Dedicated Servers - Management Options
Whether you need full support or to be left to manage your servers, we offer an appropriate support level.
The below table itemises the features available in both our un-managed and managed servers. Of course, customised service level and management agreements are available for complex projects.
Feature |
Unmanaged Server |
Managed Server |
|---|---|---|
Service Level Agreements |
||
| Power Availability | 100% |
100% |
| Network Availability | 99.95% |
99.95% |
| Hardware Swapout Guarantee | Replacement within 4 hours |
Replacement within 4 hours |
| Dedicated Account Manager | included |
included |
Obtaining Support |
||
| Working Hours Email Support | included |
included |
| Working Hours Telephone Support | included |
included |
| Out-of-Hours Emergency Support | included |
included |
| Dedicated Account Manager | included |
included |
Hardware Support |
||
| server hardware failure | free of charge |
free of charge |
| server hardware upgrades | within 3 working days of order (chargeable) |
within 1 working day of order (chargeable) |
Operating System Support |
||
| Initial Operating System Installation | included |
included |
| Operating System Configuration | not included |
included |
| Operating System Reinstall | chargeable (£35) |
included |
| Security Patching | not included |
included |
Additional Services |
||
| Shared Firewall (on our enterprise-class firewalls) |
included, self-managed through web interface |
included, self-managed or Melbourne managed. |
| Hosted DNS (on our nameservers) |
included, self-managed |
included, self-managed or Melbourne managed. |
| Secondary or Primary MX | included, one domain name |
included, up to ten domain names |
| Server Monitoring | not included |
24/7 monitoring of up to two services (including http requests). engineer notified on failure 24/7. |
| Proactive Fixing | on hardware faults only |
on hardware and operating system faults |
| Additional Help |
||
| Office hours general support not covered above | £35.00 per half hour | £35.00 per half hour, 30 minutes complimentary assistance included per month. |
| Out-of-hours general support not covered above | £75.00 per half hour | £75.00 per half hour |
