RackNerd is committed to providing a variety of services to cater to an array of hosting requirements. This article aims to outline the support level accompanying our standard service package, known as "unmanaged services." Unless a management add-on has been procured, all services are presumed to be unmanaged by default. This discussion predominantly revolves around VPS and dedicated server services. Later in the article, we will delve into the support scope inherent with our other product line: Shared/Reseller Hosting.
Unmanaged Services: What Does It Mean?
Unmanaged services are an ideal choice for clients who either have a strong technical background or are keen to expand their knowledge in managing their server environment. With unmanaged services, while RackNerd ensures the flawless operation of the underlying infrastructure, such as taking care of the physical hardware, network connectivity, and power - all other elements, such as the operating system, applications, software installation/troubleshooting, etc are under the client's jurisdiction. In other words, anything OS level or application/software level falls under the client's responsibility. Choosing unmanaged services also has financial benefits. By managing the server yourself or with the assistance of your own systems administrator or freelancer, you're not paying for additional management or labor, translating into cost savings for you.
VPS and Dedicated Servers: Scope of Unmanaged Service
If your service is unmanaged, RackNerd commits to providing the following services:
1. Server Hardware Support: We maintain the physical server hardware, ensuring it functions correctly. In case of hardware failure, RackNerd will replace any faulty component at no additional cost.
2. Network Uptime: We ensure the seamless connectivity of your server to the public Internet, as per our Service Level Agreement (SLA).
3. Power Availability: We ensure steady power connections to your server, and all of our datacenter facilities are equipped with power redundancy measures.
4. Server Controls: We provide you with a user-friendly control panel to handle essential server management tasks from your end. For instance, VPS customers have access to the SolusVM panel, which enables you to start, stop, reboot, console, or reinstall your VPS whenever required. For dedicated server customers, we provide IPMI access to maintain out of band control over your server.
Not included in unmanaged services are software support/installation, firewall configuration, coding or programming, etc.
In summary, our primary commitment with unmanaged services is to ensure that your server is online, connected to the network, and ready for you to use. By ensuring a smooth and reliable foundation, we empower you to take control of your server and configure it according to your unique needs and preferences.
For those requiring managed support, RackNerd offers a 24x7 server management as a paid add-on. Please contact our sales team by creating a ticket to the Sales Department for more information.
Shared/Reseller Hosting: Scope of Support
When it comes to our shared and reseller hosting services, RackNerd provides server-level management and maintenance. This includes ensuring the server hardware is running optimally, that the network is consistently available, and that the shared hosting environment's power supply is stable. We also handle server-side issues, such as faults in the web, email, and database services.
However, while we provide a solid and reliable infrastructure for your website, there are certain areas that fall outside the scope of our support for shared and reseller hosting services, such as:
1. Script or Plugin Issues: Our responsibility does not extend to any problems that may emerge from third-party scripts or plugins deployed in your environment. For instance, if a WordPress plugin you installed disrupts your site or induces performance complications, our support team can provide guidance but cannot guarantee a resolution for the issue.
2. Coding Issues: If your website is experiencing issues due to faulty code, debugging this code falls outside the scope of our support. This also includes programming tasks or modifications to your website's code.
3. Website Design or Layout Problems: Issues related to the design, layout, or aesthetics of your website are not within our support scope. For example, if your CSS is not displaying correctly or a page layout appears broken, these are tasks that would need to be resolved by a website designer or developer.
4. Third-Party Applications: Any problems associated with third-party applications, such as a CRM system, an ecommerce platform, or email clients like Outlook or Thunderbird, are not within the purview of our support.
5. Content Updates: We do not provide support for updating website content, including posts, pages, or any other website elements.
Should you have any inquiries or if you find that the default support scope doesn't align with your needs, please don't hesitate to reach out to us. We understand that each client's needs are unique, and we're more than willing to tailor a managed support solution to provide you with the additional assistance you require.
