Support Levels
We offer levels of technical support. These relate to the level of technical assistance we can provide with the day-to-day administration of your server.
Support - Experts on hand
Want unlimited support & greater security? Try our Managed Platform package. Our engineers are based in the UK and committed to helping you get the most from your cloud infrastructure.
| Managed Infrastructure | Managed Platform | |||
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| Included with | Cloud VPS & Dedicated Servers | - | ||
| Can raise a support ticket |
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| Can raise out of hours emergency ticket |
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| Basic 24/7 monitoring |
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| Custom Firewall |
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| Advanced 24/7 monitoring | Self-monitored | Memset-monitored | ||
| Vulnerability scanning |
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| - Memset responds to | None (self-monitored) | Critical alerts | ||
| Host-based intrusion detection |
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| - Memset responds to | - | Level 11 alerts & above | ||
| Managed backups [1] |
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| - £5.00/mo Service charge included |
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| Customer server security patching [2] |
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| Included support time | 30 minutes | Unlimited | ||
| Price /mo | FREE | £95.00 | ||
Chargable Rates [3]
Rates for scheduled work that falls outside current support levels.
| Managed Infrastructure | Managed Platform | |||
|---|---|---|---|---|
| Working hours | £80.00 /hour | £70.00 /hour | ||
| Out-of-hours [4] | £160.00 /hour | £140.00 /hour | ||
Notes
[1] Storage used charged at £0.10/GB in arrears.
[2] Security patching will be carried out as requested by the customer. Memset will not proactively apply security patches without prior notification or customer specific request.
[3] Chargeable time will be rounded up to the nearest 1/2 hour.
[4] The minimum charge for out-of-hours emergency support will be 1 hour.
Managed Infrastructure support only covers basic operating system advice relating to your Memset server(s).
Managed Platform support covers everything up to but excluding the application layer on your Memset server(s).