Managed means we look after the server. Unmanaged means you do, with us on call for the hardware. Knowing which you have saves a round of "that's not covered."
Steps
Check which level your server has. It was chosen at order time, and the three levels on our managed support page are Fully Managed, Basic Managed, and Self-Managed. If you don't know, ask in a ticket.
- Know what managed covers. Our team monitors your hardware (BMC and SNMP) and fixes detected hardware faults. We install and configure cPanel or Interworx, install and secure the operating system, and keep it patched. We give best-effort help with applications such as WordPress, Drupal, Magento, nginx, and Varnish.
- Know the limits. Managed services have a soft limit of 4 hours per month. Managed dedicated servers carry a 99.9% uptime guarantee. For SLA credits, contact Billing within 7 days of the downtime.
- Know what unmanaged means. You're responsible for setup and ongoing maintenance. OS-level help from our staff is billed as remote hands, currently $120 per hour with a half-hour minimum.
- Open a ticket. Log in at https://noc.versaweb.com, open a ticket, set Department to Technical Support, and describe the problem.
- Add details. Include your Main IP, what you expected, what happened, when it started, and what you've tried.
- Stay in one thread. Reply to your existing ticket rather than opening new ones.
If it didn't work
- Support is through the portal helpdesk, 24 hours a day, every day. We don't offer telephone support.
- If we answer that a request is outside your plan, we'll say so and tell you your options. Reply and ask what applies to your level.
- SLA credit questions go to Billing, not Technical Support.