Tools and instructions enabling you to maximize the potential of your Hostwinds product and service experience.
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Hostwinds' Tiers of Support
Hostwinds provides a tiered system of support that respects our client's needs and knowledge for each plan. We scale our services and support for the level of tasks per our frontline agents.
Hostwinds offers Unmanaged Linux and Windows Cloud servers using either OS on a platform that saves you money. Unmanaged services support you right up to the point that you have created a server. Hostwinds trusts your expertise and does not charge for the complex tasks needed on full management plans.
The default service level for all clients with a Fully Managed service.
The following come with this service level for all packages.
24/7/365 Support via Live Chat and Tickets
99.9999% Network Uptime Guarantee
99.9999% Power Uptime Guarantee
1 Hour or Less Hardware Replacement
Fully Managed Cloud Hosting, And Dedicated Servers
On-going Server Maintenance
We provide the following maintenance tasks to all Cloud and Dedicated Servers. To have the following tasks performed, users will have to log in and request that our team performs the task for them. If you'd like our team to set up the automation of any of the tasks below, then indicate that you'd like the task set up to recur in the future automatically.
Operating System Updates
Fully Managed Support
We cover the following items on our Fully Managed Support on all Cloud and Dedicated Servers. To have the following tasks performed, users will have to log in and request that our team performs the task for them via a Technical Support Ticket.
Load Problems or Sluggishness
Network Related Issues
Failure of Server to Boot
Package Installations via package managers (RPM,yum,apt-get)
DNS Configuration & Setup
Firewall Setup & Troubleshooting
Operating System Reinstalls
Setting Secure SSH Port
cPanel Additional Supported Items
Our Fully Managed Support covers the following additional items on all Cloud and Dedicated Servers with cPanel installed. To have the following tasks performed, users will have to log in and request that our team performs the task for them via a technical support ticket.
Troubleshooting Website Server Errors (500 Error, 403 Error, etc.)
The above items are not complete lists of everything that we support. We will always do our best to provide you with the best level of support that we possibly can. However, we are unable to assist with custom software/script installations (example: FFmpeg). We can also not make changes of any kind to the software or scripts that you install on your server. (Example: we cannot fix bugs in your PHP script).