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