Regulations of administration

One incident is equivalent to one request (ticket). The first request message should contain a clear and complete TOR (technical task), containing all the information necessary for the task. In the event that the Customer’s next messages contain any additions to the terms of reference, they will be treated as a new incident. The number of incidents and tasks to be performed within each package, as well as examples of properly structured technical tasks, are listed on this page.

The administration service is linked to one basic service. If the client has two servers and each has an administrative service ordered, within which N incidents are provided, we can execute N incidents per month for each of them. However, it is impossible to perform N + N incidents for one server in one month. Free incidents that remain at the end of the month do not pass to the next. Payment for administrative services and the burning of the remaining incidents occurs monthly on the last day of the billing of the service cycle.

To create an incident, we strongly recommend using the corresponding section in the Personal Area – “Create a ticket”.

In the case of a user request with a properly composed TOR, we undertake to proceed with the task for:

  • “Basic” tariff: up to 8 hours;
  • “Basic+” tariff: 60 minutes;
  • “Premium” tariff: 20 minutes;
  • “Premium +” tariff: 5 minutes in case of responding to problems identified by the monitoring system. 20 minutes in case of responding to client tickets (requests);

Response time is considered from the moment we receive the application (delivery of messages from mail servers to our ticketing system takes place every 10 minutes). Please note: in case of an incorrectly written TOR, our specialist will contact you within 20 minutes to clarify the assignment.

After completing the task, our employees are obliged to send you a message in which they will describe the work performed by them, as well as ask you to confirm the correctness of their performance. The Customer undertakes to confirm the correctness of the work performance within 12 hours from the moment of sending the message by our employees. In the event that the Customer has any complaints about the quality of the work performed, he can always inform our employee in response to the letter and he will make the necessary changes (applicable only if the files and server settings have not changed since the work was done by our specialists) but only for 12 hours. In the event that we do not receive an answer from you within 12 hours – the task is considered completed, and the incident is exhausted.

Tariff “Basic”

Administration under the “Basic” tariff is provided free of charge with dedicated server of Unihost. As part of this tariff, the user is given the initial setup within the first 3 days from the date of purchase of the server according to those. user’s task. A solution of 1 (one) incident per month is also provided. The incident can only be used for tasks that are included in the list of basic administration tasks. If necessary, the client can purchase a one-time incident for an additional fee. In this case, the speed of response to the ticket and the list of tasks is provided on the terms of the Premium tariff.

“Basic+” tariff

Administration under the “Basic +” tariff is provided free of charge together with any dedicated server, the payment cycle of which is not less than 3 months. Within the tariff, a solution of 2 (two) incidents per month is provided. The incident can only be used for tasks that are included in the list of administration tasks “Basic +”. If necessary, the customer can purchase a one-time incident for an additional fee. In this case, the speed of response to the ticket and the list of tasks is provided on the terms of the Premium tariff. Also, under the “Basic +” tariff, the server is monitored and the client is notified about the problems that have arisen through viber, whatsapp, telegram or email. More details about the conditions for providing monitoring.

Tariff “Premium”

Administration in the “Premium” tariff is provided on a fee basis, is a configuration option and is tied to any virtual or dedicated server. Servicing of servers not provided by Unihost is possible. In this case, the price of administration services will be different. Within the tariff, a solution of 3 (three) incidents per month is provided. The incident can only be used for tasks that are included in the list of administration tasks “Premium”. If necessary, the customer can purchase a one-time incident for an additional fee. In this case, the speed of response to the ticket and the list of tasks is provided on the terms of the Premium tariff. In the event that the administration of “Premium” is purchased for the server and the server meets the conditions for granting the “Basic +” tariff, the number of incidents of both tariffs is added together. In this case, the speed of response to all 5 (five) tickets and the list of tasks is provided on the terms of administration of “Premium”. Also in this case, the server is monitored and the client is notified about the problems that have arisen through viber, whatsapp, telegram or email. More details about the conditions for providing monitoring.

One-time incident

“One-time incident” service is provided on a paid basis. Servicing of servers not provided by Unihost is possible. In this case, the price of administration services will be different. Within the framework of this service, the solution of 1 incident is provided once, the speed of response to the ticket and the list of tasks is given on the terms of the Premium tariff (if there is an active Premium + service, the list of tasks and the response rate are provided under the conditions of Monitoring +). The service can be ordered both in the absence of other administration packages, and in case of the exhaustion of the number of incidents in other packages.

“Premium+” tariff

Administration under the “Monitoring +” tariff is provided on a fee basis, is a configuration option and is tied to any virtual or dedicated server. Servicing of servers not provided by Unihost is possible. In this case, the price of administration services will be different. Within the framework of this service, a solution of 5 (five) incidents per month is provided. The incident can only be used for tasks that are included in the list of tasks of the “Monitoring +” tariff. If necessary, the customer can purchase a one-time incident for an additional fee. In this case, the response rate to the ticket and the list of tasks is provided on the basis of the “Monitoring +” service. In the event that the administration of “Monitoring +” is purchased for the server and the server meets the conditions for granting VIP administration, the number of incidents within the “Monitoring +” and VIP administration is summarized. In this case, the response rate for all 7 (seven) tickets and the list of tasks is provided on the basis of the “Monitoring +” administration. Also under this tariff, server monitoring is provided, notification of the client about the problems that have arisen through viber, whatsapp, telegram or email and automatic prompt response of those. Unihost support for the arising problems without the intervention of the client. The response does not affect the user’s incidents. More details about the conditions for providing prompt response.

Monitoring conditions server. support Unihost (monitoring is delivered within the framework of the tariffs “Basic +” and “Premium +”)

Monitoring involves a 24-hour observation of those. Unihost support for the state of the server and notification of the client about the problems with one of the mobile messengers (whatsApp, Viber, Facebook Messeger, Telegram) or email. The user notification does not consume the incident. The service requires a one-time setup, for which the user needs to provide a service to those. support Unihost data ROOT access to the server, specify the desired way to receive alerts, and specify the mobile phone number. The telephone number is necessary for clarification of important details by the employee of those. Support in the event that the correction of problems is impossible without finding out more information. The client may refuse to monitor the server. In this case, the remaining conditions for granting administration within the framework of the “Basic +” or “Premium +” tariffs do not change. In the event that the client has changed the payment period of an already purchased server and wants to install monitoring – he needs to contact the customer service himself. One-time configuration of server monitoring does not consume the incident.

As part of monitoring by default, the user will be notified of such problems:

  • The presence of IP addresses in the Black Lists.
  • The work of web-servers, for example DNS, Apache, Nginx, Mysqld.
  • Server response to PING.
  • Server response via SSH.
  • The operation of the FTP server.
  • Load on the processor (CPU load).
  • Indicator Load Average.
  • Indicators of read / write operations from disk (Disk IO).
  • Indicators of read / write operations from a RAID array (Disk RAID IO).
  • The amount of free disk space.
  • RAID Status.
  • SMART check for disks (including NVME).
  • RAM load indicators.
  • Different metrics for services, for example APACHE_CPU_LOAD.
  • Check the config file for errors, for example Httpd configtest, Nginx configtest.
  • Check for the presence of a file, such as a pid file.
  • The presence of a queue of letters in mail servers.
  • The work of IMAP, POP3, SMTP servers

In the absence of customer requests for boundary values (limits), the team of those. support uses default values. Additional notification conditions are possible at the request of the client. In this case, it is necessary to specify the details when ordering the service.

Conditions for rapid response of those. support Unihost (It is provided within the limits of the tariff “Premium +”)

Rapid response implies an immediate response from those services. Unihost support for problems identified by the monitoring service. If problems are identified, the client will be notified about them, and our specialists will start solving the problem without contacting the client, having informed him beforehand of the commencement of work. The service requires a one-time setup, for which the user needs to provide a service to those. support Unihost data ROOT access to the server (via e-mail to [email protected]/ through the button in the personal office “Open Ticket”). After providing these access data, the employee of those. support will install the necessary software for monitoring and create SSH-keys, which are necessary for prompt response.

To receive notifications about problems on the server and the actions taken in this regard, the client must specify the desired method of receiving alerts, as well as specify the mobile phone number. The telephone number is necessary for clarification of important details by the employee of those. Support in the event that the correction of problems is impossible without additional information. In the event that the SSH key is invalid because of the actions of persons who are not employees of those. Unihost support, the prompt response service is suspended until the key is restored. The client reserves the right to refuse monitoring and prompt response services. In this case, the remaining conditions for the “Premium +” service are not changed.