Support Levels

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

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We understand that customers have different needs when it comes to technical 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

Support Levels

Product package
Support package
24x7 Support tickets
Out of hours emergency tickets
Included support time
Additional support time
Basic 24x7 monitoring
Advanced 24x7 monitoring
Memset control panel access
Issues with Memset infrastructure
Issues on your server
Custom firewall
Vulnerability management
Host based intrusion
Managed backups
Price /month

Standard Cloud VPS

No Support
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None

Available

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Upgrade available

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self-monitored

Upgrade available

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Included

Premium Cloud VPS / Dedicated Server

Standard
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30 minutes / mo

Available

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Self-monitored

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Self-monitored

Self-monitored

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Included

Premium Cloud VPS / Dedicated Server

Premium
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Unlimited

Included

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Memset-monitored

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Memset-monitored

Memset-monitored

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£95 / server
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Cloud VPS 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.

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

Chargeable Rates (3): for scheduled work that falls outside current support levels.

  Standard Cloud VPS Premium Cloud VPS
Standard Support
Premium Cloud VPS
Premium Support
Working hours £120.00 /hour £80.00 /hour £70.00 /hour
Out-of-hours (4) N/A £160.00 /hour £120.00 /hour

Note: Upgrades are available on No Support (only available on Standard Cloud VPS) and Standard support (only available on Premium CLoud VPS).

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Dedicated Servers Support Levels

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.

Chargeable Rates (3): for scheduled work that falls outside current support levels.

 

Standard

(Managed Infrastructure)

Premium

(Managed Platform)

Working hours £80.00 /hour £70.00 /hour
Out-of-hours (4) £160.00 /hour £120.00 /hour

 

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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 £0.10/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.

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

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