This answer explains in more detail what level of support you can expect with your WebFusion VPS or VPS 2.0.
This article applies to Virtual Private Server accounts.
Server Administration
Server configuration
New VPS solutions are released with your choice of either a Windows or Linux VPS Operating System (OS) installed and also the Plesk and Virtuozzo control panels. This gives customers the ability to fully administer and configure their solutions, including installing any additional components and managing sites and users. Certain configuration tasks may be performed by WebFusion administrators for an additional charge.
Server administration and management
You will be responsible for the ongoing management and administration of your VPS solution. WebFusion cannot offer system administration or management services with our VPS solutions.
All our solutions come with the option for either Remote Desktop or SSH access (depending on the O/S) in addition to the web based control panels.
Root level access
All customers are granted full root access by default (via Remote Desktop for Windows or SSH for Linux). Please note that we are unable to offer support for any configuration changes or modifications being made directly on the server that are not done thorough the Plesk or Virtuozzo Control Panels, and any subsequent faults or errors arising from root level modifications may require the VPS solution rebuilding.
If customers do require a platform where administration can be carried out directly via root access, or other configuration changes then we would recommend visiting our WebFusion Dedicated Solutions area.
Fault finding and correction
WebFusion will support and correct any issues arising with the server hardware and hosting infrastructure but cannot guarantee to offer assistance with the correction of software and application faults or any custom changes made on the system that were not carried out via the Control Panels. If you believe there to be a fault with your actual VPS Solution (other than your own custom settings), then as the server administrator please provide full details to the support team, including any supporting evidence (e.g. error messages and entries from the server logs).
Certain fault finding and correction may be performed by WebFusion system administrators for an additional charge.
System monitoring
Individual VPS solutions are not monitored by our systems administrators; however we do monitor the overall hardware platform and the availability of our network and respond to issues identified. You will need to monitor your own services you have running on your solution (including uptime, CPU, memory, disk space and network usage) as appropriate via your control panel.
Spam email filtering
All of our VPS Solutions come with Spamassassin software pre-installed. For further details, please see our website.
Our VPS solutions can also be installed with DrWeb if you choose (providing a valid licence is purchased separately.)
Operating systems
Reinstall/upgrade
If you need to have your VPS solution reset to an “as new” status (back to the original state when it was released to you), then you can easily deploy a fresh O/S and have your existing VPS account data mounted in the new OS. This is all performed instantly, and is controlled via the Virtuozzo web interface.
DNS
IP address
We supply one dedicated IP address with our VPS solutions for customers to use.
Please note: We do not support using the VPS server as a nameserver, and instead recommend customers use our separate 123-Reg system to manage domains and resolve them to their VPS solutions.
Additional IP addresses
Our VPS Solutions only support one IP. If customers require a platform with multiple IP addresses, then please see our dedicated Solutions packages from our Donhost and WebFusion Dedicated Solutions areas.
Please note that with all hosting platforms, any additional IP addresses allocated must be in accordance with the regulations set by the governing bodies (RIPE).
Data protection
Backups
Your VPS comes complete with two full backups and a restore facility, so you can back your system up on a regular basis. If you make a mistake, all you need to do is make use of the Backup/Restore Utilities section of your VPS control panel and go back to an earlier system configuration at the click of a button.
Disaster recovery
If you require a full disaster recovery solution or an off-site failover, then one of our corporate solutions might be more appropriate.
Hardware
Full support
If any of the hardware on the VPS solution fails then WebFusion will repair it as soon as possible.
Reboots
WebFusion VPS has a repair mode that will enable you to boot the system in Safe Mode and fix any issues via your control panel.
Data transfer
Bandwidth
Our current offering for VPS Solutions come with an unlimited data transfer, however some older VPS Solutions come with a monthly data transfer allowance of between 50 and 100 GB. Additional bandwidth is charged at £0.05 per each additional MB.
Security
Patching
All new Windows solutions are fully patched with all the latest security updates at the time of the server build. It is not possible to install any Windows Updates using the windows update option as some updates may not be compatible with Virtuozzo. Due to this, updates that are possible (i.e. have passed testing by SWSoft) are installed on the VPS hardware nodes during scheduled maintenance. Once this is restarted, all VPS' on the hardware node are updated with the latest Virtuozzo compatible Windows Updates.
Please note: Customers using a Windows VPS solution should use the automatic Windows updates options, rather than Windows Update manager (as the latter may conflict with the Virtuozzo/Plesk Control Panel)
Server compromise
As the server administrators, you are fully responsible for ensuring that your server is kept secure at all times. Please note that the security of our network and customers is of the utmost priority at WebFusion and If a specific server is found to be compromised then this will be disconnected from our network pending a fresh reinstall.