VPS Support Policy

Our dedicated support advisors aim to provide you with responsive and professional assistance so that you can manage your VPS effectively.

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Supported Services

All of the user functions can be administered via Plesk and are therefore unmanaged. The customer can administer the server directly including; enabling and installing services, creating websites and installing third party programs etc. LCN will be responsible for the VPS and infrastructure availability to ensure the smooth running of your server as you would expect.

The support and operations staff will manage and monitor the network and hardware for the server. This is functionality outside the control of the customer, and any problems with these will be resolved by LCN as quickly as possible.

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Core Services

Services supported on our servers are:

• Control Panel Web Server (i.e. needed to run Plesk)
• Remote Access (SSH)

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Third Party Software

Any software other than the core services and the software needed to run and manage the VPS (i.e. Plesk) is considered third party. Any support required for software that falls outside of this should be directed to the product vendor. All software upgrades are the responsibility of the customer.

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Fault Finding and Correction

We will support and correct any issues arising with the server hardware and the underlying infrastructure but cannot offer assistance with the correction of software and application faults.

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Systems Monitoring

We do not monitor the services running on a server. We will monitor the availability of our network and core systems. The customer will need to monitor specific services on the server as appropriate, using the monitoring tools available via Plesk, or using their own solution.

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Manual changes by User

The consequences of using SSH or other remote access to make manual changes to the system or configuration files are the sole responsibility of the user. LCN’s support staff can assist with any server hardware faults except where they are the result of manual changes.

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Security

All new servers are fully patched with all of the latest security updates at the time they are built. The customer will be responsible for ensuring that future security updates are installed on their server.

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Support Process

Support requests should be submitted via phone or email. Urgent issues e.g. system down, should always be reported via phone for the quickest response. Email requests will normally be responded to within 24hrs. See the contact page for phone and email contact details.

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Support requests

Should be initiated by individuals who have the server login credentials and the required knowledge to administer the server.

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Expert Engineer Support

If you or your business do not have the in-house skills or resources to manage certain aspects of your VPS then our team of highly skilled engineers are on hand to help.

Available: 09:00 - 17:00, Monday - Friday
Charged at £100 per hour (minimum charge 1 hour)

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Online Resources

We constantly add to and improve our Support section to help provide a comprehensive resource that you can access in your own time.