Support Matrix
This page contains information about:
- the support included every standard hosting agreement (Basic)
- those services which can be provided as part of extra support packages (Premium & Fully Managed)
- rates for support which falls outside the above two scenarios
Service level agreements |
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|---|---|---|---|
| Basic | Premium | Fully managed | |
| Included with all hosting packages/servers | £20.00/month | £45.00/month | |
Technical support contact |
|||
| Working hours email support | Included | Included | Included |
| Working hours emergency phone support | Chargeable | Included | Included |
| Out-of-hours emergency contact | Chargeable | Chargeable | Included |
Support issues covered 24/7(out of hours emergencies) |
|||
| Reboots | Included | Included | Included |
| Hardware failure | Chargeable | Included | Included |
| Network troubleshoot** | Chargeable | Included | Included |
| Server hacked recovery | Chargeable | Chargeable | Included |
| Other emergency issue (eg. Apache down) | Chargeable | Chargeable | Included |
General working hours support |
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| Hardware | |||
| Troubleshoot hardware | Included | Included | Included |
| Replace bad hardware | Included | Included | Included |
| Operating system | |||
| Install | Included | Included | Included |
| Troubleshoot | Chargeable | Included | Included |
| Reinstall | Chargeable* | Chargeable* | Included |
| Security patching | Chargeable | Chargeable | Included |
| Server administration software (eg cPanel/WHM) | |||
| Install | Included | Included | Included |
| Troubleshoot | Chargeable | Included | Included |
| Reinstall | Chargeable* | Included | Included |
| Configuration | Chargeable | Chargeable | Included |
| Upgrades & Security patching | Chargeable | Chargeable | Included |
| Standard software (Apache, Postfix, MySQL, DNS) | |||
| Install | Chargeable | Chargeable | Included |
| Troubleshoot | Chargeable | Chargeable | Included |
| Configuration | Chargeable | Chargeable | Included |
| Security patching | Chargeable | Chargeable | Included |
| Scripts & non-standard software | |||
| Install | Chargeable | Chargeable | Chargeable |
| Troubleshoot | Chargeable | Chargeable | Chargeable |
| Configuration | Chargeable | Chargeable | Chargeable |
Charges |
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| Working hours chargeable rate | £65.00 /hour | £55.00 /hour | £49.00 /hour |
| Out-of-hours chargeable rate | £149.00 /hour | £129.00 /hour | £99.00 /hour |
NB: Prices are subject to VAT.
Notes
- Reinstalls are free for Linux Miniserver™ VMs (within reason)
- No access to server or greater than 2% packet loss
Limits of support
We will always endeavour to provide a high level of support and work closely with you to resolve any issues you may have.
However, the following items are not included as part of support and will be quoted for separately:
- Creating custom scripts
Creating custom script making includes the making or writing of scripts, programs or other things that would require large scale coding or scripting. - Script editing or rewriting
Script editing includes editing and customising a commercial or open source script for use on a site or a custom script for a website. - Custom script program installation / moderation
Large scale script or program installation / moderation includes installing a script or program that is not required for webhosting or takes more than 30 minutes to modify to install correctly. This is mainly in regard to scripts and programs that would only benefit one person or a single site. - Website creation/editing
Website creation is creating or editing a webpage with plain html or a CMS.
