Managed Servers Help

Managed servers are supported according to our Master Service Agreement.

To speak to the 24 hour support team, please call +44 (0)20 7099 2835.

Hardware maintenance

If a component fails we will repair or replace it immediately free of charge within four hours. Should your server be down for more than four hours because of a hardware failure, Firstserv will refund 5% of your monthly fee for each additional hour of downtime (up to a maximum refund of one full month).

Backup

On all dedicated servers Firstserv perform a daily data backup using our industrial tape machines. All tape archiving and swapping is taken care of for you. Tapes are stored out of the cage in a fire proof safe.

The service comprises the following:

• Backups are incremental on a daily basis with a full backup once a week.
• Backups per server are limited to 20GB of data per server, restores are limited to once per week.
• Files cannot be backed up if they are being locked by the system. Such files will need to be copied to a normal disk file before they can be backed up.

Operating System

Patches

Periodically operating system patches and Service Packs become available. On request Firstserv will apply these for you at no charge. Please contact your account manager to request a patch or Service Pack.

Troubleshooting OS problems

Please contact your account manager if you experience operating system problems. If the problem is with the OS we will resolve the issue at no cost. If the problem is with the interaction of third party software with the OS then we will help you to identify the problem so that you can contact the relevant party for assistance.

Software

Standard software

If you experience problems with any of the following software listed please contact your account manager:

• Terminal Services / Remote Desktop
• Secure Shell
• PCAnywhere
• WinVNC

We will resolve any problems associated with the listed software at no extra cost. If the problem is with the interaction of third party software with any of the software listed above then we will help you to identify the problem so that you can contact the relevant party for assistance.

Web

Initial Configuration

When you purchase your server package, Firstserv can help you, at no extra cost, with the initial configuration of your Web server's (i.e. IIS, Apache) first five domains. This support is invaluable to the first time system administrator.

Troubleshooting

If you experience problems with your web server software please contact your account manager.

If the problem is with Apache or IIS we will resolve the issue at no cost to you. If the problem is with the interaction between any third party software or custom script and the web server then we will help you identify the cause of the problem so that you can contact the relevant party for further assistance.

FTP

Initial configuration

When you purchase your server package, Firstserv can help you, at no extra cost, with the initial configuration of your FTP server's (e.g. wu-ftpd, IIS) first five domains.

This support is invaluable to the first time system administrator.

Patches

Periodically FTP server software patches become available. On request Firstserv will apply these for you at no charge.

Please contact your account manager to request a patch or Service Pack.

Troubleshooting

If you experience problems with your ftp server software please contact your account manager.

If the problem is with the ftp server software we will resolve the issue at no cost to you. If the problem is with the interaction between any third party software or custom script and the ftp server then we will help you identify the cause of the problem so that you can contact the relevant party for further assistance.

Network

Your network uptime guarantee is contained in the Master Service Agreement.

Master Service Agreement PDF (129KB)

(Use the free Adobe Reader to view PDF files)

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