Dedicated Servers, Managed Hosting, Server Clusters, IT Hosting

Memset have proved to be reliable and professional, with exceptional quality and speed of service and support.
Geoff Elwell, Private Eye

 

Support

|Support levels overview|

We offer two levels of technical support with Miniserver™ Virtual Machines and fully dedicated servers. These relate to the level of technical assistance we can provide with the day-to-day administration of your server. Monitoring services are covered separately, but the level of support your will receive in the event of a problem being detected by the monitoring is determined by your support package.

Normal technical support is dealt with via email - simply send an email to support@memset.com detailing your query and we will assist you. For urgent matters (such as server failures) you should use the emergency SMS facility if you are on the Fully managed support tier.

|Support matrix|

Service level agreement Basic Fully managed
Full servers Included £45.00/mo
Miniserver™ VMs Included £30.00/mo
Working hours chargeable rate £65.00 /hour £49.00 /hour
Out-of-hours chargeable rate £149.00 /hour £99.00 /hour
 
Technical support contact
    Working hours email support Included Included
    Out-of-hours emergency contact Charge Included
    Working hours emergency phone support Charge Included
 
Support issues covered 24/7 (out of hours emergencies)
    Reboots Included Included
    Critical hardware failure Included Included
    Network troubleshoot** Charge Included
    Server hacked recovery Charge Included
    Other emergency issue (eg. Apache down) Charge Included
 
General working hours support
  Hardware
    Troubleshoot hardware Included Included
    Replace bad hardware Included Included
  Operating system
    Install Included Included
    Troubleshoot Charge Included
    Reinstall Charge* Included
    Security patching Charge Included
  Server administration software (eg cPanel/WHM)
    Install Included Included
    Troubleshoot Charge Included
    Reinstall Charge* Included
    Configuration Charge Included
    Upgrades & Security patching Charge Included
  Standard software (Apache, Postfix, MySQL, DNS)
    Install Charge Included
    Troubleshoot Charge Included
    Configuration Charge Included
    Security patching Charge Included
  Scripts & non-standard software
    Install Charge Charge
    Troubleshoot Charge Charge
    Configuration Charge Charge

Notes

* Reinstalls are free for Linux Miniserver™ VMs (within reason)
** No access to server or greater than 2% packet loss

Note: Prices exclude VAT.