Support Levels

Whether you fully manage your cloud infrastructure or require day to day administration on your server technical support is on hand.

We understand that customers require varying levels of support which is why we have various support levels for Dedicated Servers and Cloud VPS. You are in full control so make sure you pick the server and support level that’s right for you and don’t forget our technical sales team is always on hand should you require help.

CLOUD VPS – Support Levels

Our Standard and Premium Cloud VPS offerings have very different support levels. Our Standard Cloud VPS was developed for those who want to fully manage their infrastructure and has no included support from the Memset Technical Support team. Upgrades are available on the Standard Cloud VPS such as Advanced 24/7 Monitoring and Vulnerability Management assisting with the security management of your server. You can raise support tickets on the Standard Cloud VPS, but you will be charged at the additional support rate for any work completed.

Our Premium Cloud VPS offers you the choice of two support levels: Managed Infrastructure or Managed Platform. Both offer a fuller security package and include support time.



Standard Cloud VPS Premium Cloud VPS
Support Package No Support Managed Infrastructure Managed Platform
Support Time Included

None

30 minutes / mo

Unlimited

Support time is available for server-based issues, operating system issues and for certain applications where permission access has been granted to Memset.

Access to Support Tickets Included Included Included

All customers have access to the Memset Support Ticketing system in order to report issues. These will be responded to within 2 standard working hours (Mon - Fri 08:00 - 18:00). Support time over the included allowance will be charged at the additional support rate.

Additional Support Rate

Available

Available

Included

Charges apply to work completed in standard UK working hours, that are not included in the Support package. Charges are rounded up to the nearest hour period additional support rates can be found here.

Emergency Out Of Hours Tickets Not Included Included Included

Emergency support tickets can be raised outside of standard UK working hours (Mon - Fri 08:00 - 18:00). When emergency tickets are raised customers can select to limit the length of time an engineer will work on resolving the issue. Where the issue is deemed to be caused by Memset infrastructure no charges will apply. Charges will be rounded up to the nearest hour and more information can be found here.

Memset Control Panel Included Included Included

All customers have access to the Memset Support Ticketing system in order to report issues. These will be responded to within 2 working hours during standard UK working hours (Mon - Fri 08:00 - 18:00). Support time over the included allowance will be charged at the additional support rate.

Issues With Memset Infrastructure Included Included Included

Any issues which arise due to underlying networking problems, Memset VPS infrastructure or hardware failure (providing it is still covered by Memset Hardware replacement guarantee) will be resolved by Memset free of charge.

Issues On Your Server Not Included Included Included

Support tickets can be raised for problems arising from operating systems and common applications hosted on your server, where access permission has been provided to Memset. This will be deducted from your monthly support time allowance or charged at the additional support rate.

Basic 24/7 Monitoring Included Included Included

Basic ping monitoring regularly checks that your server is responsive. This is self-monitored, however Memset will restart your server automatically. Basic monitoring and automatic reboots can be disabled via the Memset Control Panel.

Custom Firewall

Self-monitored

Self-monitored

Memset-monitored

Memset firewalls sit in front of your server providing an added layer of security and are fully customisable in the Memset Control Panel including creating rule sets for inbound and outbound firewalling.

Advanced 24/7 Monitoring

Upgrade available

Self-monitored

Memset-monitored

Advanced Monitoring provides the ability to check that services such as Apache, MySQL and many more are running. Through the Memset Control Panel you can configure notifications for each of the available checks. If set to Memset-monitored, alerts are responded to by our 24/7 support team.

Vulnerability Management

Upgrade available

Self-monitored

Memset-monitored

Provides periodic security vulnerability assessment & management. If this is Memset-monitored then the Memset Support Team will review the scan and advise on actions to be taken, and implement changes if required.

Host-based Intrusion Detection Not Included Not Included

Memset-monitored

The intrusion detection service monitors your system and sends email alerts when a significant event occurs, such as authentication failure. This service provides a last line of defence in security breaches. With Managed Platform Memset will respond to all level 11 (and above) alerts.

Managed Backups Not Included

Upgrade available

Not Included
Price /mo Included Included $129.00





Chargable Rates [3]

Rates for scheduled work that falls outside current support levels.

Standard Cloud VPS Premium Cloud VPS
Managed Infrastructure
Premium Cloud VPS
Managed Platform
Working hours $159.00 /hour $105.00 /hour $95.00 /hour
Out-of-hours [4] Not Included $209.00 /hour $159.00 /hour

Dedicated Servers - Support Levels

Support - Experts on hand

Want unlimited support & greater security for your dedicated server? Try our Managed Platform package. Our engineers are based in the UK and committed to helping you get the most from your cloud infrastructure.

Managed Infrastructure Managed Platform
Included with Cloud VPS & Dedicated Servers -
Can raise a support ticket Included Included
Can raise out of hours emergency ticket Included Included
Basic 24/7 monitoring Included Included
Custom Firewall Included Included
Advanced 24/7 monitoring Self-monitored Memset-monitored
Vulnerability Management Included Included
- Memset responds to None (self-monitored) Critical alerts
Host-based intrusion detection Not Available Included
- Memset responds to - Level 11 alerts & above
Managed backups [1] Included Included
- $6.50/mo Service charge included Not Available Included
Customer server security patching [2] Not Available Included
Included support time 30 minutes Unlimited
Price /mo FREE $129.00





Chargable Rates [3]

Rates for scheduled work that falls outside current support levels.

Managed Infrastructure Managed Platform
Working hours $105.00 /hour $95.00 /hour
Out-of-hours [4] $209.00 /hour $159.00 /hour

Cloud IaaS

While we don’t have specific support levels for Cloud IaaS our engineers are committed to helping you get the most from the OpenStack ecosystem.

Support and advice is included and available via our Memset ticketing system. We will provide technical support with all OpenStack infrastructure layer elements. Instance operating system and applications are not currently covered.

We offer a consultancy service should you require assistance with you Cloud IaaS ecosystem, if this is something you are interested in please contact our technical sales team to discuss further.



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Notes

[1] Storage used charged at $0.13/GB in arrears.

[2] Security patching will be carried out as requested by the customer. Memset will not proactively apply security patches without prior notification or customer specific request.

[3] Chargeable time will be rounded up to the nearest 1/2 hour.

[4] The minimum charge for out-of-hours emergency support will be 1 hour.

Managed Infrastructure support only covers basic operating system advice relating to your Memset server(s).

Managed Platform support covers everything up to but excluding the application layer on your Memset server(s).