On-Demand Restore of VPS from Disaster Recovery Backups will be charged at $100 per incident for Basic Managed VPS (no charge for fully managed). In case restoration is required due to a host infrastructure issue, there will be no charges.

System/Server Administration Support will be limited to 3 Basic Issues per month (service billing cycle month) and/or up to a maximum of 2 hours – for any additional support, it will be available at $50/hr. Basic issues include standard software installation/configuration only (Included software/services in basic issues are SSL Certificate configuration, Mainstream Applications, and Databases – SQL Server / mySQL only).

Self-Managed services just include infrastructure + network. No support/advice is included. Any request that requires us to log in to your server will be charged at regular custom support rates ($50/hr).

We have limited knowledge of scripts/software code (our techs are experts at server & network management) and hence, these issues will be required to be addressed directly with the developer. In case of application-specific issues (like wordpress / sitefinity / umbraco / joomla / smartermail / exchange / etc.), we will provide best-effort support with regards to server configuration. However, if there are issues internal to the application, these will be required to be addressed directly with the vendor.

We reserve the right to charge support on per hourly basis if server issues have been caused due to customer misconfiguration and these will be considered outside of free support.

In case we find that the customer is abusing our managed support by requesting repeated changes / reloads / etc. causing an excessive amount of work, we reserve the right to charge for additional support under a custom support charge of $50/hr.