Server Support Policy
Our dedicated support staff are aim to provide you with responsive and professional assistance so that you can manage your server effectively.
Supported Services
All of the user functions can be administered via the Plesk and Virtuozzo control panels and are therefore unmanaged. The customer can administer the server directly including; enabling and installing services, creating websites and installing third party programs etc. We will ensure the server and infrastructure availability for the smooth running of your server as you would expect.
The support and operations staff will manage and monitor the network, hardware, and the basic operating system of the server. This functionality is outside the control of the customer, and any problems with these will be resolved by ServerChoice as quickly as possible.
Core Services
The supported services that come pre-installed on your server are:
- Web (HTTP)
- Remote Access (FTP, SSH)
- Email (SMTP, POP, IMAP)
Third Party Software
Any software other than the core services and the software needed to run and manage the server (i.e. Plesk and Virtuozzo) is considered third party. Any support required for software that falls outside of this scope should be directed to the product vendor.
Fault Find and Correction
We will support and correct any issues arising with the server hardware and underlying infrastructure but cannot guarantee to offer assistance with the correction of software and application faults.
Systems Monitoring
We do not monitor all of the services running on a server, we will monitor that the server responds to ping requests, that the Plesk control panel is accessible, and the availability of our network and core systems. You will need to monitor specific services on your server as appropriate using the monitoring tools available via the Plesk control panel, or using your own solution.
Manual changes by User
The consequences of using SSH or other remote access to make manual changes to the system or configuration files are the sole responsibility of the user. The support staff can assist with any server faults except where they are the result of manual changes.
Security
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 Process
Support requests should be submitted via phone or email. Urgent issues e.g. system down, should always be reported via phone for the quickest response. Email requests will normally be responded to within 24hrs. See the contact page for phone and email contact details.
Support requests
Should be initiated by individuals who have the server login credentials and the required knowledge to administrate 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 our team of highly skilled engineers are on hand to help.
Available: 09:00 - 17:00, Monday - Friday
Charged at £50 per hour (minimum charge 1 hour)
Online Resources
We have extensive online flash tutorials available to assist you with the administration of your server. We constantly add to and improve our FAQ section to help provide a comprehensive resource that you can access in your own time.