Nitro - All hardware is not created equal.
(dpv) Nitro

Dedicated VPS Support Promise

 

(dv) Nitro

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 server administration (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) Nitro 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) Nitro 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.

Advanced server administration (mt) Media Temple does not provide advanced system administration services for your (dv) Nitro 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) Nitro 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.

(ve) Nitro

Distribution Releases We provide the latest versions of the Operating Systems offered with (ve) Nitro Server. Important Note: Whenever an OS we provide issues a major point release, we will work with Parallels to make it available to our customers via their Control Panel in a timely manner.

Hardware maintenance & replacement (mt) Media Temple maintains all aspects of the underlying hardware that powers your (ve) NItro 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 an expedited manner.

Monitoring & maintaining network uptime (mt) Media Temple maintains all aspects of the network your (ve) Nitro 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.

Control Panel (mt) Media Temple provides support for the Control Panel in the AccountCenter. The tools provided to you by (mt) Media Temple should always be accessible, including the Parallels Power Panel.

SSH Availability (mt) Media Temple provides support for SSH availability. We will ensure that the SSH protocol remains available, since this is the main way to interact with your (ve) Nitro Server. In the event that SSH becomes unavailable, it might be necessary to use the Repair & Diagnostics Tools to restore access.

Operating System UpdatesIt is your responsibility to keep your system up to date with the latest versions of software installed on your server, including any important security updates.Note: When possible we will provide information in our community-driven sites alerting customers to important security updates.

Software Installation support (mt) Media Temple does not provide support for the installation and/or configuration of any software you choose to install on your (ve) Nitro Server. We strongly encourage consulting other sources of information, including our community-driven sites. Please note that we are not responsible for the information provided in our Wiki or Forums, unless otherwise noted.

User Administration Similar to our Software Installation support, you will be responsible for supporting any users of your (ve) Nitro Server, such as email services you have installed. Example: You have a user that is not able to receive mail from your server. This user would have to contact you or your Server Administrator for support.

Basic & advanced server administration (mt) Media Temple does not provide any system administration services for your (ve) Nitro Server. You will be expected to troubleshoot and resolve any issues that arise.Example: If your Apache webserver crashes under heavy load, or as a result of misconfiguration, you will be responsible for resolving this issue.

Server backups (mt) Media Temple does not provide any data backup services for your (ve) Nitro Server. We suggest purchasing a Snapshot Backup add-on in the AccountCenter that provides a complete backup of your server with a simple restore procedure.

For more information on what's supported, visit our Scope of Support page.

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