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Eserves
has made a commitment to its customers to provide the highest
level of support in the industry. For $35 a month, you have
UNLIMITED access to our full service Eserves Support, which offers
a wide range of software and services to meet our customers'
needs.
With Eserves Support, you get 24/7 phone and email support, so
whenever you need help you can count on us to be here for you.
In addition, Eserves Support members can take advantage of the
strongest SLAs in the industry, both for Network and Hardware
guarantees.
Eserves Support features:
| Installation |
| Core
System Software |
Operating
System(Typical Install)
Web Server
FTP Server
Mail Server (Linux Servers Only)
Two IP addresses
Configuration of our DNS for your domain
10Mbps half duplex port connection
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| Software |
Ensim WEBppliance
Basic (Upon initial request)
Miva Merchant (License available for an
additional fee)
Urchin Web Statistics (License available for an
additional fee)
Ensim WEBppliance Pro (License available for an
additional fee)
PLESK Server Administrator (License available
for an additional fee) |
| Windows Servers Only |
Microsoft Terminal
Services (Remote administration mode) |
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| Eserves Support
Provided Automatically |
| Network
Troubleshooting |
We will proactively
troubleshoot connectivity issues within our
network and with our upstream providers. This is
limited to packet loss and latency on our
internal network, and between our internal
network and our upstream providers. |
| Bandwidth Usage
Monitoring |
We will provide
monthly bandwidth usage statistics, measured in
GB (Giga Bytes). Bandwidth is measured by total
outbound traffic off the switch port your server
is connected to. You can view your bandwidth
usage via your Account Management interface here. |
| Server Monitoring |
All dedicated
servers are monitored for uptime through a
ping (ICMP) request, in 10 minute intervals. If
your server fails to respond after two
consecutive ping requests, our Operations Center
staff is instantly notified and will reboot the
server for the customer. Individual applications
are not monitored by this service. |
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| Eserves Support By
Request |
| Server Reboots |
Eserves will provide
server reboots free of charge to all dedicated
server customers when requested by either phone
or email. Power cycling the machine may be
required. In certain instances we may require
your password for file system checks. |
| DNS Troubleshooting
on Eserves's Name Servers |
We will troubleshoot
and resolve any DNS problems on the Eserves name
server (nsX.primarydns.com). In the cases where
the issue is caused by the registrar of the
domain, the customer will have to contact the
registrar directly. |
| Hosting Control
Panel Support |
Includes Ensim and
PLESK Server Administrator.
Ensim and PLESK tutorials are provided from the Tutorials
link here, or from the navigation bar on the
left. These cover all necessary basic features.
Additionally, the PLESK
site and Ensim
site are excellent resources.
We will ensure the Control Panel application
is installed and running properly on your
Eserves dedicated server. If the default install
or configuration fails due to any change from
the default install or configuration, we will
offer a server reinstall to our latest Control
Panel version, at a one time fee of $75. If the
problem is related to Ensim or PLESK itself we
will resolve the problem for you. If the problem
is related to the way an unsupported third party
application interacts with the Control Panel,
you must contact that software vendor for
technical support. Third party software may
prevent Ensim from completing scheduled updates
or patches.
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| Installed Services
and Applications |
For Eserves
installed services and applications, e.g. web
server, mail server, FTP server, database, PHP,
etc, we will ensure the installed service or
application, on your Eserves dedicated server is
running at the time of the default install or
configuration. If the default install or
configuration fails due to any change from the
default install or configuration, we will offer
a server reinstall to our latest Operating
System installation version, at a one time fee
of $75. Data integrity will be the
responsibility of the customer. |
| Installation of
Vendor Released Patches Upon Request |
We will install, at
customer request, any vendor released updates or
patches necessary for proper and secure server
operation. Eserves cannot guarantee that these
patches will not stop or break the software and
applications on the server. Customers should
research the compatibility of these patches and
verify that they will function properly within
the Operating System and with all third party
software installed on the server before
requesting installation. Server failures due to
updates or patches will be escalated to the
Systems Administration team for rollback or
other resolution. This procedure my take up to
24 hours and may be considered as Professional
Services, please plan accordingly. |
| Urchin Web
Statistics |
Support from the
Urchin Software Corporation is not included in
your service agreement. If you would like to
receive support from the Urchin Software
Corporation directly, you can purchase hourly
support via email or phone at, http://help.urchin.com/.
Urchin help information, knowledgebase articles,
manuals, and whitepapers are also here, http://help.urchin.com/ |
| Miva
Merchant |
Support
from the Miva Corporation is not included in
your service agreement. If you would like to
receive support from the Miva Corporation
directly, you can purchase standard email or
phone support at, http://www.miva.com/support/.
Miva help information, knowledgebase articles,
manuals, and whitepapers are also here, http://www.miva.com/support/. |
| ColdFusion |
Support
from the Macromedia Corporation is not included
in your service agreement. If you would like to
receive support from the Macromedia Corporation
directly, you can purchase a support program for
email and phone support at, http://www.macromedia.com/support/programs/.
ColdFusion help information, knowledgebase
articles, manuals, and whitepapers are also
here, http://www.macromedia.com/support/coldfusion/. |
| Dedicated
Server Hardware Repairs |
We
will replace any piece of failed hardware on a
dedicated server for one of equal or greater
value. Data integrity will be the responsibility
of the customer. |
| Compromised
Servers |
We
will reinstall all compromised servers. There
will be a one time fee of $75. Data integrity
will be the responsibility of the customer. |
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| How to contact
support |
| Technical
Support |
In order to provide
you with the best possible support as
efficiently as possible, we have developed a
support request management system. Please click
the link bellow to start your request for
assistance. http://www.e-serves.ca/help_desk_server_hosting_canada.html
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Web hosting
