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Hostwinds Tiers of Support

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Hostwinds Tiers of Support

Unmanaged Services

Hostwinds offers Cloud servers that are Unmanaged, for details pertaining to the support offerings provided to Unmanaged services, please review the article here.

Full Management

This is the default service level for all clients with a fully Managed service.

The following is included with this service level, for all packages.

  • 24/7/365 Support via Phone, Live Chat, and Tickets

  • 99.99% Network Uptime Guarantee

  • 99.99% Power Uptime Guarantee

  • 1 Hour or Less Hardware Replacement

Fully Managed Cloud Hosting, and Dedicated Servers

On-going Server Maintenance

The following maintenance tasks are offered to all Cloud and Dedicated Servers. In order to have the following tasks performed users will have to login, and request that our team performs the task for them. If you’d like for our team to setup the automation of any of the tasks below, then simply indicate that you’d like the task setup to automatically recur in the future.

  • Operating System Updates

  • Virus Scans

Fully Managed Support

The following items are covered by our Fully Managed Support on all Cloud and Dedicated Servers.

  • Load Problems or Sluggishness

  • Network Related Issues

  • Failure of Server to Boot

  • Hardware Failures

  • Package Installations via package managers (RPM,yum,apt-get)

  • DNS Configuration & Setup

  • Firewall Setup & Troubleshooting

  • Crontab Setup

  • Password Resets

  • Operating System Reinstalls

  • Setting Secure SSH Port

cPanel Additional Supported Items

The following additional items are covered by our Fully Managed Support on all Cloud and Dedicated Servers with cPanel installed.

  • Email Configurations

  • Troubleshooting Website Server Errors (500 Error, 403 Error, etc)

  • System Software Upgrades (php, MySQL)

  • PCI Compliance Modifications

  • Custom Apache Configurations (mod_python, mod_ruby, mod_wsgi)

  • Perl/PECL module/extension installations.

  • Backup Configurations

  • cPanel Options & Configurations

The above items are not a complete lists of everything that we support, and we will always do our best to provide you with the best level of support that we possibly can. With that being said, we are unable to provide assistance with custom software/script installations (example: FFmpeg). We are also unable to make changes of any kind to the software or scripts that you install on your server. (Example: we cannot fix bugs in your PHP script).

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