DEDICATED SERVER SUPPORT / MANAGEMENT

Tollon offers wide ranging technical support across all our hosting solutions on the operating system, software, hardware and network services. The following outlines the level of support we include with each support / management package

Operating System		Bronze	Silver	Gold
Server Configuration	The installation and configuration of the O/S is fully supported. (A server build document is provided to dedicated server customers only.)
Troubleshooting	If you experience a problem with the operating system please contact Technical Support.	*
Apply Standard Patches	At hand-over of the server we will ensure the latest patches and service packs have been installed. As operating system patches and service packs become available it will be your responsibility to ensure these are applied. Tollon does offer Server Management service where we will apply these patches & updates for you.	*
Custom Disk Partitioning	Changes to our standard disk partitioning can generally only be done during the setup of a server.	*	n/a	n/a
OS Re-install	If you require a re-install or to upgrade the O/S please contact our Technical Support Team. If you do not need to preserve the data a re-install or upgrade will be much swifter. If you do need to preserve data then this could extend the rebuild/upgrade time.	*	n/a	n/a

FTP		Bronze	Silver	Gold
Initial Configuration	Microsoft FTP service is installed on Dedicated Servers as part of the standard installation. Managed and Virtual servers' FTP service is provided via ServU FTP.
Troubleshooting	If a dedicated server customer experiences problems with the FTP service please contact our Technical Support Team.

Websites		Bronze	Silver	Gold
Web site creation	Once an order for the creation of a web site has been processed a Web Completion Notice will be sent to you. This provides all of the relevant details for the web site. If requested, DNS and email services are also created as part of this process. By default each web site is created as an application within IIS.	n/a	n/a
Troubleshooting	If the problem is the way a script or third party software interacts with IIS, then we will only highlight the issue.
Scripting Support	We can provide extensive assistance to you in the development of any scripts used within a web site.	*	*	*
Virtual Directories	If additional virtual directories/applications are required for a web site please contact our technical support team.	n/a	n/a
Thawte SSL Certificates	If the customer requires a SSL Certificate, this may be ordered via the Support System. Contact technical support for further details. PLEASE NOTE: A dedicated IP address is required for each domain.	*	*	*

Software		Bronze	Silver	Gold
Troubleshooting	We can offer technical advice on all Microsoft products that are approved by Tollon.
3rd Party Software	Before attempting to install software you should ensure that the software can be installed via a Terminal Services connection. If you prefer we can install additional software and in most circumstances provide ongoing support.	*	*	*
ASP components	We provide various ServerObjects and Persits ASP components.	n/a	n/a
Installation of additional ASP components	If you require the installation of ASP components please contact our Technical Support Team. Installation will be subject to our approval on Managed and Virtual servers and may be subject to an ongoing support charge.	*	*	*
Assisted Upload	If you have content that you would like us to upload to your server or website from disc or other media please contact our Technical Support Team for further assistance.	*	*	*

Account Administration		Bronze	Silver	Gold
Control Panel	The key features of the Tollon Control Panel are: Create up to 2 separate Control Panel Groups. Your logo is displayed on the domain control panel. Your support contact details are displayed. Choose menu background colours, font and font colour. You decide what menu options are displayed. Ability to assign a Control Panel Group to individual domains. Add additional URL links to a Control Panel Group.	n/a	n/a
Administration	The Online Administration Area allows you to view and manage your invoices and contact details, raise and check support requests, order new services and manage any existing services that they have with Tollon e.g. DNS and email.

Server Monitoring		Bronze	Silver	Gold
Ping	We monitor PING 24*7 as part of the service. A copy of any alerts will be sent to your nominated email address.
Additional Server Monitoring	If you wish to have a specific URL monitored this can be arranged. A charge will apply for each URL monitored. Should you require additional monitoring please contact support.	*	*	*

DNS/IP		Bronze	Silver	Gold
DNS Maintenance	If the customer uses our DNS servers they will be able to manage the zone file via their online account.
Troubleshooting	We will provide assistance to resolve DNS and propagation issues with the customer. In some instances a charge may be applicable.* We would always inform the customer of the cost in advance.
Additional IP addresses	Dedicated server customers can purchase additional IP's subject to approval. Additional IP's for Managed and Virtual servers will only be allocated for use with web sites requiring SSL certificates, in accordance with RIPE policies.	*	*	n/a

Email		Bronze	Silver	Gold
Initial Configuration	When the customer registers/transfers a domain to us, we will assist the customer with the initial set up of mail accounts, and the configuration of a mail client program (such as Outlook + Express, Eudora, etc).
Troubleshooting	If the problem is with our servers, or the customer's account, then we will resolve the problem at no cost. If the problem relates to the customer's connection to the Internet, or from the customer's ISP to our servers, then we will only offer advice.
POP3/SMTP	We provide POP3 and SMTP access (via a mail program on your PC).
Webmail	We provide webmail access to POP accounts via a browser over any internet connection.
Anti-Virus Anti-Spam	Anti-virus and SPAM filtering is available on a per domain basis. The customer can order any additional email features via their online account.	*	*	*

* Support Charges		Bronze	Silver	Gold
Included Support	We include a set amount of technical support per month for Dedicated and Managed servers as defined by Included Support which excludes any defined fee based support. Each support request relating to Included Support will be allotted a minimum of 15 minutes. Support exceeding the set amount will be charged at the normal rate.	2 hours included	2 hours included	2 hours included