This article applies to the Enhanced Support option available only on our Cloud VM plans - http://www.blacknightvps.com
Enhanced Support for our Cloud VM plans is an add-on service which can be used to help you get the most from your Cloud Virtual Machine. It is a support service offered by Blacknight where the package purchased is typically managed by the end user, who may or may not have the knowledge to complete tasks such as:
installing, troubleshooting, or upgrading the operating system and other applications, creating an Apache or IIS Vhost, troubleshooting a connectivity issue, analysing mail or web logs and so on.
Blacknight will assist in the performance of these types of tasks, or point the end user in the right direction.
With the EMS option our Engineering and Support teams would be on hand to give more step by step instructions where possible and give more assistance where needed if anything happened on the VM during its lifetime.
The service is not designed to be an outsourced managed service rather, an enhanced backup support option if/when you run into trouble. The responsibility for maintaining the server and performing normal sysadmin functions remains with the VM buyer.
• The service is a best endeavour service and no guarantees or SLA’s are offered on any applications or the Operating Systems.
• The service is limited to 4 incidents/ per month.
• Calls are logged with support and a case number assigned. Support will respond via email to the ticket and the ticket will be escalated to L2 support where appropriate.
The service will be available during normal office hours - Monday to Friday 8am to 7pm. Email support is available on the weekends and on bank holidays but an appropriate senior engineer might not be available to advise you outside of normal office hours.
Enhanced support services can be purchased via https://cp.blacknight.com/ under:
Account >> Subscriptions >> $SUBSCRIPTION >> Resources >> Upgrade Resource Limits >> Enhanced support services (Set to ON) >> Next >> Place order