Services
Under dedicated server hosting contract, we provide customers with the hardware, operating system, Internet network connectivity and any additional services as specified in the contract.
Scope of Support
We are responsible to ensure that the dedicated server is up and running with functional network connectivity to the Internet. We will do our best effort to troubleshoot issues related to the hardware, base operating system and network connectivity. We do not support troubleshooting of applications beyond operating system level unless it's specified in the contract. For such additional support, customers can engage our system administration services at $50/hour, which can be ordered here:
https://my.simplercloud.com/?cmd=cart&action=add&id=202
Server Hardware Replacement
Hardware failures due to wear and tear are our responsibility. In a case of server hardware replacement, which includes failure of any of the server's components, such as CPU/processor, RAM, motherboard, chassis, NIC card and power supply, we will replace the faulty hardware component.
There is no backup service provided for customer's data, except specified in the contract. Hardware, software and/or other failures can cause irreversible loss of customer's data. It is responsibility of customer to provision backup service for their data as necessary. Any recovery after a hardware failure does not include restoration of customer's data.
IP Address Assignment
Only IP address assigned to your server can be used. Each dedicated server is entitled to 1 (one) public IP address. Any additional IP address can be purchased at $5 per IP address per month, which can be ordered here:
https://my.simplercloud.com/?cmd=cart&action=add&id=191
Remote Management of Server
We provide IPMI KVM-over-LAN access for customers to manage the dedicated server remotely, such as to power cycle (power off, power on) the server and to access the server's console. We do not provide on-site remote hands-on services.
To access the IPMI console, you would need to download and install IPMIView software, which you can download from below URL:
https://my.simplercloud.com/files/ipmi/IPMIView-2.9.20-build130530-windows.zip
You can refer to the instructions on the manual here:
https://my.simplercloud.com/files/ipmi/IPMIView20.pdf
Basic Monitoring of Server
We provide basic e-mail monitoring service through our automated script, which monitors ping connectivity to your dedicated server every 5 minutes, and will send an automated email notification to customer if any issues are detected. This monitoring system is performed from an external network outside SimplerCloud's network, therefore it is subjected to Internet network connectivity between SimplerCloud's network and the network where the monitoring is being performed. As such, false alarms might happen, and you might want to check the status of your server upon receiving such alert, before opening up a support ticket with us.
You can also purchase advanced monitoring of server in the form of automated phone alerting system, which will make automated phone call to your number upon receiving such alert. You can order the service here:
https://my.simplercloud.com/?cmd=cart&action=add&id=277
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