VPS Support Policy and DefinitionStandard support is designed for Virtual Private Server (VPS) clients who are self-sufficient in managing a dedicated server. Included at no additional cost with your VPS account is our standard support to assure the server and infrastructure availability you expect from a provider. Standard support covers systems and infrastructure that is exclusively managed by our support and operations staff and is outside of customer control. Example issues eligible for free standard support include a reboot, a networking problem, or a hardware failure. Additional technical support is provided on a for-fee basis as shown at here: (support chart).
Please be aware that changes made by our technicians are made on an as-is, no warranty basis, and is subject to our Terms of Service. Additional changes, administration or troubleshooting will be subject to additional support fees. You retain control and responsibility for the management of the VPS system, server software and applications. Upgrades are at your option, responsibility and control. A backup of your VPS should always be performed before attempting installations, updates or modifications. In the event of a failed or aborted change that results in damage to your VPS, a restoration from your backup can be performed at your discretion without incurring fees. Restoration without your own backup of your VPS is not guaranteed or implied and will incur fees if you request our assistance. Support Process Support requests may be submitted via telephone or email. Urgent system down issues should always be reported via telephone for quickest resolution. Email requests will generally be responded to in less than 24 hours. Please visit the support home page for telephone and email contact details. Support requests must always be initiated by customer personnel who have systems access and the required knowledge to administer your VPS implementation. Support Hours Support staff is available to answer your VPS support calls. Primary support hours are from 6am - 11pm PST, Monday through Friday. 24/7 telephone support is available for critical system down issues only. After hours and weekend calls will be answered by a customer service representative who will alert the appropriate staff member, who will return your call and work the issue with you. To contact our VPS support team, please call 360-253-2210. Online Resources Extensive online tutorials and knowledge solutions are available to assist you. They can be accessed at the following locations. Go to the support home page for access to the following resources:
Plesk 8 Resources http://www.swsoft.com/en/products/plesk8/docs/ Virtuozzo Power Panels Resources http://www.virtuozzo.com/en/products/tools/vzpp/ Apache Resources http://httpd.apache.org/docs/2.0/ Support Chart
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