| VPS | Supported by Fearn Web Hosting | Customer Responsibility |
|---|---|---|
| Network Availability | We will ensure that the server has a reachable network address and is accessible from major internet carriers. | None |
| Hardware | We will monitor and maintain all aspects of server hardware. If hardware failure occurs we will replace any faulty hardware as soon as humanly possible. We maintain an inventory of replacement components, and/or service contracts with hardware vendors to ensure that faulty hardware may be replaced in timely manner. | None |
| Internet Training | None | We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, and FTP. |
| List/operation of common services. | We will monitor and ensure that all basic services are working, such as email (SMTP), web serving (HTTP), FTP, DNS and cPanel control panel if you hold a monitoring/system administration contract with us. | Your responsibility to monitor and ensure that all basic services are working, such as email, web serving, FTP, and cPanel control panel. . We will gladly perform manual checks for you should you feel your service is not working as intended. |
| Data Backup. | Daily snapshot | You are responsible for individual site backups, our Snapshot facility allows the restoration of the entire VPS and can not be segmented to a single domain name. |
| Scripts and Applications | None | Due to the quantity and ever-changing complexity of internet software, it simply isn’t feasible for us to know the details of how all the applications you’re running work. You are fully responsible for the installation and correct operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications. This is a policy that we must strictly adhere to. |
| SSL Configuration | We do offer installation and full support of GeoTrust QuickSSL certificates that are purchased through us. | We do not offer support or installation service of SSL certificates that have been purchased through an alternate supplier. We strongly encourage you work with your SSL provider towards a resolution. |
| Server Administration | None | Customers are expected to troubleshoot and resolve any issues that arise UNLESS the customer acquires a server management plan. Example: If customer’s Apache webserver crashes under heavy load, or as a result of misconfiguration, customer will be responsible for resolving this issue. |
| Software Installation Support | None | We do not provide support for the installation and/or configuration of any software installed on customer’s (Server. |
| Software | Supported | Customer Responsibility |
|---|---|---|
| Installation | We will install our most recent version of cPanel on your VPS. We will ensure that the control panel is operational. | None |
| Version updates. | Should an immediate update be required resulting from a security issue, we will make every effort to notify you of this update, but are not obligated to. | None |
| License | We will ensure that the cPanel license associated with your server is up to date and functional. Should your cPanel license become invalid we are responsible for reinstating your license in a reasonable time-frame (8 business hours). | None |
| Features and Usage. | None | You are responsible for understanding the features of the software, documentation, and help files associated with the cPanel software. You are also responsible for creating and configuring clients, domains and users. |
| Plug-ins. | None | You are responsible for installing and administrating third-party plug-ins for cPanel. If the event of failure we are not responsible for recovery, we can reload a new VPS or restore from the lastest available backup. |
| Email Configuration | None | You are responsible for setting up an email account with your client software such as Microsoft Outlook or Apple Mail with the most basic server settings. We cannot assist you in any advanced configuration or troubleshooting such as spam filtering, message rules, etc. |
| FTP Client Configuration | We will ensure that port 21 is available. | We cannot provide extensive troubleshooting relating to the advanced configuration of your FTP software. We will do our best to help you make a connection using the steps outlined in our Knowledge Base articles. |
The following list details the supported operating systems and applications covered by our professional service and escalated support services, for which basic investigation and diagnostic support may be provided.
Our service desk cannot guarantee support or resolve reported issues for applications not listed below.
Supported Operating Systems
Full support is provided for the following Operating Systems:
- Debian (latest stable release)
- Centos (latest stable release)
- Windows 2008 R2 Web Edition
- Windows 2008 R2 Data Center Edition
- Windows 2008 R2 STD Edition (VPS only)
- Ubuntu LTS (Latest) (VPS only)
Supported Applications
Windows based applications:
- IIS7 - Install & configuration of server, virtual hosts and SSL where needed
- Apache - Install & configuration of server, virtual hosts and SSL where needed
- Microsoft Mail - install, configure and support SMTP connector.
- Mail Enable - install, configure and diagnose issues
- Microsoft FTP - Install, setup and configure initial user
- FileZilla FTP Server - Install, setup and configure initial user
- MS SQL 2005 - all versions - Install and setup (no DBA work)
- MS SQL 2008 - all versions - Install and setup (no DBA work)
- MySQL - Install and setup (no DBA work)
- Microsoft DNS - Installation only
- Sophos Anti-virus (only if sold by Fearn Web Hosting) - full application support
- Microsoft .Net - Install only
- Sun Java Environment - Install only
- Microsoft Remote Desktop / Terminal Services - Installation and full configuration
- Apache - Install & configuration of server, virtual hosts and SSL where needed
- Exim - Installation, configuration and basic diagnostics
- Postfix - Installation, configuration and basic diagnostics
- ProFTP - Install, setup and configure initial user
- PureFTP - Install, setup and configure initial user
- vsFTP - Install, setup and configure initial user
- MySQL - Install and setup (no DBA work)
- Postgresql - Install and setup (no DBA work)
- PHPMyAdmin - Full setup and configuration
- PHP - installation and basic support no code dev
- Shell - installation and basic support no code dev
- Perl - installation and basic support no code dev
- cPanel - Installation, configuration and diagnostics
- WebMin - Installation, configuration and diagnostics
- Bind - Installation only
- SSH - Installation and full configuration
- Sophos Anti-virus (only if sold by Fearn Web Hosting) - full product support
- Java Environment - Install only