Business VPS Support PromiseMore Questions? Contact Us.
Unlike similarly priced VPS solutions found elsewhere, we believe our customers deserve access to a higher level of service. (dv) Dedicated-Virtual hosting includes access to 24/7 expert help via phone, chat, or Twitter, along with instant Support Request, Forums, and an extensive KnowledgeBase.
Here’s an “at a glance” breakdown of (dv) support. Get all the details on our Statement of Support page.
- We Manage
- info Plesk uptime, OS support & security updates
- info Basic Plesk assistance via KnowledgeBase
- info Hardware maintenance & replacement
- info Monitoring & maintaining network uptime
- You Manage
- info Custom application support
- info Basic and advanced server administration
- info User script errors
- info Customer data backups
Plesk, OS support & security updates We maintain the security and stability of the Operating System as originally provisioned. We reserve the right to automatically apply backported security fixes when available, including the Plesk Control Panel. This ensures the most stability, with the least amount of disruption to your server. Important Note: In most cases, the version numbers of updated software will not change when security fixes are applied.
Basic Plesk assistance (mt) Media Temple provides support for the software included with your server in its original state. Examples of basic server administration would include the basic functionality offered with the Plesk Control Panel, such as adding domains to your service or configuring email users.
Hardware maintenance & replacement (mt) Media Temple maintains all aspects of the underlying hardware that powers your (dv) Dedicated-Virtual Server. Any hardware-related issues that arise will be addressed without your intervention —we maintain an inventory of replacement components and service contracts with all of our hardware vendors to ensure that faulty hardware will be replaced in a timely manner.
Monitoring & maintaining network uptime (mt) Media Temple maintains all aspects of the network your (dv) Dedicated-Virtual Server utilizes. This includes all the bandwidth and networking equipment under our control. Important Note: This support does not extend to the public internet where you or your visitors are accessing your server from.
Custom application support Although we apply security fixes to your server Operating System, we don’t upgrade the software that it’s delivered with. Our main goal is server stability. From our experience even the smallest upgrades have the potential to cause serious disruptions and incompatibility with existing software. For example: If your server comes with PHP 5.x and a few months later 5.xx is released, you will be responsible for applying that upgrade if you need it, along with troubleshooting any problems that arise from it.
Server administration (mt) Media Temple does not provide advanced system administration services for your (dv) Dedicated-Virtual Server. You will be expected to troubleshoot and resolve issues when more advanced administration is required. Example: If the Apache web server begins to crash under heavy load as a result of misconfiguration, you will be responsible for resolving this issue.
User script errors Similar to custom application support, you will be responsible for supporting any script errors generated by any of the web-based applications you install on your server. For example: If you’re running WordPress and you encounter error messages after installing a plugin, you will be responsible for troubleshooting these errors.
Customer data backups (mt) Media Temple does not provide any data backup services for your (dv) Dedicated-Virtual Server. The Plesk Control Panel includes backup tools that you can use to setup and maintain your own data backups. In addition you may also purchase a Snapshot Backup add-on via the AccountCenter that provides additional backup and restore capabilities.
Premium Managed Care Services
Need help above and beyond what’s included? We also offer extended care options with our highly trained Otto team—either à la carte or by subscription. Learn more about Otto »
For more information on what's supported, visit our Statement of Support page.