Support
[Self-managed vs Memset-managed support level agreements (SLA) 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 Memset-managed support tier.
[Support Matrix]
Self-managed |
Memset-managed |
|
| Fully dedicated servers | Included | £40.00/mo |
| ®Miniserver VMs | Included | £40.00/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
Please note, any type of data migration is NOT included with either support level.
* Reinstalls are free for Linux Miniserver® VMs (within reason)
** No access to server or greater than 2% packet loss