Reseller VPS Support
Support for your Reseller VPS Plan is available via our Support Ticket System. Support requests can be submitted by:
Reseller VPS Support
Our Support Team are around to help you whenever you need them and they will be more than willing to help you out when they can.
Due to the flexible nature of our Reseller VPS plans, there may be times when you want us to do work for you that is outwith our
normal support responsibilities - such as installing additional software for you or making changes to the default VPS configuration.
Every Reseller VPS plan is provided with 15 minutes of Assisted Support each month where you can ask us to
carry out almost any task - except debugging software or scripts, or programming - which should be enough
time to complete any minor tasks requested.
If you require more than 15 minutes of Assisted Support we have a number of support options that may be of interest.
What support do you get with your Reseller VPS Plan?
You always get the following completely free of charge:
- Initial set-up and configuration of the default installation of the Reseller VPS
- Replacement of faulty or damaged hardware
- 15 minutes of Assisted Support where you can ask us to complete a number of supported tasks - more time is available with our Assisted Support Options
- 24/7 ping monitoring of your VPS and at least 1 web site
- Patching of your Reseller VPS operating system with the latest patches from Microsoft
- Emergency Support if your VPS becomes unavailable
- General support regarding HELM not covered by our animated tutorials or online Knowledgebase
- General & specialist support for systems you are using that are installed by default and are managed via HELM but not covered by the support manuals or online Knowledgebase such as:
- Website publishing, uploading and access problems.
- File system and file naming issues error
- Email sending and receiving problems - if using our email servers
- Common mail software setup (e.g. Outlook) - see tutorials first
- Email spam blocking and filtering - if using our email servers (see tutorials first)
- Control panel access problems
- DNS issues - if using our DNS Servers
- FTP and Data Transfer issues - if using our centralized FTP servers
- ASP, ASP.NET script execution problems (no programming or debugging)
- Database connection errors
- File or group permissions errors
- Common commands and tools
If you need help with anything else
If you need help with anything else, such as the following, we'll be happy to offer support at our standard hourly rates or as part of
our Assisted Support Options:
- Issues not relating to the Reseller VPS default configuration
- Configuration changes to the default Reseller VPS installation, including permission changes
- Configuration changes to the standard firewall rules for an internet-facing web server
- Installation, configuration, and management of additional software you ask us to install
- Trouble-shooting issues with software you have asked us to install or errors this causes with the operating system
- Scripting or programming support
- Issues not directly related to your ability to use your reseller VPS, such as problems with your office PC or PDA
- Investigating email problems that turn out not to be a problem with our service, or where an automated reply giving the reason for the error or refusal has been sent to the sender of the email
Alternatively, you can purchase pre-paid support options depending upon the level of support required.
Our support team operate around the clock and are a group of highly experienced and very helpful people. Our target is to resolve
all support requests within 6 hours, although most requests are dealt with and resolved within 10-15 minutes.
Our frontline support team do not have access to any servers or VPS, and must call on a senior technician if access to your VPS is required.
Support Charges
Support is charged at the following rates:
- Monday to Friday 08:00 - 18:00 (UK Time): £60 per hour in 15 minute increments.
- All other times and days including Bank Holidays: £90 per hour in 30 minute increments
Preferential hourly rates for Level 3, 4, and 5 support customers are 50% of standard rates:
- Monday to Friday 08:00 - 18:00 (UK Time): £30 per hour in 15 minute increments
- All other times and days including Bank Holidays: £45 per hour in 15 minute increments
Assisted Support
Assisted support is normally only available between 08:00 and 18:00 (UK Time) Monday to Friday (excluding Bank Holidays) although senior
technicians may be available outside these hours at your request if notice is given.
For Assisted Support that is provided outside the hours of 08:00 - 18:00 Monday to Friday, time is calculated at
1.5 times the amount of time taken. This means that if an assisted support request takes 20 minutes between 18:00 and 08:00,
the time allocated against your assisted support time would be calculated as 30 minutes (1.5 x 20 minutes = 30 minutes).
Time allocated to assisted support is also calculated in the minimum increments as displayed above. If assisted support time was calculated as
22 minutes then the total time allocated would be 30 minutes (time is calculated in 15-minute intervals).
Assisted Support is per reseller VPS plan. If you require the same level of pre-paid support on more than 1 reseller VPS plan, you will need to
purchase pre-paid support for each plan.
Paid Support
If you run out of Assisted Support time during a month, and require additional work to be done, you will be charged our hourly rates for any work.
We may ask you to pay in advance before work is carried out.
Invoices for paid support are due immediately. Failure to pay the invoice within 24 hours would be a material breach of our Terms of Service.