What operating system do you support?
All most all flavours of Linux/Unix and Windows are supported by us.
How can we escalate the issue to management?
You can escalate your issues by opening ticket at Escalation Department or by sending an email to escalations@serveradminz.com You can submit your concerns and complaints by opening ticket at Quality Assurance Department or by sending email to qa@serveradminz.com
What control panels do you support?
We support almost all control panels like cPanel, Plesk, DirectAdmin, Helm, WebMin, Kloxo, InterWorx and SolusVM with Xen and OpenVZ virtualization.
What are the services you are monitoring under Server Monitoring and Response Plan?
The following services are monitored : Root Partition, Total Processes, Server Load, CSF, Free Space, MYSQL, Mail Queue, ServerTime, HTTP, Zombie Processes, Clam, FTP, IMAP, SSH, SSMTP, PING, Swap Usage.
What is the difference between Server Audit and Server Hardening?
In Server Audit, we will perform Enterprise Server Hardening and provide you a detailed Audit report about your server. The report include present condition of your server, the steps that we have done and the changes that we have made to tweak and secure your server.
What do you mean by L1, L2 and L3 technicians?
The difference is basically in experience and skill set. L1 technicians have 0-1 years of experience, while L2 technicians have 2-4 years of experience. L3 technicians have 5+ years of experience.
What do you mean by Proactive server monitoring?
We monitor your server’s various services like apache, DNS, mail, ftp, pop3, server load and free disk space 24/7 using Opensource monitoring tools. Since we are “proactively” monitoring the resources and working tirelessly to make sure that services stay online 24/7, you might notice that our technicians have already been taken care of any issue
What do you mean by Resolution Time?
Resolution Time is the total time taken to resolve a ticket, starting from the time it was opened. In most cases, our technicians are able to maintain a resolution time of 6 hours. However some cases will require more time than usual, like migration, data restoration, malware scan etc.
What do you mean by Response Time?
Response time is the maximum amount of time taken for a technician to reply to a ticket tagged ‘New’ / ‘Customer Reply’. We offer a guaranteed response time of 15 to 30 minutes depending on the support plans.
Would you provide Phone Support?
Yes. We provide free phone support with dedicated support plans. You can also purchase Phone Packs from the url https://www.serveradminz.com/phone-support/