Regulations

The support duties includes the following tasks:

– quickly respond to problems in the basic hosting services;

– provide the necessary information about the hosting settings;

– disable accounts without advance notice in the case of violation of the rules;

– notify customers about planned technical works on the servers well in advance.

The support duties does not include the following tasks:

– install or configure user scripts (cms, addons etc), even if client cant do it;

– run the commands and operations, that can be run through the panel;

– provide support to individuals who are not friendhosting.net clients ;

– configure software on the client computer;

– training to work with a computer and other software;

– answer the questions that do not carry meaning, containing a large number of syntactic and grammatical errors, and are not directly related to the duties of the support.

Customer service is available from 7:30 to 02:00 Moscow time. From 02:00 to 7:30 made monitoring of network equipment and data center.

Policy of providing basic administration on vps / vds and dedicated.

Basic administration available if:

– you have active vps/vds or dedicated server order;

– you have ISPmanager (Lite or Pro) or VESTA installed on vps/vds or dedicated;

Minimal Linux servers administration:

1) installing and reinstalling the operating system on request;

2) reboot VDS on request;

3) installing the control panel ISPmanager (Lite or Pro) and VESTA;

4) editing php.ini on request;

5) vds work related advice;

6) ISPmanager and VESTA related advice;

7) assistance in diagnosing and fixing performance problems of core services (nginx, apache, mysql, php, proftpd, bind, exim or sendmail);

8) installing php extensions from the standard repositories;

9) backup management;

10) logs configuration;

Basic Linux server administration includes:

1) initial installation and operating system configuration;

2) reinstall the OS if needed;

3) installing the control panel ISPmanager (Lite or Pro);

4) the installation of basic services (nginx, apache, mysql, php, proftpd, bind, exim or sendmail) supported by ISPmanager;

5) assistance in diagnosing and fixing performance problems of core services (nginx, apache, mysql, php, proftpd, bind, exim or sendmail);

6) edit the configuration files of core services available on request in the absence of technical possibility to complete this procedure on their own;

7) manage backups through ISPManager;

8) installation of additional software (php extensions, apache, nginx, etc.) from the standard repositories;

9) reset passwords.

Works that do not fall under the definition of basic administration, are charged at $10 per hour with a minimum payment of $5.

Sites transfer policy.

The client is entitled to a free site transfer in that cases:

– site transger from another hosting;

– new order.

In cases other than those specified above, the cost of sites transfer is $10 per hour with a minimum payment of $5. For example, when moving sites between two or more orders after three or more days after ordering new services.