Overview
Our veteran team of professional dedicated system administrators, server support engineers and hardware technicians are available 24/7, providing a full array of professional support and server administration necessary to meet your dedicated server needs.
Additionally we provide a range of on-demand dedicated server support and managed services, for those requiring our assistance managing their server.
While we do provide 24/7 phone support - all hands on technical support is done via our myCP ticket system. In order to accelerate our ability to fulfill your support request, it is best to first submit a support ticket.
Customer Support Subscription
Customer Support credits are availble for use across any server you need support. With a Customer Support subscription, the purchased amount of credits will added to your customer account the 1st of each month and continue to accumulate and remain until they are used (no time limit), unless this subscription is discontinued.
Customer Support (4 accumulating credits): 1 hour/month - $95/month
Customer Support (8 accumulating credits): 2 hour/month - $190/month
Customer Support (16 accumulating credits): 4 hour/month - $375/month
Server Support Subscription
Server Support credits are available for use on a specified server account. With a Server Support subscription, the purchased amount of credits is topped off on the 1st of each month and does not accumulate. 1 credit is equivalent to 15 minutes.
Server Support (4 credits): 1 hour/month - $60/month
Server Support (8 credits): 2 hour/month - $110/month
Server Support (16 credits): 4 hour/month - $200/month
Support Credit Guideline
The following is a table of common support requests and the number of support credits that are associated to it.
| MANAGED SUPPORT SERVICES | ESTIMATED CREDITS |
|---|---|
| Reboots (and Server Down) | |
| RebootServer (no other work necessary) |
0 |
| RebootServer and Perform Work on Server |
6 |
| Unlisted or Question Only | |
| General Questions (does not require work on server) |
0 |
| Billing Issue | |
| Invoice Question |
0 |
| Other Billing-related Concerns (including account updates) |
0 |
| Order/ Modify Services |
0 |
| Software Related | |
| Operating System Updates |
2 |
| Application Security Updates |
2 |
| Application/Software Installations |
8 |
| PHP Updates & Compilation |
8 |
| MySQL Updates & Optimization |
8 |
| MySQL Replication |
8 |
| Other Software Installations or Problems |
2 |
| RPM Package Installation |
2 |
| FreeBSD Package *or* Port Installation |
2 |
| Name Server Installation/Fix and 1 Zone |
2 |
| Upgrade Kernel Without Recompilation |
2 |
| Server Related | |
| Re-install OS and Re-format First Drive Only |
3 |
| Re-install OS and Re-format All Drives |
3 |
| Hardware Check (included if hardware found to be faulty) |
2 |
| Security Related | |
| Windows Security Audit |
8 |
| Unix/Linux Security Audit |
8 |
| Disable Windows Firewall |
2 |
| Compromised Server Recovery |
8 |
| System Security Audit |
8 |
| O/S Hardening |
8 |
| Firewall Installation and Configuration |
4 |
| Hardware/Kernel/Bios Level Modifications | |
| Enable HyperThreading (HT) |
2 |
| Disable HyperThreading (HT) |
2 |
| Windows Password Recovery/Reset |
2 |
| Unix/Linux Password Recovery/Reset |
2 |
| SnapGear Card Reconfiguration/Problem |
2 |
| Check Status of HyperThreading (HT) |
1 |
| Recompile and Install Linux Kernel |
5 |
| DNS Related Tasks |
|
| DNS Entries & Management |
2 |
| Mass Update of Reverse DNS (PTR) Records |
8 |
| DNS Service Problems |
2 |
| Networking Issues |
|
| Add/Remove Null Route |
2 |
| Console Access and Investigation |
|
| KVM over IP |
2 |
| cPanel Help |
|
| cPanel Questions(does not require work on server) |
0 |
| cPanel Mail Issues |
2 |
| cPanel Web Server Issues |
2 |
| cPanel Other / Unlisted |
4 |
| Ensim Help |
|
| Ensim Questions (does not require work on server) |
0 |
| Ensim Mail Issues |
2 |
| Ensim Web Server Issues |
2 |
| Ensim Updates |
0 |
| Ensim Other / Unlisted |
4 |
| Plesk Help | |
| Plesk Questions (does not require work on server) |
0 |
| Plesk Mail |
3 |
| Plesk Other / Unlisted |
4 |
| Plesk Web Server Issues |
2 |
| Others | |
| Backups and Restorations (only on servers with 2 or more drives) |
8 |
| High Server Load Troubleshooting |
6 |
| Hard Drive Failure & Restoration Assistance |
6 |
| Data Mirroring |
6 |
| Hard Drive Cloning |
6 |
payment options
In order to provide flexibility in the way you pay for our support and managed services, we have provided 3 payment options.
Option 1 - Monthly Support Subscription
Monthly support subscription is available. There are multiple levels of support subscriptions - just add additional hours (4 support credits each).
Level 1: 1 hour/month - $80
At this level, you receive 1 hour (4 support credits) of managed/professional server support services per month, whereby 4 credits are deposit into your account on the 1st of each month. Credits will continue to accumulate and remain until they are used (no time limit), unless this service level is discontinued.
Level 2: 2 hours or more /month - $160 & up
For those requiring even a higher level of managed/professional services per month, simply add more by increasing the quantity of hours (i.e. 4 hours/month and up) . Credits will continue to accumulate and remain until they are used (no time limit), unless this service level is discontinued.
Option 2 - Support Pre-payment
Customer can pre-purchase support credits via myCP® control panel at the following rates:
- $130 for 4 credits
- 240 for 8 credits ($30 discount)
Click on Support Credits under Customer Care and select how many credits you want to pre-purchase.
Option 3 - Support Post-payment
Customer can elect to pay after support has been provided. If customer has no credits in their account, they will be automatically billed $30 for each credit when the support ticket is closed.