Managed servers are supported according to our Service Agreement.
To speak to the 24 hour managed server support team (Network Operations Centre), please call the number printed on your contract.
During working hours Monday - Friday please call (901) 299-1211
Hardware maintenance
If a component of your server fails we will repair or replace it immediately free of charge within fourty eight hours. Should your server be down for more than fourty eight hours because of a hardware failure, 3rd Generation 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 3rd Generation performs a daily data backup using 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 3rd Generation 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 us:
- Terminal Services / Remote Desktop
- Secure Shell
- PCAnywhere
- WinVNC
- Microsoft Office
- Other Softwares agreed upon in the Service Agreement
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, 3rd Generation 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, 3rd Generation 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 3rd Generation 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. |