VPS Support Policy
Our dedicated support staff are aim to provide you with responsive and professional assistance so that you can manage your VPS 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 VPS directly including; enabling and installing services, creating websites and installing third party programs etc. We will assure the server and infrastructure availability for the smooth running of your VPS as you would expect from your provider.
The support and operations staff will manage and monitor the network, hardware, and the basic operating system of the server. This functionality are outside of customer control, and any problems with these will be resolved by ServerChoice as quickly as possible.
Core Services
Supported software that comes pre-installed on your VPS is:
- HTTP
- FTP
- SMTP
- POP / IMAP
- SSH
Third Party Software
Any software other than the core services and the software needed to run and manage the VPS (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.
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.
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 VPS login credentials and the required knowledge to administrate the VPS.
Online Resources
We have extensive online flash tutorials available to assist you with the administration of your VPS. We constantly add to and improve our FAQ section to help provide a comprehensive resource that you can access in your own time.
We also have extensive Flash Tutorials for Plesk.