Plesk™ & Root VPS Support
Due to the differing nature of Root and Plesk™ VPS administration, Hostway provide two different tiers of support for you based upon the package type you have chosen. There are also General support aspects that both platforms benefit from.
General Support
| Initial Installation & Testing |
To begin with, we provide an initial installation of applications and operating systems, enabling you to start using the virtual server the minute it has been tested.
After the VPS package has been deployed, you will then have 24 hours in which to test the installation yourself, to ensure that you are satisfied that it is working correctly. During this 24 hour period, we will investigate any issues you raise and if we find that there was a problem at the deployment stage, we will be happy to create a new installation for you. |
| Hardware & Network Support |
Hardware and Network support is provided by Hostway on both types of VPS packages - Plesk and Root. This means that your package is covered by our Service Level Agreement which guarantees compensation in the event of unavoidable network failures. You can view the SLA here.
In summary, we will:
 Ensure your Virtual Private Server platform is maintained in a stable and secure state on hand-over
Maintain a secure network
Undertake systematic backup of all data
Make provision for emergency replacement of hardware
Reimburse you for outages that exceed the terms of the SLA
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Plesk™ VPS Support (Managed)
If you decide to purchase a VPS Plesk package, you benefit from a further level of Managed support, over and above general support.
Hostway will fully manage and support your Plesk™ Virtual Private Server. This means that Hostway is responsible for the operating system, patches and updates, and for providing support for your Plesk Control Panel.
As you do not receive any root-level access, if you have any problems or issues you can contact our Support department at any time - 24x7x365 with your query:
Email: support@hostway.co.uk
Phone: 0845-230-1880
Root VPS Support (Unmanaged)
If you decide to purchase a VPS Root package, then Hostway will manage ONLY the hardware and network for your Virtual Private Server. This means that 3rd party Software and Application support is not included with Hostway's VPS Root packages.
What we will support:-
Maintaining and monitoring the hardware of the host server
Maintain a secure network
Undertake systematic backup of all data
Make provision for emergency replacement of hardware
Reimburse you for outages that exceed the terms of the SLA
Licensing inquiries and issues.
Billing Issues
What we won't support:-
Performance or reliability problems due to problems caused by
configuration or software inside the
customers Virtual Machine.
Installing and configuring software
General Linux/BSD/Windows help
ontrol panel installation, configuration, or other similar problems
In essence, as the administrator you are responsible for the operating system, patches, updates and any 3rd-party or open-source software applications that are running. You are also responsible for the maintenance of the individual firewall on your VPS, although we do provide a dual-tier network firewall solution in front of our VPS Server.
As VPS Root packages offer Root access, we cannot accept responsibility for issues arising from customer configuration error.
If you have any hardware or network queries, please do not hesitate to contact the VPS Support team using the details below, but please accept that they cannot offer any advice on application settings or configuration:
Email: support@hostway.co.uk
Phone: 0845-230-1880
'Roll-Back' Requests
If, at any time, you make a change to your VPS package, and you need to restore to an earlier point in time, we are happy to offer this service for you.
Roll-back settings are configured to backup your data and settings every 24 hours. This means that we are generally able to roll-back to a point in time not less than 24 hours previously. This service is chargeable at the rate of £45.00 per incident, to cover the cost of engineer time to provide this service for you.
To use this service, please contact support@hostway.co.uk or call us on 0845 230 1880.
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