Warranty support: What is it and who needs it?

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Warranty support: What is it and who needs it?

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19 October 2017

Hello, friends! Today we will talk about the thing that you need for convenient and productive work in the cloud. It is high-quality technical support. Maybe, you have already heard about our basic support and server administration. Warranty support is a new support solution that we will introduce to you now.

For a start, we will analyze in detail our three types of technical support.

Free basic support. This is a free option, in which we do not have the system access details and the right to interfere with its operation. In this case, we maintain the system's performance and help clients solve issues related to the operation of a virtual machine. And if you need our direct intervention, you can activate the server administration option permanently or hourly.

Extended support (aka server administration). At this level of support, we take the server into a special account for constant monitoring of the system state. Unlike basic support, here we have access rights to the system, so we can not only advise, but also perform work on solving certain issues. As already mentioned, server administration can be activated not only monthly (from 30 euros/month) but also for a few hours (20 euros/hour) if you need one-time help rather than constant monitoring.

Warranty support. This service is relatively new, so it makes sense to focus on it in more detail. In essence, you get the same level of technical support as for server administration, but for free. However, there are three mandatory conditions for this.

A new machine that we never transferred administrator rights to a client;
Only we have administrator rights, and the client can only use the server as the user.
The system based on DirectAdmin, VestaCP, and BitrixVM is installed on the server from our templates, designed exclusively for hosting websites, email, domains, and files.

What is the point? It is like buying a TV set. When you buy it, you have a warranty; the manufacturer repairs it for free. In case you open it with a screwdriver on your own, servicing of the TV set is your responsibility. Unlike the TV set, there is no fixed term for our warranty support. It will be valid as long as we are the only owners of administrator rights.

If you suddenly need administrator rights, we will immediately provide them without questions. However, this will be automatically considered as the end of the warranty support period. Then you can use either basic technical support or server administration services.

To vividly demonstrate the difference between all types of technical support, we have compiled their characteristics in a summary table.

Type of support	Basic	Server administration (permanent)	Server administration (one-time work)	Warranty support
Provider's area of responsibility:	Physical data center infrastructure, virtualization environment, virtual hardware	Basic + OS, SOFTWARE	Basic + OS, SOFTWARE	Basic + OS, SOFTWARE
Tasks on server	Without restrictions	Without restrictions	Without restrictions	Website hosting, mail
Guaranteed time of requests processing	Incident – from 3 to 9 hours (depending on the priority of an incident), requests for information, configuration changes and/or technical parameters - from 3 to 24 hours on business days from 9:00 to 18:00
Constant server monitoring	–	+	–	+
Client has admin rights	+	+	+	–
Provider has admin rights	–	+	–	+
Cost	Free	50% of the current cost of the administrated server, but not less than 30,00 euros/month	20,00 euros/hour	Free (when transferring access rights to the client – switching to any other type of support)

Warranty support is an ideal solution for those who plan to use our services as is, without any manipulations with the admin panel. Usually, these are business projects that do not have their own IT Department, and they often do not need it.

We hope that we managed to convey the main features of warranty support. Order, try, and if you have any questions, please contact us for consultation 24×7. We will always help and advise you.

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