Unmanaged plans come with limited support, those requiring support on an unmanaged plan will need to upgrade to a managed plan or pay our hourly management fee regarding certain support issues. The general rule is, if Mean Servers needs to login to your VPS to solve/investigate the problem you are experiencing, it is not covered under our limited support. Technical advice (advice such as but not limited to the type of firewall to use, commands, "Googling", installing 3rd party software, issues regarding 3rd party software, etc.) falls under this purview unless advice is being rendered about a particular product.
Problems originating with the node you are located on are covered under our limited support for unmanaged packages. This may include connectivity issues, routing issues, downtime, problems with the SolusVM control panel, and certain other problems that may be unrelated to your individual VPS. To assist us in troubleshooting these types of issues, we ask that you send us the following reports:
- Ping
- Traceroute
- MTR
Please note that when sending us a MTR or ping report to include at least 100 sends, this ensures we get an accurate picture of the problem you are experiencing. Our technicians may require your network configuration that you have setup on your VPS as well in certain instances and in order to expedite your support request, we ask that you include this configuration or have this information ready, especially if you recently purchased your VPS, installed your VPS manually, or are running a Windows based operating system.
If you require assistance that is not covered under the policy, you may elect to use our management services at an hourly rate of $49 billable in 15 minute increments. You will always be quoted a price and invoiced before work will begin.
If you are ever unsure if the support request is covered or not, you are welcome to open a support ticket.
Clients with managed services are exempt from this policy.
