Two levels of support are available: Basic and Premium. Basic covers the operation of the platform itself; Premium adds configuration work on your server, security and reliability tasks, and a faster response.
Basic
Support
- Technical support available 24/7/365.
- Response time no more than 60 minutes.
- Support via the ticket system, phone, chat and email.
- 100% compensation in the event of platform unavailability.
Ensuring platform performance
We are responsible for keeping the platform running:
- operation of the virtual machine;
- operation of the network;
- operation of backups;
- operation of the client area used to manage the virtual machine.
Premium
Everything included in Basic, plus the following.
Support
- Response time no more than 30 minutes.
- Compensation in the event of platform unavailability at five times the amount.
- Support via Viber and Telegram in addition to the usual channels.
Configuration to your requirements
- Installation and configuration of the operating system.
- Installation and configuration of the control panel.
- Installation of additional modules and extensions for services (PHP, Apache and others).
- Configuration of several PHP versions within a single web environment.
- Configuration of DNS, within our area of technical responsibility.
- Configuration of the server's web environment according to the requirements of your CMS.
- Configuration of remote access to the server.
- Migration of up to 3 websites from another hosting provider using the control panel.
- Configuration of a mail server using the control panel.
Security
- Firewall configuration.
- Issue and installation of SSL certificates.
- Connection of the Cloudflare CDN.
- Updating the operating system and all its components at your request.
- Scanning for and removal of malware at your request, no more than twice a month.
Reliability
- External availability monitoring.
- Configuration of a backup plan using the server control panel.
- Basic checks of server operation at your request: state of the disk subsystem, status of system services, external availability check.
- Analysis of system log files at your request, to identify and resolve problems and their causes.
What is not included
Administration covers the server, the operating system and the standard services running on it. It does not extend to developing or debugging your own applications, nor to administering third-party software with which we are not familiar.
If you are not sure whether a particular task falls within your level of support, describe it in a ticket — we will tell you straight away, and if it falls outside, we will suggest how it can be handled.
