Gate.com - Dedicated Servers. A La Carte Support

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Pay for the support you need, only when you need it.

Gate.com has made a commitment to its customers to provide the highest level of included support in the industry – but we won't charge you for it if you don't use it! A La Carte support includes full access to our growing knowledgebase and moderated discussion board, and fast server reboots. A La Carte support members also get access to 24/7 support for a $15.00 service fee per support request.

Customers who want the convenience of 24/7 phone and email support can get it any time by purchasing our Dedicated Support package. Become a Dedicated Support Member

call today: 866.233.0602.

A La Carte Support Details

Installation
Core System Software	Operating System(Typical Install) Web Server FTP Server Mail Server (Linux Servers Only) One IP address 10Mbps half duplex port connection Use of our DNS servers
Software	Miva Merchant (License available for an additional fee) Urchin Web Statistics (License available for an additional fee) PLESK Server Administrator (License available for an additional fee)
Windows Servers Only	Microsoft Terminal Services (Remote administration mode)

Proactive Support Services/Activities
Network Troubleshooting	We will proactively troubleshoot connectivity issues within our network and with our upstream providers. This is limited to packet loss and latency on our internal network, and between our internal network and our upstream providers.
Bandwidth Usage Monitoring	We will provide monthly bandwidth usage statistics, measured in GB (Giga Bytes). Bandwidth is measured by total outbound traffic off the switch port your server is connected to. You can view your bandwidth usage via your Account Management interface.

Dedicated Support by Request
Server Reboots – No Charge	Gate.com will provide server reboots free of charge to all dedicated server customers when requested by email. We reboot your server within 30 minutes of request. Power cycling the machine may be required. In certain instances we may require your password for file system checks.
DNS Troubleshooting on Gate.com's Name Servers – No Charge	We will troubleshoot and resolve any DNS problems on the Gate.com name server (ns1.primarydns.com) and (ns2.primarydns.com). In the cases where the issue is caused by the registrar of the domain, the customer will have to contact the registrar directly.
Hosting Control Panel Support – $15.00	Includes PLESK Server Administrator. These cover all necessary basic features. Additionally, the PLESK website is an excellent resource. We will ensure the Control Panel application is installed and running properly on your Gate.com dedicated server. If the default install or configuration fails due to any change from the default install or configuration, we will offer a server reinstall to our latest Control Panel version, at a one time fee of $75. If the problem is related to PLESK itself we will resolve the problem for you. If the problem is related to the way an unsupported third party application interacts with the Control Panel, you must contact that software vendor for technical support.
Installed Services and Applications – $15.00	For Gate.com installed services and applications, e.g. Web server, mail server, FTP server, database, PHP, etc, we will ensure the installed service or application, on your Gate.com dedicated server is running at the time of the default install or configuration. If the default install or configuration fails due to any change from the default install or configuration, we will offer a server reinstall to our latest Operating System installation version, at a one time fee of $75. Data integrity will be the responsibility of the customer.
Installation of Vendor Released Patches Upon Request – $15.00	We will install, at customer request, any vendor released updates or patches necessary for proper and secure server operation. Gate.com cannot guarantee that these patches will not stop or break the software and applications on the server. Customers should research the compatibility of these patches and verify that they will function properly within the Operating System and with all third party software installed on the server before requesting installation. Server failures due to updates or patches will be escalated to the Systems Administration team for rollback or other resolution. This procedure my take up to 24 hours and may be considered as Professional Services, please plan accordingly.
Urchin Web Statistics – $15	Support from the Urchin Software Corporation is not included in your service agreement. If you would like to receive support from the Urchin Software Corporation directly, you can purchase hourly support via email or phone at, http://help.urchin.com/ Urchin help information, knowledgebase articles, manuals, and whitepapers are also at http://help.urchin.com/.
Miva Merchant – $15	Support from the Miva Corporation is not included in your service agreement. If you would like to receive support from the Miva Corporation directly, you can purchase standard email or phone support at, http://www.miva.com/support/. Miva help information, knowledgebase articles, manuals, and whitepapers are also at http://www.miva.com/support/.
Dedicated Server Hardware Repairs – No Charge	We will replace any piece of failed hardware on a dedicated server for one of equal or greater value. Data integrity will be the responsibility of the customer.
Compromised Servers – $75.00	We will reinstall all compromised servers. There will be a one time fee of $75 Data integrity will be the responsibility of the customer.

How to Contact Support