What is supported in our
basic support service?
Our core support for your virtual or dedicated
server is limited to making sure that the system and services run, that the
system has the specified Internet connectivity, is backed up nightly (if mirroring
or archiving is ordered), and that collateral standard services provided also
remain operational.
If you lock yourself out of your system, or destroy
it, our support is limited to reinstalling a base virtual for you and then
providing you advice on bringing data back from wherever you have stored it.
If you use our optional Easy-Connect services, support for these will also
be provided.
As part of our basic services, we do not provide
you with support for configuration or use of anything inside the system. This
means that you are responsible for the administration and support of all applications
in your environment. If you would like us to provide you with support for
various applications, or administration of these, please check out our applications
support page.
Support is to the environment administrator
Our telephone support is provided only to the system
administrator of an environment. Users of the environment must call their system
administrator if they have a problem, and the system administrator (who is probably
you) will call us if they are unable to resolve the problem.
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