Support Availability
Ticket support is available 24 hours per day, 7 days per week, 365 days per year.
Please log in to our support portal to open a ticket.
Tickets have two priorities, each with their own SLA. Typically our response is much faster than the advertised SLA! We trust our clients to make correct use of ticket priorities. Logging a billing inquiry as critical for example is inappropriate use of ticket priority.
- Critical: 30 minutes
- Normal: 24 hours
Support Coverage
We provide managed support for the following:
- 24/7/365 Monitoring of network services and response to outage alerts
- Operating system optimization and security hardening
- Periodic operating system patches on a schedule of your choosing
- Initial website migration from remote systems
- Management of all aspects of the operating system
- Support for third party applications is on a best-effort basis
- Automated backups
Support For Your Favorite Stacks
Our team of engineers has plenty of experience with various popular web development platforms. You can count on us to help you deploy your application following industry accepted best practices.
Support In Detail
Linux
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Operating System
- Firewall configuration and hardening
- Performance tuning
- Kernel upgrades
- Upgrades to new releases (bleeding edge/unstable unsupported)
-
Web Services
- Installation and management of Apache2 HTTPD
- Installation and management of nginx HTTPD
- Installation and configuration of Varnish cache
- Installation and configuration of PHP and associated modules (mod_php, php-fpm, fastcgi)
- ionCube installation, upgrade, and removal
- Zend Optimizer installation, upgrade, and removal
- eAccelerator, APC, and XCache installation and removal
- Unicorn (Ruby), Green Unicorn (Python) installation, configuration, and management
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Mail Services
- Installation and management of postfix MTA
- Installation and management of exim MTA
- Installation and management of SpamAssassin
- Installation and management of ClamAV
- Installation and management of SquirrelMail webmail
- Installation and management of RoundCube webmail
- Troubleshooting of mail delivery problems (problems caused by third party mail scanning, filtering, etc are not supported)
-
MySQL / MariaDB
- Installation and optimization
- Repair of installation
- Repair and optimize databases
- Troubleshoot startup or connectivity issues
- PHPMyAdmin installation and hardening
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PostgreSQL
- Installation and optimization
- Repair of installation
- Repair and optimize databases
- Troubleshoot startup or connectivity issues
Windows
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Operating System
- Firewall configuration and hardening
- Performance tuning
- Update installation and patch management
- Microsoft licensing
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Web Services
- Installation and management of IIS
- ASP.NET app pool tuning
- Web server hardening
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Active Directory
- Installation and configuration of Active Directory
- User management
- Member server hardening with GPOs
- Domain controller promotion and demotion
- Troubleshooting and repair of domain
-
Exchange Server 2010 and 2013
- Minimum of 8GB RAM + separate Active Directory server required
- Installation and configuration of Exchange Server
- Mailbox management
- Migration to new versions of Exchange
- High availability DAG configuration
- Troubleshooting and repair of Exchange
- Microsoft licensing
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Microsoft SQL Server 2008 R2, 2012, and 2014
- Installation and configuration of SQL Server
- Performance tuning
- Microsoft licensing