 |
|
In addition to giving your website the optimum in speed, security, and overall functionality, your ValueWeb dedicated server provides you with a comprehensive online support system.
We make it easy for you to manage your account, ensure the security of your website and access experienced technical consultation.
Account Management: Sit in the pilot seat of your account. Monitor bandwidth usage, add additional products, pay invoices, update contact and payment details, modify credit card and bank account information, and more.
Submit a support request: Immediately alert us of your technical issue using our secure support request form. An experienced technical consultant will review your issue, and respond within 24 hours. You can always call us toll-free at 888.846.5522 to check the status of your inquiry. If you are not a Value Support member, there is a $15 service fee for support requests. To become a Value Support member, please contact customer care.
Submit a professional service request: Do you need the services of an expert team to dive deep into your server. An expert administrative team is available to provide help to resolve your issues, and respond within 24 hours. We will review your request and if we are able to resolve your issue we will tell you how long it will take and what it will cost. We charge $150 per hour for professional services.
Network Status: Check reports of network maintenance daily. Infrequent maintenance outages typically last less than one minute.
Dedicated Server Community: ValueWeb's free discussion board offers a place to converse with other members of our community about anything and everything in regards to administering dedicated servers. Join today!
Policies/Procedures: Familiarize yourself with the procedures necessary for installing colocation circuits, colocation room rules and regulations, ValueWeb's Acceptable Use policy, and the Dedicated Services User Agreement.
Search Our Knowledgebase: An open database of customers' most Frequently Asked Questions (FAQs), arranged by popularity and searchable by keyword.
Advanced Port Monitoring:
For a deeper level of monitoring ValueWeb offers Advanced Port Monitoring. This service dives all the way to the application level of your system to ensure that all of your vital applications are serving your clients 24 hours a day 7 days a week.
Advanced Port Monitoring allows you to monitor up to 5 ports you specify through your own control panel. If any of your monitored ports fail our system will notify you at up to 4 email addresses of your choosing.
Network Service Level Agreement:
ValueWeb's dedicated hosting service offers the highest commitment to network uptime in the industry, with guaranteed 100% uptime. *
We stand behind our network's 100% reliability, and Value Support members** receive aggressive refund policy in the industry. While our competition offers only 5-25% discounts for downtime, ValueWeb refunds you up to 100%. See the chart below for a comparison of our refund policy, versus those of our competitors.
| Company |
Length of Outage |
Compensation |
| Service Provider 1 |
60 Minutes |
7% Credit |
| Service Provider 2 |
60 Minutes |
10% Credit |
| Service Provider 3 |
60 Minutes |
23% Credit |
| ValueWeb |
60 Minutes |
100% Credit |
|
We will refund 50% of Value Support members' monthly fee for a network service outage equal to or greater than 30 continuous minutes. After an additional 30 minutes, we will refund another 50%, for a total of 100% of your monthly fee.***
To receive your credit for a qualified network service outage, please contact us and report the outage in writing within seven days. The following information must be included in your email: Company Name, Account Number, Daytime Contact information and Date/Time of outage.
* Excludes planned outages.
** Our Network SLA is not included with A La Carte support. To upgrade to Value Support, contact support.
** Refund not to exceed one month credit
Hardware Replacement (SLA):
ValueWeb's dedicated hosting service offers the highest commitment to hardware uptime in the industry. Due to the high standards we set, in the last 12 months we have had less than a 1% hardware failure rate.
As part of our Value Support package,* we offer the strongest hardware replacement SLA in the industry!
| Company |
Length of Outage |
Compensation |
| Service Provider 1 |
120 Minutes |
3% Credit |
| Service Provider 2 |
120 Minutes |
5% Credit |
| Service Provider 3 |
120 Minutes |
6% Credit |
| ValueWeb |
120 Minutes |
10% Credit |
|
We will refund 10% of your monthly fee if we cannot replace a hardware failure within 120 continuous minutes. If it takes us longer, we'll refund you an additional 10% of your monthly for each additional 60 continuous minutes.**
To receive your credit for an extend hardware failure you must contact http://corpsupport.valueweb.com and report the outage in writing within seven days. The following information must be included in your email: Company Name, Account Number, Daytime Contact information and Date/Time of outage.
*Our Hardware SLA is not included with A La Carte support. To upgrade to Value Support, contact support.
**Refund not to exceed one month credit
|
|
