We offer support for both Dedicated Server and Virtual Server hosting options through a ticket system. Support tickets are bought in advance (or provided as part of your hosting agreement). You can also use them to buy extra services.
Prices shown are exclusive of VAT
| 30-minute support tickets: | £15.00 (excluding VAT) |
This document details our support offering as of 20th April 2010; if you enter into a support agreement with us, we reserve the right to change the agreement, in which case we will give you one month's notice of our intent to do so, and publish the new agreement at http://www.fiennes.org/hosting/support.
Support requests will be handled during business hours only. Once received, we will endeavour to respond to them within the hour and act on them within 24 hours.
As part of your support agreement, you will provide us with a list of people who you have approved to raise support requests; we will refer requests from anyone not on this list back to you.
Each 30-minute support ticket costs £15 (excluding VAT). They must be bought in advance on a monthly basis, and for a minimum of six months. For example, if you need to guarantee 1 hour of our time every month, then you will need to buy 2 support tickets every month for a minimum of six months.
If you have work that you need doing that isn't covered by any support tickets, then we can arrange doing it at our normal hourly rate of £50/hour. Such ad-hoc jobs will be done when we can fit them in, and will be charged monthly at a granularity of 15 minute intervals, with a minimum billing period of 30 minutes.
If we are very overloaded with prebooked scheduled work that we might not be able to respond to ad-hoc work requests in as timely a manner as you might prefer. If this is the case then purchasing additional pre-paid Support Tickets will guarantee that we will be able to address the queries more rapidly because we will keep the time available.
The following services can be bought with support tickets:
| Service | Tickets |
|---|---|
| Physical site backups
If you have a Dedicated Server, then we can provide you with a CD/DVD-ROM of your most recent backup. |
1 |
| Traffic analysis and SEO
We monitor all our sites using Google Analytics. For the price of a ticket, we will make suggestions on how to modify your site content in order to improve your search-engine rankings and visitor traffic. |
1 |