Managed Infrastructure Services & Other Managed Services

We are a managed infrastructure services provider; who provide Infrastructure as a Service (IaaS). Our managed infrastructure service provider package is included, free of charge, with all our dedicated devices. Our standard management package means we are responsible for the physical hardware of any dedicated device and the site’s infrastructure. We also supply other management packages, for an additional monthly costs.

If you have any more questions about our management packages, please read through our FAQ section or raise a ticket, and we will be happy to discuss this with you.

We are a managed infrastructure services provider; who provide Infrastructure as a Service (IaaS).

As a managed infrastructure provider, we are responsible for the physical hardware of any dedicated device and the site’s infrastructure. If you have a hardware failure with your dedicated server/device, or believe that you are experiencing network issues, we will replace any failing hardware free of charge and investigate any network problem that may exist within our network infrastructure. However, we are not responsible for any configuration of the server (or other devices), the server’s operating system, nor any data hosted on your equipment.

Our SLA as a managed infrastructure service provider can be found on our Terms and Conditions page, under ‘Support and Maintenance’:

“Maintenance and support shall not include services for problems arising out of (a) tampering, modification, alteration, or addition to the Hardware or Software, which is undertaken by persons other than [us as the hosting company] or its authorised representatives; or (b) software programmes or hardware supplied by the Client.

The Client shall document and promptly report all errors or malfunctions of the Services, Hardware or Software to [us as the hosting company]. The Client shall take all steps necessary to carry out procedures for the rectification of errors or malfunctions within a reasonable time after such procedures have been received from [us as the hosting company] provided the procedures specified are reasonable. The Client shall maintain a current archive copy of all software and data, and shall properly train its personnel in the use of the Services, Hardware and Software.

Any problems caused by the Client to the Services, (which include, but are not limited to, deletion of necessary operating system files, accidental or intentional infection by a virus/Trojan) may result in extra charges to The Client at £30 per 30 minutes, or part thereof. For any work that will take more than two hours we will seek prior authorisation from the Client by telephone, email, fax, or post.”

Although as standard we are a managed infrastructure services provider only, we can provide a fully managed service packages, which involve different support experiences from our managed infrastructure services. See below in the “What management options do you offer?” section for more information about this.

As we are not responsible for any data hosted on our dedicated equipment, we strongly advise that all our clients back-up any important data or configuration, onto a device not physically connected to the main hosting device. If you would like to speak to someone about what back-up options we provide, please get in touch and a member of our team will be happy to help you.

If you have any questions about our SLA or what it means to be a managed infrastructure services provider, please feel free to get in touch through a ticket and a member of team will be happy to help.

Our standard package, as a dedicated Infrastructure as a Service (IaaS) hosting company, is a managed infrastructure services package. This means that we are responsible for the physical hardware of any dedicated server/device and the site’s networking, power and environmental infrastructure. For more information on this, please see the “What is Managed Infrastructure Services?” section of our FAQ.

Although as standard we are a managed infrastructure services provider, we can also provide a fully managed service any customer, which involves a different support experience from our managed infrastructure services.

If you wish to migrate to a fully managed service or have a fully managed service setup, a member of our team would first discuss your requirements with you to determine what level of management is required. The biggest problems surrounding a managed service is when the lines are blurred on responsibilities, so we avoid this by agreeing upfront exactly what the platform needs to do for you and where you will need our assistance.

We then provide you with tailored logins, if you still wanted to be able to administer basic changes - perhaps via a control panel, but the majority of changes would be performed by our teams in order to track the history of change management.

If you'd like to discuss your management requirements in more detail then a member of our team would be more than happy to help. If you have any more questions, please raise feel free to get in touch.

As with all tailored services, the costs will vary depending on how much management is required.

Prices start from £150/month for a single server, which would include the configuration of a control panel such as cPanel or Plesk, managed backups for the control panel directories, and an hour of investigative diagnosis every month for troubleshooting issues not included in the management package.

Multiple servers, virtual machines and clusters will vary in cost depending on the setup. It is most often cheaper on a per-machine basis to manage multiple VMs or physical servers.

If you'd like to discuss your management requirements in more detail then a member of our team would be more than happy to help. If you have any more questions, please raise feel free to get in touch.

As part of our standard package, we do not perform OS updates on the operating system of your server, however, we do offer an OS Update management package.

Our OS Updates management package includes a weekly check of you server’s operating system for updates. If an update is required, we will get in touch with you through a ticket, list the updates that are required, and then apply any update that you wish to be applied. If there are no updates are available, we will still get in touch to inform you that there is no updates available.

If you would be interested in our OS updates package, or if you have any more questions, please feel free to get in touch through a ticket and a member of our team would be more than happy to help.