Scope of Support VPS4

Supported: 

1. Self-Managed: 

 - Purchasing or renewing servers 

 - Explaining our server features and benefits 

 - Resetting the root password 

 - Provisioning your server 

 - Fully-Managed hardware 

 - Accessing your server via root/administrative access 

 - Providing you the steps to migrate your hosting 

2. Self-Managed with cPanel or Plesk control panel: 

 - Providing resources for Installing your SSL certificate on Plesk (Let’s Encrypt) and cPanel1 

 - Backing up content and data on server2 

 - Helping with core navigation of cPanel & WHM or Plesk hosting control panels 

 - Explaining how to create custom DNS zone files 

 - Provide settings and resources for configuring your email client 

- Provide basic steps to connect to FTP via Filezilla 

 - As a part a server purchase, our support may assist with the following: 

   - Provisioning your new server (naming your server, choosing your data centre and setting up credentials) 

   - Providing the correct settings and help with connecting to your server via SSH or RDC or Control Panel* 

   - Creating your first cPanel or Plesk subscription* 

   - Providing the default DNS settings to connect your domain to your VPS or Dedicated Server 

   - Provide the settings to connect to your cPanel or Plesk via FTP* 

   - Provide resources for managing PHP on your VPS or Dedicated server* 

   - Provide steps to reset your admin password via Heart Internet hosting interface 

   - Providing resources for managing services on your server* 

   - Providing resources for setting up custom nameservers and DNS* 

   - How to create and restore from snapshots** 

   - While this list is not exhaustive it is the limit of what Heart Internet commits to supporting for your self-managed server with or without control panel. 

3. Fully-Managed: 

 - Purchasing or renewing servers 

 - Explaining our server features and benefits 

 - Resetting the root password 

 - Provisioning your server in minutes 

 - Troubleshooting network performance and uptime 

 - Fully-Managed hardware 

 - Accessing your server via root/administrative access 

 - Providing you the steps to migrate your hosting 

 - Installing your SSL certificate on Plesk (“SSL It!”) and cPanel (Auto SSL)1 

 - Updating and patching core operating system 

 - Backing up content and data on server2 

 - Setting up your server 

 - Providing dedicated sales and support line 24x7x365 

 - All services listed in expert services5 

 - Up to 5 website migrations during initial setup of the server (Plesk to Plesk or cPanel to cPanel migrations).  Customers are responsible for any additional migrations beyond this. 

4. Expert Services (only available to Fully-Managed VPS customers): 5, 7 

 - Providing dedicated sales and support via ticket 24x7x365 

 - DNS Setup 

 - Domain Setup 

 - Advanced Performance Analysis 

 - Intrusion Prevention 

 - Custom Firewall Rules (Windows Firewall or iptables only)3 

 - Application or Software Installs 

 - Database Management 

 - PHP Version Upgrade 

 - PHP Module Installation 

 - Connection String Repair 

 - Disk Space Audit 

 - .htaccess file changes 

 - Permissions and Ownership Audit 

 - PHP Configuration Changes 

 - Server Hardening 

 - web.config file changes 

 - SQL Server Express Installation 

 - Disable WHM 2-Factor Authentication 

 - MySQL Configuration Changes 

 - Search and Replace 

 - Email Spam Review 

 
 

Not Supported:  

 - Troubleshooting any client, script, application or content installed by customer 

 - Control panel (Parallels Plesk or cPanel/WHM) plugins & add-ons 

 - Applications in the Parallels Plesk Application Vault and/or cPanel Application Catalog 

 - Training about the Internet4 

 - Configuring your website’s SEO settings 

 - Configuring your email client 

 - Configuring your FTP client 

 - Checking for cross browser compatibility 

 - Fixing hacks due to customer-controlled vectors 

 

Footnotes  

1. SSL installation is available as a paid service when a cPanel or Plesk control panel is provisioned with your server. This does not include command line, Tomcat, or IIS SSL installations. For alternative installation scenarios, Heart Internet may have other paid solutions. 

2. Self-Managed servers provisioned with a cPanel or Plesk control panel include the ability to run backups but must be manually run. Exception: Dedicated Servers: The responsibility for maintaining backups for both snapshot and disaster recovery is the sole responsibility of the customer6 

3. Iptables rules such as opening port 3306 for direct MySQL access or blocking an IP from accessing the server. 

4. We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, web, web browsers, FTP, and general computer literacy. 

5. Expert Services are an excellent resource to allow you to pay for common server administrative tasks that can be time consuming or require a special area of expertise while maintaining overall control of your server. Tasks are a one-time fee per service request instead of a monthly fee as with the Fully-Managed plans. Expert Services are currently only available for servers provisioned with a cPanel or Plesk control panel.  

6. Data Backup: The customer is responsible for executing and maintaining current data backups. We maintain our own data backups for any given server only in the event of disaster. We typically have up to 7 days data retention available; however, we do not guarantee the availability or restoration of any lost data. Restoration of data can be requested from our Support team by raising a support ticket. 

7. Fully-Managed Support and Expert Services are available in the English-language only. 

8. Fully-Managed Support will not proactively search for malware, nor can the team provide any malware scanning or removal services. If the team is provided a location for the malware, they can remove it. 

 

* Only applicable for servers provisioned with cPanel or Plesk control panels 
** Applies to VPS servers only 

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Call us on 0330 660 0255 or email sales@heartinternet.uk