The goal of this document is to explain what is, and what is not supported with our Virtual Server Hosting Products.
This Statement of Support is not intended as, and does not constitute, a binding agreement by either You or PixelGate and is merely intended to specify some of the proposed guidelines of support levels on products PixelGate sells.
MRUB is our Monitor, Respond, Update and Backup package which is available for a seperate monthly cost.
Note: Not Supported (X) DOES NOT mean that we will not help you. Its just that we make no claim as to expertise on that particular function. If it turns out we can figure it out, then we would just charge you for our time involved in actually fixing it. Otherwise we may refer you to an expert 3rd party in that area/function.
Support Overview | Standard Support | MRUB Server Management Package Support | Extra Charge ($) or Not Supported (X) |
Virtual Server creation, including OS install, assigning ip and verifying reachability | yes | ||
Client Panel (Plesk/SitePanel/SSH) Accessibility and Features. | yes | ||
Host Hardware performance and uptime monitoring | yes | ||
SSL/TLS installation with LetsEncrypt for Panel or SSH only server | yes | ||
Initial installation of WordPress or Pixelgate Supported application including Migration assistance | yes | ||
Initial Firewall setup. | yes | ||
Periodic Backups of your Virtual Server (at least weekly) backups are stored on seperate storage. | yes | ||
Restoration of a previous version of the Virtual Server backup in the event of a serious event. | yes | ||
VM health Monitoring (3-4 hour Intervals) verifies that our agent can login and checks disk space usage, read/write status etc. | yes | ||
Increase Virtual Server resources such as disk space, memory or cpu cores in Consultation with Client and approval of additional monthly cost. | yes | ||
Pixelgate managed DNS zones using PixelGate Nameservers | yes | ||
Customer managed DNS zones using the DNS panel on Plesk/Sitepanel but using PixelGate DNS infrastructure. | yes | ||
Courtesy OS updates, done on a best efforts basis usually at least once a month. | Optional, but no cost. Customer must acknowledge there is likely to be some minor downtime due to potential reboots | ||
Emergency OS updates, when a severe “Remote Exploit” situation is announced. We perform these as soon as possible with a priority to the customers with Management packages and Econ sites. | yes, however customer may opt out to do the update themselves at their schedule | ||
CDN setup assistance | optional, but no cost | ||
Initial MySQL/PHP Tuning | yes | ||
Varnish installation and Tuning with Stock Templates. Health Checks are logged. | optional, but no cost | ||
| memcached installation | optional, but no cost |
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Every 5 minute external port and application monitoring. | MRUB | ||
Varnish application StackCheck Health Alarms occur twice a minute. |
| MRUB |
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Respond to Monitor alarms and help determine the problem. Notify Customer if their application is involved. | MRUB | ||
Operating System updates performed at least weekly and immediately if there is a serious Remote Exploit announced | MRUB | ||
Managed Daily Backups (nightly) archived for 3 days in some cases these may be file based in addition to regular Virtual Server snapshots | MRUB | ||
Managed Firewall/VPN/WebFilter Setup & Configuration (such as Mod_Security) | MRUB | ||
Server Scaling Review | MRUB | ||
High Availability & Disaster Recovery Review | MRUB | ||
Resource Monitoring using NetData. Useful when diagnosing problems and verifying scaling needs | MRUB | ||
PixelGate Archive storage of older backup copies of the Server Typically setup for 7/15/30 days but can be longer | MRUB also $ for additional storage | ||
Offsite backup setup assistance Most Cloud Storage providers such as DropBox or Amazon S3 are supported as well as sftp/ftp(s) based solutions at your location. | MRUB also $ for 3rd party storage | ||
High Availability Cluster Configuration using Load Balancers and offsite server resources including additional nodes on AWS | MRUB plus $ for additional Server Resources. |
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Purchase and Installation of Commercial (Advanced EV) SSL/TLS Certs and/or wild card certs. | MRUB plus $ for Cert |
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CloudFlare support | MRUB plus $ if customer needs Advanced CloudFlare packages |
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| WordPress Management Package | $ | ||
Private DataBase/Mail Servers | $ | ||
Diagnosing, Maintaining or Fixing Any website or application code | $ | ||
Custom Programming for Application | $ | ||
Any client, script, application,plugin or content installed by Customer | X | ||
Third party SSL certificates not provided by Pixelgate | X | ||
Internet Training | X | ||
Cross browser compatibility | X | ||
SEO settings | X | ||
DNS zone files not on PixelGate Infrastructure | X | ||
Any third party services not covered in MRUB or seperate maintenance agreement. | X | ||
Any root level server customizations | X | ||
Email client configuration | X | ||
FTP client configuration | X | ||
Applications on any computer outside of the PixelGate infrastructure | X | ||
Customer installed Content and Data backup systems | X | ||
Third party domain registrations | X | ||
Hacks due to Customer controlled vectors | X | ||
Networks outside of PixelGate | X |