We offer support for both Dedicated Server and Virtual Server hosting options through a ticket system. Support tickets are priced differently depending on whether you buy them in advance or at the time when you have a request. You can also use them to buy extra services.
Prices shown are exclusive of VAT
| 30-minute support tickets: | |
| Pre-paid | £15.00 |
| On-demand | £25.00 |
This document details our support offering as of 23rd April 2008; 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 4 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 £25 (excluding VAT).
You can buy tickets in advance for £15 each, in which case we will make sure we have the time to handle your support requests.
We will endeavour to handle non-prepaid support ticket requests in a timely fashion, but if you want a guarantee of service, then we recommend the prepaid option.
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 |