Requesting H-Sphere Support

Questions Considered: - Range of H-Sphere support services
- H-Sphere support plans
- Unsupported services
- H-Sphere support policy

 

Range of H-Sphere Support Services

Important:
We provide support only for H-Sphere 2.4 and higher. If you are running 2.3 or lower, please contact our support or upgrade to a newer version by yourself.

Resolving Problems:
General Support - Resolving common problems
Server recovery - Recovering crashed or hacked servers

Migrations:
IP migration - Changing external IPs of your H-Sphere servers
Server migration - Moving H-Sphere logical servers between boxes

Additional Services:
H-Sphere installation - Installing and reinstalling H-Sphere
H-Sphere upgrade - Link to Upgrade Request form for registered customers only
Third party software installation & upgrades - Installing/upgrading third party packages, such as PostgreSQL, Java, Apache, etc.
Software recompilation - Recompilation of integrated packages

 

H-Sphere Support Plans

Support Plan Included Support Services Pricing Support Hours
Monday through Friday Weekends and Ukrainian National Holidays
Regular general support 20% total license fee per year. The first year, support is free. 2:00 a.m. to 4:00 p.m. EST N/A
Priority
[order]
* choose Pre-sales and state the number of your H-Sphere servers.
within one month you are eligible for: $300/month (3 months minimum) for up to 4 servers, $50 for each additional server. 24 hours 3:00 a.m. to 4:00 p.m. EST

Support services that are not provided with your support plan can be purchased additionally. For prices see the corresponding service link.

To resolve reported problems, our support techs might need to remotely connect to your system. This is always done based on your permissions.

 

Unsupported Services:

We don't provide any of the following services:

Firewall configuration (see Preparing Servers)
Reverse DNS configuration (see DNS HOWTO)
Security configuration (see Increasing H-Sphere Security)
Fighting spam (see Fighting Spam)

 

H-Sphere Support Policy


  1. H-Sphere should work as advertised. If it doesn't, then it is support issue, and support will address it.

  2. If you don't like how something works, this is not support issue. We might take on the project to change it to accommodate your need - yet we will charge you. We might also reject the project, or we can release it as part of the next version.

  3. If you are not on priority support plan - it will take time to respond to your issue. No matter what. If it is emergency, we will try to respond to your issue ASAP. Yet, priority support customers still come first. Expect your issue to be addressed during the declared support days and hours.

  4. We classify as emergency anything that has to do with the server being down. Mail server and web server down are the highest levels of emergencies. If you mark subjects of your emails as "emergency" to something that is related to an individual account, it will be ignored. If you mark it too often - we are people, if we get used to it and remember it (not intentionally) - we can start treating any your ticket with subject line "emergency" - as a regular ticket. If applicable, put "server down" as the subject line - as we get "emergency" as a subject just once too often.

  5. Often we cannot immediately troubleshoot why your apache or DNS is going crazy. The only case when we will spend time right away on that is when you just did the upgrade. All other cases take too much time, there are just too many issues that might be causing this, and if you are not priority support - don't expect immediate attention. It might be spam attack, it might be someone abusing your system from the php script, or it might be a hacker on your server. We cannot troubleshoot it for you. We will try to look at it when we have time, but not right away.

  6. If you don't like a response you got from support, report the ticket number to . This is very important that we get feedback from you. We are trying to improve responses, we are constantly trying to improve the support, and we constantly train our personnel.


See also

Product page
Sysadmin guide
Support page



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