The first request message must contain a clear and complete TOR (terms of reference), containing all the information necessary to complete the task. If the following messages from the client contain any additions to the TOR, they will be considered as a new server administration request. Each server administration request must be generated in a separate ticket. This page provides a list of tasks that can be performed within each type of service package, as well as examples of well-structured technical tasks.
The administration service is provided to one main service (server or VPS). If the client has two servers and for one of them has ordered the administration service, then the administration request can be executed only for the server with the purchased and active administration package. Administration service is paid monthly.
To create an incident resolving request, we strongly recommend using the corresponding section in your Personal Account – “Create a ticket”.
In case of a user request with a correctly drawn up TOR, we undertake to start the task within 20 minutes.
The response time is counted from the moment the application is received. 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 describe the work they performed, and also ask you to confirm the correctness of their implementation. The client undertakes to confirm the correctness of the work within 12 hours from the moment the message was sent by our employees. If the client has complaints about the quality of work – he can always inform our employee about this in response to the letter and he will make the necessary changes (only applicable if the files and server settings have not changed since the work was done by our specialists), but only for 12 hours. If we do not receive a response from you within 12 hours, the task is considered completed.
The technical support service was created to assist clients in emergency situations and provide consulting support on the purchased services.
The competence of the support service does not include:
– code support;
– search / correction of errors in SQL queries and client scripts;
– consultations on web design, web programming, website development;
– training in the administration of dedicated servers. Answers can be provided as links to self-study documentation.
«Basic» Administration is provided free of charge along with any dedicated Unihost server. Within the framework of this tariff, the user is provided with the initial setting within the first 3 days from the date of purchase of the server in accordance with the user’s technical assignment, according to the list of tasks included in the “Basic” administration package. If necessary, the client can purchase the “Managed” package to complete the technical assignment, the tasks of which are not included in the “Basic” administration package.
«Managed» Administration is provided on a paid basis, is a configuration option and is tied to any dedicated server. It is possible to service dedicated or virtual servers not provided by Unihost. The package can only be used for tasks that are included in the “Managed” administration tasks list.
The monitoring service includes constant round-the-clock monitoring of the server by the Unihost support team, including notifying customers about problems through one of the mobile messengers (WhatsApp, Viber, Facebook Messenger, Telegram) or by email. The service requires a one-time setup, for which the client must provide ROOT access to the server data to the Unihost support group, indicate the desired method of receiving alerts and specify a mobile phone number. The phone number is required for clarification of important details by the Unihost support service in the event that fixing problems is impossible without clarifying additional information. In the event that a client has changed the payment period for an already purchased server and wants to install monitoring, he needs to contact the support service.
As part of monitoring, by default, the user will be notified about problems of this type:
In the absence of the client’s wishes for boundary values (limits), the support service uses the default values. Additional terms of notification are possible at the request of the client. In this case, you must specify the details when ordering the service.
Prompt response implies an immediate response from the Unihost support service to problems identified by the monitoring service. If problems are identified, the client will be notified of this, and our specialists will begin to solve the problem without contacting the client, having previously notified him about the start of work. The service requires a one-time setup, for which the user must provide the Unihost technical support service with the ROOT access data to the server (via an email to [email protected] via the button in the Personal Account “Open ticket”). After providing the access data, a technical support employee will install the software necessary for monitoring and create SSH keys necessary for a prompt response.
In order to receive notifications about problems on the server and actions taken in connection with this, the Client must indicate the desired method of receiving notifications, as well as indicate a mobile phone number. The phone number is required for clarification of important details by the support employee in case it is impossible to correct the arisen problems without additional information.