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Managed Service Policy

Table of Contents

Purpose

The GPowerHost Managed Service Policy has been developed with the following objectives:

  • To ensure uniform, consistent, reliable and timely support for all clients.
  • To clearly define what management services are covered under this policy, what would constitute extra service (see: Extra Service Policy & Rates) and what services cannot be provided.
  • To detail our support framework–which provides transparency, documenting the issue and detailing its resolution.
  • To outline what set up services a new account will receive and the anticipated set up procedure and time frame.

Expert Hosting Set up Service

Each hosting package purchased includes our Expert Hosting Set up Service where a team of specialists, lead by a dedicated service manager, works to get sites and services up and running quickly! Most websites are set up with our Standard Confutation Service, which includes many advanced features and benefits all included free of charge. When customers need unique solutions we offer a Custom Configuration Service, and each package includes a set amount of time that may be allotted to giving this care, free of charge.

We only count the time experts are performing custom configurations and the following chart displays how much free, individualized time will be allotted based on the package purchased:

Custom Configuration
Expert Hosting Set up Service
Package Name: Set up
Time Included:		 Cost of
Additional Time:
DNS Easy, DNS Complete, DNS Master, Seedling, Sapling 1/2 hour $40 per hour
Apple, Peach, Plum 3/4 hour
Cherry, Pear, Palm 1 hour
Magnolia, Birch, Chestnut 2 hours
Maple, Spruce, Buckeye, Beech 3 hours
Walnut, Oak, Redwood 4 hours
Orchard, Grove, Woodland, Forest 8 hours

Set up Time Frame

All new customers and orders are verified prior to acceptance. Once an order is accepted (see: Billing overview: Order Verification Policy) installation proceeds immediately and typically follows these Expert Hosting Set up Service time frames:

  • Standard Configuration Service: completion within 24-48 hours
  • Custom Configuration Service: completion within 24-48 hours (after confirmation of work to be done)

Weekends and holidays are not included in the completion time frame, and quoted times are often quicker (within a few hours) and occasionally longer (up to 72 hours for some requests requiring coordination with third parties, specialized engineers or complex procedures).

Standard Configuration

Standard Configuration Expert Hosting Set up Service includes the following service elements free of charge:

  • Complete site migration from prior-host’s that use cPanel as their control panel
  • Complete Reseller account migration from hosts that use WHM/cPanel as their control panel
  • Migration of main domain in the gpowerhost.com control panel
  • Migration site redirects, add-on domains, sub-domains and parked domains
  • Migration of POP and IMAP accounts
  • Migration email forwarding, auto responders, webmail, and spam and virus filtering
  • Set up of an email archival system
  • Set up email SPF records, DKIM, and Reverse DNS
  • Set up abuse@, postmaster@ and default account monitoring
  • Migration of MySQL/PostgreSQL databases on gpowerhost.com servers
  • Set up and installation of gPowerSSL certificates
  • Setup to enable a customer to access their web files via FTP
  • Set up and install any of the applications available through our 1-click installer
  • Configuration of cron jobs (as per exactly specified, does not include cron job programing)
  • Set up backups using the gpowerhost.com cPanel Backup Wizard
  • Migration of portable cPanel backups
  • Set up backups using the gpowerhost.com Enterprise Backup System
  • Set up DNS records according to customer specification
  • Enabling website Stats
  • Enabling of logging and log rotation
  • Set up of Firewall with a basic ruleset
  • Set up of standard Vulnerability Monitoring as specified
  • Set up of standard Log Scanning Review & Response
  • Set up of Managed Anti-Virus as specified
  • Set up of LiteSpeed WebServer (if purchased)
  • Set up of Secure Load Balancer(s) (if purchased)
  • Set up of initial IP address (if purchased)
  • Set up of HotLink/Leech Protection
  • Set up of PHP
  • Set up of standard System Apache Handlers

Custom Configuration

These Custom Configuration Expert Hosting Set up Service elements are timed and potentially billable:

  • Any site or reseller account migrations that involve changes (e.g.: moves AND changes, repair of broken accounts, files, applications)
  • Advanced CRON job set up
  • Set up of new email accounts, forwarding, filtering and archiving
  • Migration or Set up and installation of third-party SSL certificates
  • Set up of additional IP addresses (if purchased)
  • Set up of new custom (non-blank) MySQL/PostgreSQL databases
  • Set up or Migration of Ruby/Ruby on Rails
  • Set up of Google Apps as specified by the customer
  • Installation/Set up of Perl Modules
  • Installation/Set up of PHP Pear Packages
  • Set up of Custom Apache Handlers as specified by the customer
  • Set up of Password Protected Areas
  • Set up of User Defined MIME Types as specified by the customer
  • Set up of Encryption Keys as specified by the customer
  • Configuration of Index management as specified by the customer

Extra Service

Not covered by Expert Hosting Set up Service, but available separately as "Extra Service" (see: Extra Service Policy & Rates), we provide a wide array of services most hosting companies refuse to ever provide. Contact support if you are in need of services not mentioned above.

Here are some of the Extra Services we can provide:

  • Set up of advanced email trust mechanisms, feedback loops, and whitelisting
  • Cleaning of email lists and analysis of confirmation, bounce records, and bounce rules
  • Set up of Firewall with a custom rules
  • Set up of custom Vulnerability Monitoring as specified
  • Set up of custom Log Scanning Review & Response
  • Set up/Migration of a Content Delivery Network as specified
  • Set up of Corporate Compliance as specified by the customer
  • Set up of PCI Compliance as specified by the customer
  • Set up of HIPAA Compliance as specified by the customer
  • Two Factor Authentication as specified by the customer
  • Creative design, layout, content creation, copywriting
  • Content uploading of customer websites and content posting
  • Installation or set up of customer custom applications or scripts
  • Programming, modification or development of customer custom scripts or Apps.
  • Management of customer files, documents, media, intranets and extranets.
  • Set up of non-MySQL/PostgreSQL databases on gpowerhost.com servers
  • Advanced data manipulation or replication techniques
  • MySQL/PostgreSQL clustering and/or load balancing
  • Emergency dedicated server restores
  • Dedicated server and service monitoring
  • Dedicated server software/operating system updates.

Work that Cannot be Provided

  • Migration, installation, programming, or set up of any element that violates our Terms of Service.
  • Migration, installation, programming, or set up of any element that violates our AUP.
  • Migration of a prior-host’s site/account/reseller/server backups into our Enterprise Backup System. cPanel backups will be migrated, and raw data-dumps and tars may be archived. Restoration from non cPanel or Idera (R1Soft) systems are not supported (see: Backup Policy).
  • 3rd party software/script/application configuration/troubleshooting that is not compatible with a supported environment (OS, Control Panel, etc.)
  • Proxy/cache server installation of any kind, such as Squid/Varnish/nginx/mod_proxy
  • Support for third parties (such as a Reseller’s customer)
  • Support for non-responsible parties (e.g.: non account owners)

Ongoing Day-to-Day Service

Beyond setting up your website, email, databases, applications and the like, we provide excellent continuing managed hosting service. We are committed to ensuring that services run smoothly and hosting environments operate normally, without excessive service slowdown or interruption. Many managed hosting services are included free of charge. Generally, maintaining a service installed under Standard Configuration Service is included free of charge on an ongoing basis.

Those services set up under the Custom Configuration Service will be maintained for a fee (see: Extra Service Policy & Rates). In most cases, requests for excessive service will be billed. Service is excessive when a customer needs vastly more care than most customers with the same hosting package. Requests for unusual service, when compared to customers with the same hosting package, are generally services provided for a fee as well. You will be informed if the service you request is a fee-for-service item.

Included 24/7 Managed Hosting/Dedicated Server Support:

  • Unlimited Reboots
  • Networking & Connectivity Issues
  • OS Re-installs/Troubleshooting (for supported operating systems)
  • Control Panel Re-installs/Troubleshooting/Updates (for supported control panels)
  • Apache Re-installs/Troubleshooting/Updates
  • DNS Troubleshooting
  • Mail Server Troubleshooting
  • FTP Server Troubleshooting
  • MySQL/PostgreSQL Re-installs/Troubleshooting/Updates
  • PHP Module and Parsing Troubleshooting
  • Perl Module Installation
  • gPowerSSL Installation and Troubleshooting
  • 3rd Party Software Installation including, but not limited to: software provided by our 1-click installer, Softaculous, ClamAV, IonCube loaders, Zend Optimizer, ModSecurity, MailScanner, ConfigServer Apps (CSF, CSX, CMQ, CMC)
  • Hardware Firewall Basic Configuration/Re-installs/Troubleshooting/Updates
  • Basic Security or performance Audits
  • General Service Monitoring

Requesting Service

Whether requesting standard, custom, or extra service the procedure is simple. Login to the client area and click on "Open Ticket" and choose the support department needed or follow one of these links (requires login):

These departments do not require login:

  • Sales: All Pre-Sales inquires.
  • Abuse: All kinds of contents, email and malware complaints.

Once contacted, our support team will assign requests to the proper service personnel for action. Once the service request is completed, the customer will receive a response detailing the resolution.

In the event that the request requires more information or we need customer feedback, the customer will be contacted to:

  • Ask any follow-up questions necessary to fully understand the request
  • Answer any follow-up questions
  • When it is a fee-for-service item, report the solution design and fee structure to the customer
  • When the request is complex, report an implementation timeline and post progress periodically
  • Obtain client review for implemented solutions
  • Report necessary changes to complete a project

To protect privacy, security and the integrity of our network we require all customers submitting support requests to authenticate their identity prior to proceeding with the support request (see: Access Policy & Rules).

Hosting OS/Control Panel Support

Currently, our GPowerHost environment supports CloudLinux with cPanel/WHM. Hosting packages must be running a combination of a supported operating system and control panel in order to be eligible for support by our administrators.

Dedicated Server OS/Control Panel Support

Dedicated Servers can be provided in a variety of supported Operating Systems and Control Panel Applications.

Operating Systems Supported:

  • CloudLinux
  • CentOS
  • RedHat Enterprise Linux
  • Debian
  • OpenBSD
  • FreeBSD
  • Fedora

Control Panel Applications Supported:

  • cPanel/WHM
  • DirectAdmin
  • Parallels Plesk

Dedicated Servers must be running a combination of a supported operating system and control panel in order to be eligible for support by our administrators.

Migration Paths Supported

We provide migration to cPanel/WHM from:

  • cPanel/WHM
  • Alabanza (limited support for account transfers)
  • CIHost (limited support for account transfers)
  • DirectAdmin
  • Ensim
  • Parallels Plesk
  • ZervexCP (limited support for account transfers)
  • Other migration paths are possible on a fee-for-service basis.

Contacting us

This is a guideline, in the event of a conflict in statements, concepts, policies or rules the gpowerhost.com Terms of Service and AUP apply.