Hostwinds' Tiers of Support

Hostwinds provides a tiered system of support that respects our client's needs and knowledge for each plan. We scale our services and support for the level of tasks per our frontline agents.

Unmanaged Services

Hostwinds offers Unmanaged Linux and Windows Cloud servers using either OS on a platform that saves you money. Unmanaged services support you right up to the point that you have created a server. Hostwinds trusts your expertise and does not charge for the complex tasks needed on full management plans.

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

We provide the following maintenance tasks 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

We cover the following items on 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. However, 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).