Network Support.
Concerns specifically relating to TCP/IP connectivity to your server from the internet. Specifically, the inability to ping your server from multiple locations constitutes a network issue. Video App's network support is limited to its own infrastructure. Upstream providers will be notified immediately if a problem exists outside of our infrastructure. Network
support tickets that are opened but do not constitute a network failure are billable. For example, if you open a ticket because you cannot connect to your server via SSH, but the problem was because you weren't unlocking your firewall, or because you were using the wrong hostname, or because you were using the wrong password; the resolution of such issues will consume billable time.
Infrastructure Support.
All concerns relating to power and cooling of the datacenter. Video App monitors the infrastructure 24/7. Video App's infrastructure support is limited to its own infrastructure inside its cage. Equinix IBX facility will be notified immediately if a problem exists in their infrastructure.
Server Support.
All concerns relating to the basic operation of the server, including hardware and operating environment. Hardware includes all parts, such as hard disks, memory, CPUs. Operating environment includes operating system, SSH daemons, Apache, MySQL and PHP. Video App considers cPanel to be part of the operating environment. Server support issues always constitute
billable time. Server restorations from backup due to server failure are not billable and performed free of charge, however, any and all followup support related to post-restoration business continuity is billable.
Application Support.
All concerns pertaining to services that are not included with the operating system, including installed software and libraries, or 3rd party applications.
End-user Support.
All concerns relating to customer ability to interact with their server and the internet, such as connecting, transferring files, using cPanel, accessing emails, etc.