This answer explains in more detail what level of support you can expect with your SupaNames Virtual Private Server


Server configuration

New VPS solutions are released with your choice of either a Windows or Linux Operating System (OS) installed and also the Plesk and Virtuozzo control panels. This gives customers the ability to fully administer and configure their solutions, including installing any additional components and managing sites and users. Certain configuration tasks may be performed by our system administrators for an additional charge.


Server administration and management

You will be responsible for the ongoing management and administration of your VPS solution. SupaNames cannot offer system administration or management services with our VPS solutions.

All our solutions come with the option for either Remote Desktop or SSH access (depending on the O/S) in addition to the web based control panels.


Root level access

All customers are granted full root access by default (via Remote Desktop for Windows or SSH for Linux). Please note that we are unable to offer support for any configuration changes or modifications being made directly on the server that are not done thorough the Plesk or Virtuozzo Control Panels, and any subsequent faults or errors arising from root level modifications may require the VPS solution rebuilding.



Fault finding and correction

SupaNames will support and correct any issues arising with the server hardware and hosting infrastructure but cannot guarantee to offer assistance with the correction of software and application faults or any custom changes made on the system that were not carried out via the Control Panels. If you believe there to be a fault with your actual VPS Solution (other than your own custom settings), then as the server administrator please provide full details to the support team, including any supporting evidence (e.g. error messages and entries from the server logs).

Certain fault finding and correction may be performed by our system administrators for an additional charge.

System monitoring

Individual VPS solutions are not monitored by our systems administrators; however we do monitor the overall hardware platform and the availability of our network and respond to issues identified. You will need to monitor your own services you have running on your solution (including uptime, CPU, memory, disk space and network usage) as appropriate via your control panel.

Spam email filtering

Our Mid and Premier VPS Solutions come with Spamassassin software pre-installed.


Operating systems
Reinstall/upgrade

If you need to have your VPS solution reset to an “as new” status (back to the original state when it was released to you), then you can easily deploy a fresh O/S and have your existing VPS account data mounted in the new OS. This is all performed instantly, and is controlled via the Virtuozzo web interface.

DNS
IP address

We supply one dedicated IP address with our VPS solutions for customers to use.

Please note: We do not support using the VPS server as a nameserver, and instead recommend customers use our separate SupaNames system to manage domains and resolve them to their VPS solutions.


Data protection
Backups

Your VPS comes complete with two full backups and a restore facility, so you can back your system up on a regular basis. If you make a mistake, all you need to do is make use of the Backup/Restore Utilities section of your VPS control panel and go back to an earlier system configuration at the click of a button.

Hardware
Full support

If any of the hardware on the VPS solution fails then we will repair it as soon as possible.

Reboots

SupaNames VPS has a repair mode that will enable you to boot the system in Safe Mode and fix any issues via your control panel.

Security
Patching

All new Windows solutions are fully patched with all the latest security updates at the time of the server build. Customers will need to ensure that any further security updates are installed on their server to keep them secure.


Server compromise

As the server administrators, you are fully responsible for ensuring that your server is kept secure at all times. Please note that the security of our network and customers is of the utmost priority at SupaNames and if a specific server is found to be compromised then this will be disconnected from our network pending a fresh reinstall.