Submitting a Ticket : All support requests must be submitted to through our ticketing system.

Support Policies :

Unmanaged Dedicated Servers and VPS : Support for your Unmanaged Server is limited to the hardware and network functionality. The base operating system installation is initially supported as well, but only when we first set up your server. Premium Support is available at our standard billable rates:

  • 20 minutes: $45
  • 30 minutes: $65
  • 60 minutes: $95
  • 300 minutes: $395

Please note that when a Support Specialist performs work on your server they will first need to do an initial assessment. This is billed at $45 for 30 minutes work. Further assessments may or may not be required for your future Premium Support requests depending on how many changes have been made to the server. We will also need a login account (root or other) that has the necessary permissions.

Premium Support examples: configuring mail servers, apache, kernels, writing scripts, cronjobs, reviewing logs, building IP Tables, general server troubleshooting. Premium Support is not limited to these examples. Contact to schedule an initial assessment and to receive a follow-up estimate for your request.

Managed Dedicated Servers will support any reasonable requests that the customer may have. Beyond all the included managed services, support is limited to up two (2) hours per month, after which our Managed Support rates apply. See the support plans listed below. Managed Support billable rates are as follows:

  • 20 minutes: $25
  • 30 minutes: $35
  • 60 minutes: $60
  • 300 minutes: $250

Dedicated Server Reboots

Physical reboots are limited to two (2) free incidents per month. Beyond the second, each server reboot is billed at $30/incident. If it is determined that a reboot is required due to a hardware problem, the reboot is free. will replace the problematic hardware free of charge if deemed necessary by both the customer and a representative.

Special Time Requests
All special time requests will be billed at our normal rates plus 50%

Our Prepaid Dedicated Server Support Plan Levels are listed below :

Dedicated Server Support Plan Levels :
1 2 3 4 5
99.5% Network Uptime SLA
Free Faulty Hardware Replacements
24/7 Helpdesk Access
24/7 Technical Support
24/7 emergency Support - included
24/7 Forum Support - included
Server Patching / upgrade Support
Preferential Hourly Rate
24/7 Server Monitoring - email notification
Initial Security Hardening

Remote Reboot - included***
Server-Based Firewall - Management
Free Backup Restores for Drives *

CentOS 5.7 / 6 Operating System Included
Regular OS Patches / Updates - Notification
Rbl Mail configuration

Monitoring of services with email notification
1 2 5 10
Telephone Support

Yes Yes
Support Time allocated** 15 min
30 min 1 hour 2 hours 3 hours
PRICE per month Free $39.95 $59.95 $99.95 $149.95
2nd Server Free $19.95 $25.95 $39.95 $59.95

* Requires that you pay for our backup service.

Support Time allocated** per month

How do I order ?
Server management services can be added when you rent any Server.

When can I ask for assistance?
Assistance is available any time, however outside business hours, the time is considered double time.

Level 5 Management
Level 5 Management is the most complete server care solution. It includes, complete 24/7 monitoring of your server's services with immediate response to fix any issue.