The Importance of Managed Support
Consider technical support services to be like a health insurance policy for your server. Regardless of the server management
skills you possess, purchasing a managed service is a smart decision. The absense of the insurance provided by a managed server is
an enormous risk to the health of your business. When managing a server is not your business, turning to a company who can provide
an exceptional level of support for the server applications you use is critical.
All Solar Windows and Linux VPS and DDS servers are backed by our team of around-the-clock Level 3 support technicians who are courteous and prompt when handling client support incidents. All of our Windows and Linux support technicians have a vast knowledge of experience in IT support and customer service.
All Solar Windows and Linux VPS and DDS servers are backed by our team of around-the-clock Level 3 support technicians who are courteous and prompt when handling client support incidents. All of our Windows and Linux support technicians have a vast knowledge of experience in IT support and customer service.
Windows VPS and DDS Support
Solar VPS provides managed Windows support for the following software packages.
Windows 2003 Components
- Internet Information Server
( Web & FTP ) - Microsoft DNS
- Windows Media Services
- Remote Desktop/Terminal Server
- Microsoft .net and ASP (no coding support)
- Windows User and Group permissions
- Windows Firewall
- POP3 & SMTP
- Windows Scheduler
Database Software
- SQL Express 2005/MSDE/MSSQL
- MySQL 4 & 5
Scripting Software (no coding support)
- Mirosoft .net and ASPscript
- PHP 4 & 5
- ActivePerl ( install only )
Mail Server Software
- MailEnable
- hMailserver
Additional Software (install only)
- Filezilla Client & Server
- SSL certificates
- ASP component dlls
- Cold Fusion
- additional software packages upon request - based on approval
Plesk for Windows Control Panels
- All Windows OS items mentioned above
- Horde webmail
- Plesk backups
- Plesk Scheduled Tasks
- AWstats
- Webalizer
Support Queue SLA
The following is a list of suggested support ticket response times. These times are for ticket initial response time. Ticket resolution
is dependent upon many factors and cannot be governed by SLA.
Emergency status
Please note: this status is for EMERGENCIES ONLY. If you cannot reach your server or require a reboot then we consider it to be
an emergency. Control panel licence failures as is affects service is also considered an emergency. Solar VPS considers all other
issues to be non-emergencies.
1 - 30 minutes
High Status
Generally used for any of following:
(a) Failed service (HTTP, FTP, DNS)
(b) Virtuozzo Resource problems and errors
(c) Problems accessing our Support System
(d) General control panel issues effecting service
(a) Failed service (HTTP, FTP, DNS)
(b) Virtuozzo Resource problems and errors
(c) Problems accessing our Support System
(d) General control panel issues effecting service
Up to 2 Hours
Medium Status
Generally used for any of the following:
(a) Reverse DNS requests
(b) General control panel issues not affecting service
(a) Reverse DNS requests
(b) General control panel issues not affecting service
Up to 6 Hours
Low Status
Generally used for any of the following:
(a) Software reinstalls
(b) OS reinstalls
(c) Service upgrades
(a) Software reinstalls
(b) OS reinstalls
(c) Service upgrades
Up to 24 Hours
How Solar VPS Support Works
Consider technical support services to be like a health insurance policy for your server. Regardless of the server management
skills you possess, purchasing a managed service is a smart decision. The absense of the insurance provided by a managed server is
an enormous risk to the health of your business. When managing a server is not your business, turning to a company who can provide
an exceptional level of support for the server applications you use is critical.
All Solar Windows and Linux VPS and DDS servers are backed by our team of around-the-clock Level 3 support technicians who are courteous and prompt when handling client support incidents. All of our Windows and Linux support technicians have a vast knowledge of experience in IT support and customer service.
All Solar Windows and Linux VPS and DDS servers are backed by our team of around-the-clock Level 3 support technicians who are courteous and prompt when handling client support incidents. All of our Windows and Linux support technicians have a vast knowledge of experience in IT support and customer service.
Linux VPS Support
Solar VPS provides managed Linux support for the following software packages.
APF (Advanced Policy Firewall)
An iptables(netfilter) based firewall system
BFD (Brute Force Detection)
A modular shell script for parsing applicable logs and checking for authentication failures
Rootkit Hunter
A Unix-based tool that scans for rootkits, backdoors and possible local exploits
chkrootkit
chkrootkit is a tool to locally check for signs of a rootkit
YUM
A CentOS and Fedora system package manager
Install Only Software
- FFmpeg
- Mplayer + Mencoder
- Flvtool2
- Libogg + Libvorbis
- LAME MP3 Encoder
- Shoutcast
Plesk Control Panel
- Apache
- BIND
- MySQL
- PHP
- Perl
- POP3 & IMAP & SMTP
(Qmail/Courier-IMAP) - Horde webmail
- Squirrelmail
- Pro-ftpd
- Spamassassin
- Dr. Web Anti-virus
- PostgreSQL (install only)
- Tomcat (install only)
- Cold Fusion (install only)
- Linux Plesk -> Plesk migrations
- Plesk Backups
- Plesk Scheduled Tasks
- AWstats
- Webalizer
cPanel Control Panel
- Apache
- BIND
- MySQL
- PHP
- Perl
- POP3 & IMAP & SMTP
- Horde webmail
- Squirrelmail
- Pro-ftpd & Pure-ftpd
- Spamassassin
- Clamav Anti-virus
- Linux cPanel -> cPanel migrations
- cPanel Backups
- AWstats
- Webalizer
DirectAdmin Control Panel
- Apache
- BIND
- MySQL
- PHP
- Perl
- POP3 & IMAP & SMTP (Exim/Courier-IMAP)
- Spamassassin
- Clamav Anti-virus
- Linux cPanel -> cPanel migrations
- DirectAdmin Backups
- AWstats
- Webalizer
