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Tools and instructions enabling you to maximize the potential of your Hostwinds product and service experience.

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Hostwinds' Tiers of Support

Unmanaged Services

Hostwinds offers Cloud servers that are Unmanaged. Please go to our Unmanaged servers pages for Linux or Windows to see details about the support offerings provided to Unmanaged services.

Full Management

The default service level for all clients with a Fully Managed service.

The following come with this service level for all packages.

24/7/365 Support via Live Chat and Tickets

99.9999% Network Uptime Guarantee

99.9999% 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 provided to all Cloud and Dedicated Servers. To have the following tasks performed, users will have to log in and request that our team performs the task for them. If you'd like our team to set up the automation of any of the tasks below, then indicate that you'd like the task set up to recur in the future automatically.

Operating System Updates

Virus Scans

Fully Managed Support

The following items are covered by our Fully Managed Support on all Cloud and Dedicated Servers. To have the following tasks performed, users will have to log in and request that our team performs the task for them via a Technical Support Ticket.

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

Our Fully Managed Support covers the following additional items on all Cloud, and Dedicated Servers with cPanel installed. To have the following tasks performed, users will have to log in and request that our team performs the task for them via a technical support ticket.

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 complete lists of everything that we support. 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 assist with custom software/script installations (example: FFmpeg). We can also not 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).

Written by Hostwinds  /  January 6, 2021

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