot be carried over from month-to-month.
Operating system & control panel management
We provide the solution for any issue related to operating system and control panel elements as well as management of every aspect of the operating system issues and control panel issues. We will also install OS updates and security patches twice in a year. We will send a prior notification to all managed clients. We will perform this task for the managed clients who confirm their convenient time for this task. You can request us to reinstall on your VPS/Dedicated Server with the fresh OS. Frequent reinstall request will be billable on the basic of $30.00/per installation. WebsitePanel, Plesk, cPanel (Control panel) and SmarterMail (Mail server software) are the only control panel & mail server covered under fully managed terms.
Fast response time and 24x7 fully managed support
Almost every ticket is definitely answered in 15 minutes and resolved within 6 hours by our technicians. Under the fully managed contract, we offer 2 hours of free admin work every month. However, unlike other managed companies, who strictly restrict them for "X" amount of admin hours, we never do. We are here, anytime for any reasons. To sign up for this service, please contact our support team. Before sign up, please read our Terms of Services for fully managed support.
Free Control Panels Support
- Because the free control panels are developed by volunteer developers and community members, technical updates (such as bug fixes, security patches, module updates, version upgrades, and new feature releases) are not guaranteed to be regular or steady.
- The frameworks or web server version may become incompatible with the control panel version as a result of applying security patches or similar technical updates. We can only provide support of applying updates released on the official website of the control panel.
- Any technical update or fix that requires the control panel coding structure to be manually altered would not be provided by us, but community-driven support from the official control panel website would be readily available.
- AccuWebHosting will not be held responsible for any corruption, breach, or loss of data due to a technical update or fix. We hereby advise you to make a backup of any important files before performing a technical update or requesting AccuWebHosting to perform such an action. In a few cases where a complete operating system rebuild may be required, we charge a one-time rebuild fee to perform such an action.
- The default VPS/Dedicated server setup may or may not be set to install updates automatically, so you are advised to check for available updates regularly and install them. The same principle applies to managed servers. We strongly recommend an immediate installation of technical or security updates as soon as they are available on the official control panel website.
- Requesting to reinstall the free control panel will attract a one-time rebuild fee. We recommend securing a complete backup before requesting a control panel reinstallation because any data on the VPS will be erased since the process requires a rebuild of the VPS.
Per Incident Support
Our per incident support service is required if a support tech has to access the server via RDP or SSH for any advanced support. Advanced support is billed on a per-incident basis. An ongoing monthly support contract can be purchased at a discounted rate. For more details, please contact us at ease contact firstname.lastname@example.org. A few examples of advanced support are listed below:
- Local firewall configurations
- Script troubleshooting
- Database issues
- Performance troubleshooting
- Advanced IIS/Apache configurations
- Software upgrades
- Security/PCI hardening
- Third party software installs, not covered by quick installs
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