At the time of posting, the above post was accurate, in terms of Plesk support.
Since we are now able to offer Plesk on unmanaged Windows plans, this needs to be clarified clearly.
If you've ordered a VPS through JVDS.com on or after September 9th, 2009, you are on a completely UNmanaged plan. Even though cPanel, DirectAdmin or Parallels would indicate that your provider (us) needs to provide you assistance, we cannot provide you with assistance on an unmanaged plan. See below please.
If you ordered a VPS through SolarVPS prior to September 9th, 2009, and your plan name contains "UX" or "ULX" in the name itself, you are on an unmanaged plan. See below please.
To clarify, if anyone is on any kind of an unmanaged plan (as indicated via the two above paragraphs), the ONLY thing we provide assistance with as part of your plan is:
OS reloads - You get two free OS reloads for the life of your VPS. It's $25 per reload after that, if we perform it.
We provide basic VZPP support - This is only if your VZPP interface is not responding.
We provide hardware support - if the hardware crashes, we'll get it fixed.
We provide network support - This is provided if the entire node is affected.
Reboots - Only if your VZPP interface is not responding.
OS updates - This is done at the Hostnode level, and is announced ahead of time.
Any other issues, including security or control panel issues fall onto the customer to resolve themselves. Anything that requires us to physically log into your individual VPS is subject to the Administrative Support fee of $75.00/hour, 15 minute increments. We can provide BASIC guidance via email ticket support only, though most of what we will refer you to would be our online tutorials or to online documentation.
Please note that UNmanaged customers are not eligible for live chat support or live telephone support. ALL issues must come into our support team via emails to email@example.com
or via the JVDS Support queue at https://support.solarvps.com