Sometimes you need additional, specialized assistance from our expert technicians. If you have a package that includes one of our Managed Services, many tasks are included at no additional charge. The following items give a sense of the kinds of additional services we perform and the minimum time those tasks usually require. This list is by no means exhaustive, so if you don't see what you are looking for, please contact us and we'll put together a personalized quote for you.
Each management tier has a different level of tasks included. If your task is not covered by your managed plan, you can purchase solutions à la carte. The following shows the tasks and the minimum amount of administrative time they take to complete.
| Task | Minimum Admin Time |
|---|---|
| Creation, deletion, or modification of user accounts in a supported control panel. | 30 minutes |
| Creation, deletion, or modification of service accounts like FTP, email, DNS, etc in a supported control panel. | 30 minutes |
| Advanced investigation of supported firewall issues not causing admin user access problems. | 30 minutes |
| Advanced assistance for issues with a supported control panel, but not explicitly covered by our Managed Services. | 30 minutes |
| Extended SSL troubleshooting issues not covered by our Managed Services. | 30 minutes |
| Task | Minimum Admin Time |
|---|---|
| Email client troubleshooting not related to a supported server-side issue. | 30 minutes |
| FTP client troubleshooting not related to a supported server-side issue. | 30 minutes |
| Cron job troubleshooting not related to a supported server-side issue. | 30 minutes |
| Advanced DNS troubleshooting unrelated to DNS service itself. | 30 minutes |
| Advanced supported MySQL, MariaDB, MSSQL, and PostgreSQL database recovery. | 1 hour |
| Task | Minimum Admin Time |
|---|---|
| WordPress and other third-party CMS and site software troubleshooting, diagnosing, and fixing issues. | 30 minutes |
| Local site PHP/ASP.NET configuration to assist in website functionality. | 30 minutes |
| Troubleshooting third-party service or software not provided by HostDime with your Managed Service. | 1 hour |
| Non-service-related website error troubleshooting not related to things covered by our Managed Services. | 1 hour |
| Task | Minimum Admin Time |
|---|---|
| Minor update to custom third-party software not provided by HostDime with your Managed Service. | 30 minutes |
| Installation of custom third-party software not provided by HostDime with your Managed Service. | 1 hour |
| Major upgrade to custom third-party software not provided by HostDime with your Managed Service. | 1 hour |
If your product doesn't come with one of our Managed Services included, we will still be happy to help you. The following shows the tasks and the minimum amount of administrative time they take to complete.
| Task | Minimum Admin Time |
|---|---|
Vendor-approved software update assistance  If there are issues updating any vendor-supplied software or services on a supported platform, we will help resolve them. |
30 minutes |
| Email, FTP, Cron job service-level troubleshooting Any issues that arise with supported services themselves that are not caused by the client will be investigated by us.
|
30 minutes |
| DNS service-level troubleshooting Any issues that arise with supported services themselves that are not caused by the client will be investigated by us.
|
1 hour |
| General error troubleshooting Errors output by supported software will be investigated by us.
|
1 hour |
| Control panel/web service malfunctions Errors caused by the improper functioning of these supported services.
|
1 hour |
| Control panel software updates | 2 hours |
| Task | Minimum Admin Time |
|---|---|
| Supported PHP extensions installation | 30 minutes |
| PHP service-level directive configuration | 30 minutes |
| LAMP stack service-level malfunctions We will help resolve issues in supported Linux, Apache, MySQL/MariaDB and PHP services not caused by the client. |
1 hour |
| Linux OS updates We will help with OS updates as needed on supported Linux operating systems (this does not include OS upgrades). |
1 hour |
| Linux OS diagnostics We will help resolve issues with supported Linux operating systems where possible. |
1 hour |
| Supported apache upgrades & updates We will assist with updating or upgrading the provided apache web server to supported versions. |
1 hour |
| Apache service-level diagnostics We will investigate issues with supported versions of Apache itself not caused by the client. |
1 hour |
| Supported database service-level basic configuration and diagnostics | 1 hour |
| Supported PHP upgrades & updates | 1 hour |
| Database corruption restoration We will assist with restoring database data from existing backups to the supported database service. |
2 hours |
| Supported database service-level updates and upgrades | 2 hours |
| Task | Minimum Admin Time |
|---|---|
| Database service-level basic configuration | 30 minutes |
| Supported PHP upgrades & updates | 30 minutes |
| Supported PHP extensions installation | 30 minutes |
| PHP service-level directive configuration | 30 minutes |
| WIMA stack service-level malfunctions We will help resolve issues in supported versions of Windows Server, IIS, MSSQL, ASP not caused by the client. |
1 hour |
| Windows OS updates and diagnostics We will help with supported Windows Server updates as needed (this does not include OS upgrades). |
1 hour |
| Supported IIS upgrades and updates | 1 hour |
| IIS service-level diagnostics We will investigate issues with the provided and supported version of IIS itself not caused by the client. |
1 hour |
| Supported database service-level updates | 1 hour |
| Database service-level diagnostics | 1 hour |
| Database corruption restoration | 1 hour |
| Supported ASP.NET upgrades & updates | 1 hour |
| Task | Minimum Admin Time |
|---|---|
| Backup service-level malfunctions We will investigate if the backup service included with your control panel fails. |
30 minutes |
| Supported backup scheduling configuration We will help you set up your control panel provided backup service on request. |
30 minutes |
| Supported remote backup configuration We will help you configure remote backups on request, if your control panel supports it. |
30 minutes |
| Dedicated server/VPS/Cloud cPanel/Plesk account, file or database restoration We will help with restoration if you provide a valid, properly configured backup. |
1 hour |
HostDime's Abuse and Response Team's main concern is the protection of our customers and their servers, applications, and information. Often times, a client will want to resolve the issues themselves but don't know where to begin. These issues would be investigated and a report provided to the client. The remaining issues will then be subject to further administrative time to resolve as outlined below.
| Task | Minimum Admin Time |
|---|---|
| Provide Report on Issues Causing High Mail Queue, Bounce back error, or Blacklisting | 30 minutes |
| Third Party Abuse Report Investigation | 30 minutes |
| Investigation into Overload or Cause of Reboot | 30 minutes |
| Compromise Cause Analysis | 30 minutes |
| Log Analysis | 30 minutes |
| Abusive User Identification We will investigate which user appears to be contributing the most to issues noticed by you with supported services like CPU, mySQL, bandwidth, etc. |
30 minutes |
| Additional Investigation Requests You can make a request to the Abuse and Security team that seems like it would fit into the investigation category, yet does not have a specific service item listed for it. You can also make a request to the Abuse and Security team that does not fit into any other category. We reserve the right to deny any request that does not have a specific service item listed in the most current, publicly available, HostDime management tier specific documentation. |
30 minutes |
| Task | Minimum Admin Time |
|---|---|
| RBL Removal Including Resolving Cause of Blacklisting | 30 minutes |
| Compromised Account Cleanup and Securing | 30 minutes |
| Network Attack Involving Custom Firewall Modifications | 30 minutes |
| Vendor-approved software vulnerability patch assistance for supported services | 30 minutes |
| High Level Compromise Cleanup | 2 hours |
| Additional Resolution Requests You can make a request to the Abuse and Security team that seems like it would fit into the resolution category, yet does not have a specific service item listed for it. We reserve the right to deny any request that does not have a specific service item listed in the most current, publicly available, HostDime management tier specific documentation. |
30 minutes |
| Task | Minimum Admin Time |
|---|---|
| Server Scan or Adjustments for Recommended Security Settings | 30 minutes |
| Altering Firewall Configurations (CSF) | 30 minutes |
| Mail Filter Configuration We will enable SPF records, DKIM records, and SpamAssassin. We will assist with creating custom spam score rules. |
30 minutes |
| Analyze and Configure Server in Regards to PCI Report Recommendations | 1 hour |
| Additional Configuration Requests You can make a request to the Abuse and Security team that seems like it would fit into the configuration category, yet does not have a specific service item listed for it. We reserve the right to deny any request that does not have a specific service item listed in the most current, publicly available, HostDime management tier specific documentation. |
30 minutes |
We will be there with you as your needs grow. We gladly provide assistance with upgrading your service upon request. We will thoroughly review your existing package, factor your current and future requirements, and provide custom tailored options. Every client has different needs and we will always do our best to accommodate your needs.
For specific inquiries on configurations, installations, and hardware diagnosis, please don't hesitate to contact us for a quick response.
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