Fully Managed Network
- Fully redundant network powered by Juniper and Cisco routers & switches
- Layer 2 network delivery
- Tier 1 network providers
- Load balanced network with no points of failure
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Fully Managed Hardware
- Intel Xeon & AMD processors
- Built-in IPMI for remote management
- Enterprise DDoS protection available
- Hardware lifetime warrantyLifetime hardware (parts & labor) warranty.
 Surpass Hosting hardware warranty includes repair or replacement of warranted hardware only. Additional services, such as data restoration, are not included.
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| 24/7/365, On-Demand Enterprise Support |
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| Included On-Demand Hours |
0 |
1 |
3 |
6 |
| Price Per Additional On-Demand Hours |
$250 |
$150 |
$125 |
$100 |
| Human Ticket Response SLA |
Best effort |
Within 4 hours |
Within 2 hours |
Within 1 hour |
| Root Access |
Full Root accessClients can request root access at any time by filling out a form in our CORE portal.Root/Admin WHM/PLESK Access is enabled by default |
No Root SSH access by defaultClients can request root access at any time by filling out a form in our CORE portal.Root/Admin WHM/PLESK Access is enabled by default |
No Root SSH access by defaultClients can request root access at any time by filling out a form in our CORE portal.Root/Admin WHM/PLESK Access is enabled by default |
No Root SSH access by defaultClients can request root access at any time by filling out a form in our CORE portal.Root/Admin WHM/PLESK Access is enabled by default |
Security Administration
- Initial server securing and configuration.
- Initial server securing and configuration.Handled at initial environment deployment without client request.If you wish for your environment to not be secured, you must put in a request before ordering. This is only available for self-managed packages.
- ModSecurity configurationManipulation of the HostDime specific ModSecurity rules to resolve issues as reported by client and replicable.Cloud or Dedicated cPanel servers only.
- Blacklist diagnosis.Identification of the reason for black listing as presented by RBL or via a client provided bounce back message.Due to the impact on IP reputations of RBL listings, clients may incur charges and/or suspension of services for lack of correspondence when notified about RBL listings regarding their services. Requesting HostDime to carry out delisting for services may incur charges.
- Identification of high level and root level compromises.
- Abuse notifications.Notifications of any reports received for your services violating TOS/AUP or other jurisdictions such a local or copy right laws.Due to the impact on IP reputations as well as our legal obligations, clients may incur charges and/or suspension of services for lack of correspondence when notified about abuse notices regarding their services.
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Control Panel and Web Services
- Control panel/web service malfunctions.Errors caused by the improper functioning of these supported services.
- Control panel and vendor-approved software update assistance.If there are issues updating any control panel, web service, or vendor-supplied software on a supported platform, we will help resolve them. Tasks that clients can easily perform in control panel may have additional charge.
- Service-level troubleshooting for DNS, e-mail, FTP, and Cron jobs.Any issues that arise with supported services themselves that are not caused by the client will be investigated by us.
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Backups and Restoration
- Backup service-level malfunctions.
- Server, control panel, file, and database restoration. Client-provided, properly-configured backup required.If you provide us a valid backup archive, we can help you restore it.Tasks that clients can easily perform in control panel may have additional charge.
- Supported backup scheduling and remote backup configuration.If your control panel supports it, we will help you configure it for remote backups on request.Tasks that clients can easily perform in control panel may have additional charge.
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Additional Data Center Support
- Kernel updates provided via standard and/or supported repository (custom kernels not supported).
- One free OS re-installation within 14 day grace period (custom OS installations not supported).
- Hardware diagnostics.
- Clone restore to a replacement disk for failing primary disks.
- Standard on-server initial network configuration for supported control panels.
- Layer 3 network connectivity configuration for assigned IP allocation.
- Standard IPMI configuration for iKVM Remote Console (uses last IP of initial IP allocation).
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LAMP Stack Support
- LAMP stack service-level malfunctions.LAMP stands for Linux, Apache, MySQL/MariaDB, PHP. We will help resolve issues in supported LAMP services not caused by the client.
- Linux OS updates and diagnostics.We will help with OS updates and help resolve issues as needed on supported Linux operating systems (this does not include OS upgrades).
- Apache service-level diagnostics.Issues with supported versions of Apache itself not caused by the client will be investigated by us.
- Supported database service-level basic configuration.We will help with basic configuration and service-level issue resolution on supported database software.Tasks that clients can easily perform in control panel may have additional charge.
- Database service-level diagnostics.We will help with basic configuration and service-level issue resolution on supported database software.
- Database corruption restoration.We will assist with restoring database data from existing backups to the supported database service.Investigation of issues caused by client action or inaction may have additional charge. Reasonable service and data recovery from unreported hardware or power issues not caused by client is provided.
- PHP service-level directive configuration.We can help with adjusting global or local supported PHP settings.Investigation of issues caused by client action or inaction may have additional charge. Reasonable service and data recovery from unreported hardware or power issues not caused by client is provided.
- Diagnostic load investigation.Basic checks to identify if underlying load cause is covered under management as a supported issue type.If issue is covered by scope of stack management, troubleshooting and resolution are without charge.
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WIMA Stack Support
- WIMA stack service-level malfunctions.WIMA stands for Windows Server, IIS, MSSQL, ASP. We will help resolve issues in supported versions of WIMP not caused by the client.
- Windows OS updates and diagnostics.We will help with supported Windows Server updates and resolve issues as needed (this does not include OS upgrades).
- Supported IIS upgrades, updates, and diagnostics.We will assist with updating or upgrading the provided IIS web server to supported versions.
- Database service-level basic configuration.We will help with basic configuration and service-level issue resolution on supported database softwareTasks that clients can easily perform in control panel may have additional charge.
- Database service-level diagnostics.We will help with basic configuration and service-level issue resolution on supported database software.
- Database corruption restoration.We will assist with restoring database data from existing backups to the supported database service.
- PHP service-level directive configuration.We can help with adjusting global or local supported PHP settings.Investigation of issues caused by client action or inaction may have additional charge. Reasonable service and data recovery from unreported hardware or power issues not caused by client is provided.
- Supported PHP extensions installation.If you want to add or remove a supported PHP extension, we can assist.
- Supported ASP.NET upgrades & updates.ASP.NET updates or upgrades to supportable versions on supported platforms are included.
- Diagnostic load investigation.Basic checks to identify if underlying load cause is covered under management as a supported issue type.If issue is covered by scope of stack management, troubleshooting and resolution are without charge.
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Uptime Monitoring
- Monitoring provided for environment and network availability. Troubleshooting will be provided when server is not responding to ping requests or showing as offline.
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Service Monitoring
- Monitoring provided for critical environment services (Exim, MySQL, etc.). Troubleshooting provided for when services go down.
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Advanced LAMP Stack Support
- Supported apache upgrades & updates.We will assist with updating or upgrading the provided apache web server to supported versions.Tasks that clients can easily perform in control panel may have additional charge.
- Supported database service-level updates and upgrades.We will help update or upgrade supported database service software.Tasks that clients can easily perform in control panel may have additional charge.
- Supported PHP upgrades, updates, and extension installation.PHP updates or upgrades to supportable versions are included. If you want to add or remove a supported PHP extension, we can assist.Tasks that clients can easily perform in control panel may have additional charge.
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Advanced WIMA Stack Support
- Supported database service-level updates.We will help update supported database service software.Tasks that clients can easily perform in control panel may have additional charge.
- Supported PHP upgrades & updates.PHP updates or upgrades to supportable versions are included.Tasks that clients can easily perform in control panel may have additional charge.
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Solutions Architect Advisory
- On-request consultation with a member of the Solutions Architecture team to make sure your services are keeping up with your needs as your business grows.
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Content Management System and Plugin Vulnerability Report
- Monthly e-mailed report showing any outdated CMS or plugin vulnerabilities.Detailed explanation of any issues that were detected upon request.User must specify an e-mail address to receive the report. Further action may be subject to additional administration fees. Currently only available for Linux servers running CentOS. Report e-mails will not be sent unless this service item is requested.
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Proactive Security Advisor Review and Enhancement
- Review of security advisor output for server vulnerabilities.Detailed explanation of options for mitigating vulnerabilities detected by security advisor.Offered for FREE only upon initial setup. All subsequent reviews and changes made will be subject to additional administration fees and must be requested. Review will not be performed and report will not be sent unless this service item is requested.
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Real-Time Resource Monitoring
- Monitoring provided for environment functionality (load, disk utilization, etc.) Troubleshooting provided for critical performance levels affecting web services.
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| Backup Verification |
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| Dedicated Account Manager |
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Surpass Hosting
