|Infrastructure||Infrastructure is everything peripheral to your server, this includes power (Mains power, UPS system, backup generators), cooling, network routing and data center security.||Pro-active|
|Failure of physical server hardware i.e. PSU, motherboard, CPU, memory excluding disks.||Pro-active (Subject to monitoring)|
|Failure or predicated failure of any physical disk.||Pro-active (Subject to monitoring)|
|Network||Loss of network connectivity.||Pro-active (Subject to monitoring)|
|Server Monitoring||Monitoring of Network connection (Ping), CPU, RAM and disk space usage.||
Managed Servers - Pro-active
Self-managed servers - Reactive
(Subject to monitoring)
|Server Setup||Initial configuration of your pre-installed server software including HTTP/2 server configuration, DNS configuration, and SSL installation if requested.||
|Critical Security Patches||Security patches where there is a known critical vulnerability, a high chance of exploitation and where mitigation is not available. Applies to pre-installed software only.||Pro-active|
|Non-critical Security Patches||Non-critical security patches or critical patches where mitigation is in place or feature/performance enhancing patches. Applies to pre-installed software only.||Reactive|
|Firewall and Server hardening||Setup and configuration of security related services.||Reactive|
|Software Optimisation||Optimisation of pre-installed software (examples include Apache, MySQL and PHP optimisation).||Reactive|
|Installation of software||Installation of additional software (see installing software).||Reactive|
|Troubleshooting||Trouble shooting of software relating to the pre-installed software and hardware issues.||Reactive|
|Backup and Restoration||Backup and restoration of R1, Acronis or Veeam backups where the service has been purchased from us.||Reactive|
|Migration||The migration of websites from a third-party provider or from another of our own platforms. (See Migrations)||Reactive|
Windows updates require a reboot to apply, due to this, automatic updates are not enabled as standard as they can result in unexpected/extended downtime. It is the client's responsibility to ensure Windows update is run on a regular basis.
Running Windows Update
It is recommended you run Windows update at least once per month and that you run them attended rather than allowing them to be automatically applied.
If you would like our team to enable automatic updates you may request this via ticket, please note that automatic windows updates are not monitored so failed updates may result in extended downtime.
You may also enable automatic updates yourself, if you do this, please let us know the schedule so our monitoring team are aware.
Our support team can also run windows update upon request, we will check your server boots and has network connectivity after the windows updates have installed. You are responsible for testing any applications you may run on your server to ensure they are functioning as expected after the update. To request we run windows update please raise a support ticket.
Critical Security Patches
There may be occasions where a critical patch is released that addresses a serious vulnerability that has a high chance of exploitation and has none or limited mitigation against exploitation.
In those instances, we will contact you via support ticket to arrange patching of your server, however they may be also applied without prior authorisation from the client if deemed particularly urgent unless you server is self-managed.
What is deemed a critical patch is at our own discretion and we make no guarantees.