Hostwinds Tiers of Support

Hostwinds Tiers of Support

Unmanaged Services

Hostwinds also offers Cloud servers that are fully unmanaged, for details pertaining to the support offerings provided to unmanaged services, please review the KB article here.

Full Management

This is the default service level for all clients with a fully managed service.

The following is included with this service level, for all packages.

  • 24/7/365 Support via Phone, Live Chat, and Tickets

  • 100% Network Uptime Guarantee

  • 100% Power Uptime Guarantee

  • 1 Hour or Less Hardware Replacement

 

Fully Managed Cloud Hosting, and Dedicated Servers

On-going Server Maintenance

The following maintenance tasks are offered to all Cloud and Dedicated Servers. In order to have the following tasks performed users will have to login, and request that our team performs the task for them. If you’d like for our team setup the automation of any of the tasks below, then simply indicate that you’d like the task setup to automatically recur in the future. (Please note cPanel will automatically keep your server up to date by default).

  • Operating System Updates

  • Virus Scans

 

Fully Managed Support

The following items are covered by our Fully Managed Support on all Cloud and Dedicated Servers.

  • Load Problems or Sluggishness

  • Network Related Issues

  • Failure of Server to Boot

  • Hardware Failures

  • Package Installations via package managers (RPM,yum,apt-get)

  • DNS Configuration & Setup

  • Firewall Setup & Troubleshooting

  • Crontab Setup

  • Password Resets

  • Operating System Reinstalls

  • Setting Secure SSH Port

 

cPanel Additional Supported Items

The following additional items are covered by our Fully Managed Support on all Cloud and Dedicated Servers with cPanel installed.

  • E-mail Configurations

  • Troubleshooting Website Server Errors (500 Error, 403, Error, etc)

  • System Software Upgrades (php, MySQL)

  • PCI Compliance Modifications

  • Custom Apache Configurations (mod_python, mod_ruby, mod_wsgi)

  • Perl/PECL module/extension installations.

  • Backup Configurations

  • cPanel Options & Configurations

 

The above items are not a complete lists of everything that we support, and we will always do our best to provide you with the best level of support that we possibly can. With that being said, we are unable to provide assistance with custom software/script installations (example: FFmpeg). We are also unable to make changes of any kind to the software or scripts that you install on your server. (Example: we cannot fix bugs in your PHP script).

 

Enterprise System Engineering (Dedicated System Engineer)

This is the highest tier of support currently offered by Hostwinds. It includes all of the services offered under our normal Full Management, with the addition of the following services included in the price.

 

  • Nightly Offsite Backups

  • Server Security Audit

    • We Audit your servers security, and make recommendations. Once approved we implement our recommended security policies.

  • Enterprise Server Monitoring

    • Monitoring of All System Services on Server in 5 Minute Increments

  • Enterprise DDOS Protection (500+ Gbps)

  • Automatic Operating System Updates

  • All cPanel Additional Items supported on non c-Panel servers

  • Website & Database Optimizations

    • Our DB team will audit your web application, and DB and make recommendations for improvements

    • We will implement our recommendations if approved

  • Free System Engineer Consultation

    • Our engineering team provide you with free consultation at any time

    • Will make recommendations for optimal system setup based on current usage, and business goals

    • We will implement our suggestions if approved


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