21 August 2017

Service Level: Fully Managed

SolidHost is a managed service provider, meaning that no matter which product you choose, you are always covered by our support. Regardless of whether you are an expert in Linux and/or Windows technology, or whether you know absolutely nothing about it all: we are able to accommodate your needs!

  • 24/7 email ticket support
    We guarantee that our support department will be available 24 hours a day, 7 days a week and 365 days a year. No matter whether you need us at 3PM in the afternoon or 3AM in the morning, we are always here for you and we always make sure to have sufficient staff on duty to answer your requests quickly.

  • 15 minute average response time
    At any time of day, our average response time to support tickets is 15 minutes.

Service Level

  • Initial configuration of services
    We will set up the server as per your requirements. We can configure your server with software such as: webserver (Apache or IIS), mailserver with SMTP, DNS, FTP, webmail, MySQL, PostgreSQL, Tomcat, Python, POP3, IMAP, Spamassassin, PHP, ASP, ASP.net, MSDE / MSSQL, Coldfusion (note that not all control panels support this by default), SSL server, frontpage extentions, website statistics, and so on. This service only applies if you order your server with one of the control panels we support (cPanel, Plesk, DirectAdmin or Helm).

  • Security configuration and updates
    The security of your server is very important, you can imagine how much damage could be caused if someone would gain unauthorized access to your data and the data of your customers, or if someone would even remove that data. SolidHost offers a complete security solution, optimized for the control panel you choose, or even if you choose to have no control panel at all – we can simply adjust our security settings to your needs. We can set up an advanced firewall, intrusion detection, integrity checkers, we will run a full security audit to check for any security holes, and much more. Per your request we can also periodically check whether your server is still secure.

  • Service tweaking and optimization
    Particularly on the Linux platform, just about everything can be adjusted to your needs, since Linux is completely open source. Windows is not open source so on this platform tweaking is a little harder, but it’s still possible to adjust settings for best performance. Popular services that customers ask us to tweak are: webserver, MySQL and PHP. For instance we can install a PHP accelerator with query caching. For some of our customers this has reduced their cpu load by up 10 times!

  • Troubleshooting
    If anything on your server doesn’t work well, we can fully investigate the problem and make corrections based on our observations. For instance if you can’t connect to your mail server and you have no idea why, we can investigate the problem. Our techs will work non-stop until the problem is solved.

  • Hardware replacement
    When a hardware problem has been determined by our staff, we will replace the failed component immediately, at our expense. For every component in our servers, we always keep several spares on site.

  • Kernel updates and security patches
    O The system kernel and operating system are completely managed by SolidHost. All of this is handled at the server-end, so we will always make sure to keep this perfectly up-to-date and secure without troubling you at all.

  • 3rd party applications
    In general it is not possible for us to provide support for 3rd party applications. There are literally millions of applications all over the internet, and it’s simply impossible for us to support them all. Nevertheless, our customer community is usually very helpful, so if you are facing any kind of problem with a 3rd party application, we highly recommend to post your question on our forums.