AccuWebHosting.com strives for the highest level of support available. To continue to offer the level of service our customers expect, it is important to understand the three different levels of our support services offered. While the majority of customers only require Basic Support, we also offer a higher level of paid support which covers system admin tasks such as third party installations, basic system administration, and general troubleshooting. Please review our two tiers of support services listed below, then continue to the Support Panel.
Our Basic Support covers general support queries and questions. A typical guideline for Basic Support is any question or issue where a support tech does not have to access your server via RDP. A few examples of Basic Support are listed below:
Basic Support
Our Basic Support covers general support queries and questions. A typical guideline for Basic Support is any question or issue where a support tech does not have to access your server via RDP. A few examples of Basic Support are listed below:
- Server reboots
- Password changes
- Basic configuration changes
- IP Address additions
- RAM/Disk changes
- General 'How Do I?' questions
Unmanaged Support VPS
Unmanaged plans come with very limited support from AccuWebHosting.Com. We set up initial components on the server. We provide only reboot and format support for Unmanaged VPS. Apart from the initial server setup, any other software installation is not provided. Technical support will not be provided.
Fully Managed Support
AccuWebHosting.Com is very proud for providing Fully Managed services in all control panel based VPS's as well as Hybrid Servers. Fully-managed services for VPS & Cloud servers can be purchased for as low as $12.96/month (To upgrade, contact our support team). By utilizing our years of experience you will definitely be able to relax and enjoy powerful Hosting without any trouble. AccuWebHosting.Com offers managed support for all system factors which are listed below:
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1. Physical hardware monitoring, replacement, and management
AccuWebHosting never compromises with the quality. We will deploy your VPS on powerful Intel or AMD machines with multi-core, multi-CPU and 8x, 12x or 24x RAID 10 setup for HDD. On 24 x 7 basis, we will monitor, replace and manage physical hardware components, so you will never need to be worried about this. -
2. Server/Service monitoring
In Managed Service Options, we keep a close track of your VPS on a 24x7 basis. For any Managed Virtual Server - FTP, Mail, Database & Web Services are default monitored at the interval of 5 minutes. To monitor the VPS services and hardware resources, we install the Zabbix agent in each Managed VPS. The Zabbix is an enterprise-class monitoring solution to monitor the network and applications on various operating systems.
Zabbix is designed to monitor the applications, services, availability and performance of IT infrastructure, hardware resources and numerous other network parameters including the health and integrity of the servers. It’s a high-performance software that can gather any type of information virtually from the network. An individual VPS’ Zabbix agent reports the following data to our main Enterprise Zabbix server.
- CPU Load
- Disk Read and Write Throughput
- Utilization of Disk-space
- Number of Processes
- Utilization of RAM
- Incoming/Outgoing data from the Network Interface Card
- Availability of Network Services
Our Zabbix Enterprise server stores the collected data (from individual agents) in the database and render graphs for visual reference. Following are some of the screenshots taken from the Zabbix web interface.
Zabbix has its own notification system that will send us proactive alerts for service down or higher usage of resources, etc. If a VPS is utilizing more resources then it is possible that customer should face random service crash/interruption. Upon receiving such alerts our technicians will take immediate action and resolve the issue. Any additional services like particular website monitoring or specific website URL monitoring can be handled on request. In most cases, the issue is resolved before you are aware that anything has happened.
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3. Best effort installation of third-party tools
Looking to have a third party tool on your VPS? Yes, we will make the best effort to install a third-party tool on your VPS, even if we've never worked on that. The VPS team will offer best-effort help for the installation of such applications, programs, and software. Configuring them and further troubleshooting is the customer's responsibility. Every month, total of 2 hours of free admin work is offered for third-party tools installation. Unused admin work hours cannot be carried over from month-to-month. -
4. Operating System & Control Panel Management
We provide solution to any issues related to operating system and control panel elements as well as management of every aspect of the operating system issues and control panel issues. We will also install OS updates and security patches twice in a year. We will send a prior notification to all managed clients. We will perform this task for the managed clients who confirm their convenient time for this task. One free OS re-installation is offered every month. WebsitePanel (Control panel) and SmarterMail (Mail server software) are the only Control Panel & Mail Server covered under fully managed terms. -
5. Fast response time and 24x7 Fully Managed Support
Almost every ticket is definitely answered in 15 minutes and resolved within 6 hours by our Technicians. Under the Managed VPS contract, we offer 2 hours of free Admin work every month. However, unlike other managed companies, who strictly restrict them for "X" amount of admin hours, we never do. We're here, anytime for any reasons. To sign up for this service, please contact our support team. Before sign up, please read our terms of services for Fully Managed VPS.
Per Incident Support
Our Per Incident Support services are needed if a support tech is required to log into the server via RDP. Advanced Support is billed on a per-incident basis. An ongoing monthly support contract can be purchased at a discounted rate. For more details, please contact us at ease contact sales@accuwebhosting.com for more details. A few examples of Advanced Support are listed below:
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Third-party software installs, not covered by Quick Installs
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Local Firewall configurations
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Script troubleshooting
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Database issues
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Performance troubleshooting
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Advanced IIS configurations
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Software upgrades
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Security/PCI hardening
Windows Update Management Service
In Windows Update Management Service, we will proactively install all the windows security patches and recommended updates every month in your Windows VPS making it less vulnerable to attacks such as ransomware.
→ Looking to know more about self-managed vs fully managed? Please refer to self/fully managed hosting for more details.
