SUPPORT COVERAGE

Sit Back and Relax. We will manage!

Basic Management Coverage

All the servers come with Basic-Managed Support. With our Basic-Managed support, you can report server issues related to hardware, operating system, or basic configuration to our administrators. We can assist* you with following issues for a Basic-Managed server :

  • Load issues or sluggishness
  • Basic website related issues (Internal Server Errors, 404s, etc)
  • Network related problems
  • Failure of server to restart
  • Hardware failure
  • Troubleshooting pre existing configurations

Let us know if you are looking for any further clarification by contacting us through email(sales@veeble.org), ticket or livechat.

*There is no SLA for Basic Management. We cannot provide any assurance that the issues (internal issues in a server) will be fixed. Our techs will try utmost to fix the issues in time.

Full Management Coverage

Please read about what we do and do not support and/or manage:

Support Availability
Dedicated techs will be responding to support e-mails/tickets 24 hours per day, 7 day days a week, 365 days a year. To submit or review your support tickets please visit our support portal https://secure.veeble.org, please use your billing email address and password to login.

Support coverage
Veeble provides managed support for all system aspects listed below:
   •    Physical hardware management, monitoring and replacement;
   •    Network availability;
   •    Free installation of the cPanel control panel is done during VPS provisioning;
   •    Free control panel and OS optimization is done during provisioning. General optimization is suitable in 99% of use cases;
   •    Free initial security hardening;
   •    Free initial accounts migration from remote system with the same control panel;
   •    Management of all aspects of the operating system, assistance and troubleshooting of any problems related to operating system and standard control panel components
   •    Best-effort support for 3rd party applications*.


cPanel/WHM - Control panel support explained
  
cPanel/WHM

   •    Initial installation
   •    Initial service optimization
   •    Version upgrade/downgrade (note: EDGE build is not supported)
   •    Repair
   •    Licensing
   •    Troubleshooting of automated update and/or backup creation tasks
   •    Mail services
   •    Upgrade/reinstall exim MTA
   •    Upgrade/reinstall courier-imap POP3 and IMAP service
   •    Install/upgrade/reinstall/uninstall SpamAssassin
   •    Install/upgrade/reinstall/uninstall ClamAV antivirus
   •    Troubleshoot and repair mail delivery problems (note: problems caused by 3rd party mail scanning, filtering, products are not supported, custom delivery rules or ACLs are not supported)
   •    Troubleshoot standard Horde/IMP and Squirrelmail webmail clients

Web service
   •    Apache web server recompilation
   •    PHP upgrade or recompilation with additional options/modules directly supported by cPanel's easyapache script
   •    PHP configuration modification
   •    ionCube installation/removal/upgrade
   •    Zend Optimizer installation/removal/upgrade
   •    eAccelerator installation/removal/upgrade
   •    Troubleshoot and repair Apache/PHP installation and/or configuration (note: custom Apache configuration or modules are not supported)

MySQL
   •    Upgrade MySQL version
   •    Repair MySQL installation
   •    Repair/optimize MySQL databases
   •    Troubleshoot MySQL startup or connectivity issues

Nameserver
   •    Repair/reinstall named

   •    Named configuration troubleshooting

FTP service
   •    Upgrade/reinstall proftpd or pure-ftpd FTP server
   •    Switch between pure-ftpd and proftpd
   •    FTP service configuration troubleshooting (note: custom configuration rules or custom FTP server modules are not supported)

If you have any questions about our support coverage, just send an email to sales@veeble.org

*There will be no management for Custom Configurations like nginx or any other third party software that doesn't come along with cPanel.