Want some help to run things smoothly?

If your server becomed unresponsive and requires rebooting, you may request this as many times as you require during the month for no additional charge.

We're on hand 24/7/365, and we respond to support queries lightning fast. See the bottom of this page to learn what we will support, and whether it is chargable / taken from inclusive sysadmin time.

We'll monitor to see if your server is responding to a basic ping request. If it is unresponsive we'll attempt a reboot for you, or take a look in more detail if you wish. You can let us know which you'd prefer via the helpdesk and we'll save your preference for future.

We'll monitor to see if various services are responding, such as apache, pop, mysql etc. Just let us know which services you'd like us to monitor, and whether you'd like us to attempt to resolve the issue out of your support time, or whether you'd prefer us to simply advise you of the problem.

We've developed a system to rapidly deploy bug fixes and security patches across the servers under our management, ensuring that the latest security patches are applied at all times.

We'll apply ModSecurity server hardening rulesets to your server. ModSecurity is a web application firewall that establishes an external security layer to increase security, detect, and prevent attacks before they reach web applications.

An incident is considered any single contact with our support team, and includes up to 30 minutes of advanced sysadmin time. If a single incident requires more than 30 minutes of sysadmin time, the additional time will be chargable. You will be advised of the cost to complete any work over the inclusive amount before we proceed. Incidents cannot be combined or merged and any unused incidents are not passed over to the next month.

In addition to unlimited incidents, Semi-Managed and Fully-Managed customers receive extra sysadmin hours. These may be bolted onto any incident and are used up in 30 minute blocks. If you run out of included sysadmin hours in any given month, further sysadmin work is chargable. You will always be advised of the cost to complete any work over the inclusive amount before we proceed.

You may request a server health and security audit to be performed at any time. We'll conduct a full scan of your system to see if there are any security concerns, and monitor resource usage to ensure your server is in good shape and not overutilizing system resources.

We'll install an email anti-virus system to protect your users from any harmful viruses which might be spreading around the internet by email, before they reach your users computers.

We'll include a license for cPanel, worth $30 a month, for free on a Fully-Managed server. cPanel is the world's leading control panel software that makes managing websites easy, providing a point-and-click interface to perform tasks such as adding email accounts, parking domains and more. It can be added to any server for an additional $30 a month.

Root access gives you full administrator priveleges to your server. It's essential for server administrators to have this to properly manage their server. Since it gives all priveleges, you can also do some serious damage if you are not completely sure of what you are doing - we've seen many instances where customers have inadvertantly deleted or irreversibly damaged their entire server by mis-typing a command. For this reason we do not include it with the Fully-Managed plan - if something you need to do requires root, just ask us and we'll take care of it for you.