SUPPORT & MANAGEMENT

What does DV support cover?

Every Media Temple customer has access to around-the-clock support. You can reach us by chat, Twitter, phone, or support request. Providing you with world-class support for your hosting account is what we work on 24/7/365. We promise:

  • A friendly, helpful support experience every time
  • Quick answers to chats, tweets, support requests, and calls 24/7
  • Extensive self-help resources like our Knowledge Base
  • Timely, informative updates on maintenance, system incidents, and any occasional service interruption
  • An open ear and serious attention to all your feedback, both good and bad

Please view the Media Temple Statement of Support for a complete breakdown of what’s covered.

How do I get help?

Once you're a customer, you can issue support tickets quickly and easily via your Account Center dashboard. Our staff of support engineers are constantly monitoring support requests and respond very quickly. Not a customer yet, or unable to access your Account Center dashboard? We accept support requests via email, telephone, and even Twitter. You can also find lots of helpful information in our Knowledge Base.

Does DV have an uptime guarantee?

Media Temple guarantees hardware, network, and infrastructure uptime of 99.99%. If we ever fall short, you get money back. That’s the Media Temple 20/20 Uptime Guarantee.

Are there extra support options?

For customers who want or need extra help with server administration, we offer the CloudTech service line. CloudTech is a full suite of server admin and care services, which includes an a-la-carte, on-demand options, as well as an exclusive monthly subscription service for DV customers only. Visit our CloudTech page for more details.

How can I monitor my DV server status?

Every DV service includes our exclusive, real-time server status system, providing you with an instant view of your servers health. Monitor an auto-updating stream of your server’s CPU, memory, disk, load and network usage directly from the Account Center. Realtime and Historical Server Status information is also available via the Account Center 24/7/365.

Do Plesk and cPanel include monitoring tools?

Yes, both panels have tools to monitor control panel services and the health of your DV. Visit the Media Temple Knowledge Base to learn more about monitoring tools for your selected control panel. The Account Center also provides a quick performance monitoring tool for your convenience.

Am I able to create a backup with Plesk?

Yes. The Plesk backup tool is an excellent tool when used in conjunction with the Snapshot Backups add-on. This tool is recommended to be used for more frequent backups, meaning weekly or even daily. The main purpose of this tool is to have the ability to quickly and easily recover important data for one specific domain without affecting the state of the server overall. The backup utility retains website files, email users/email box contents, and databases. This tool does not backup any server configurations. However, you do have the ability to download the created backups locally, and it offers the option to automatically move the backups to another server via FTP. NOTE: If the Backup option is greyed out, simply open a support request from the Account Center.

What if I somehow break my server and can't access it?

If you have enabled the Snapshot Backup add-on, you may restore from a Snapshot Backup. Also, you may restore from your own backups that may be stored elsewhere. Otherwise you can perform a rebuild of your server via the Account Center, which will move everything currently in your server into the /old directory.

What are the charges if I exceed my bandwidth?

If you exceed the bandwidth included with your hosting plan, you will automatically be charged for the overage at the rate of $0.15 per GB. We will alert you in advance via email if our monitoring system projects that you will exceed your bandwidth allocation. You may also view a report of your current and projected bandwidth use during any billing cycle directly inside the Account Center.

What is battery-backed write-cache enabler?

It allows for higher reliability and performance for writes. In real-world terms, it can make disk writes ten times faster, and if a system crashes, greatly reduces the likelihood of data corruption.

What forms of payment does Media Temple accept?

We accept the following payment methods: Visa, MasterCard, American Express, Discover, PayPal, or wire transfer. If you are a US customer, you may also pay by money order or check.

Please let us know if you intend to pay via PayPal, money order, check, or wire transfer so we may email you special instructions. Any payment method requiring special instructions will need to be prepaid for a year.

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