VPS Support Policy and Processes

Our Technical Support staff is dedicated to providing you with responsive, professional assistance so you can manage your virtual private server effectively. Both online and live support resources are available.

Support Policy
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.

In addition to standard support, optional fee based support services are available.

Standard VPS Support Definition
Standard support covers systems and infrastructure that is exclusively managed by our support and operations staff and is outside of customer control.

Optional VPS Support Services Definition (Fee Based)
Optional Support services are charged per incident or per quote basis for educational or administration requests.

Per incident VPS support service charges will be quoted at time of call and are payable via credit card.

VPS Support Incidents expire 30 days after purchase date. We request that you only purchase credits for support on an as needed basis. In the event that the credit is not used within 30 days, the fee shall be forfeited to cover administrative costs

Per Incident Examples

• Your server becomes unavailable and is not due to hardware or network services exclusively under our control.
• You request assistance with an application that may have been configured incorrectly.

Education and Administration VPS support service charges will be quoted in advance and are payable via credit card.

Education and Administration Examples

• You request assistance with a script.
• System administration
• System or application instruction
• System Setup or configuration

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:

• Knowledgebase
• Tutorials
• VPS Resource Page

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/