Server support

We provide support to the following issues:
Providing server as per the Hosted by Humans standard build unless agreed otherwise.
Re-build to standard build in the event of server hardware or application problems.
Assistance with server configuration/maintenance subject to Hosted by Humans standard consultancy rates.
Replace the server within 72 hours in the event of server hardware failure.
Power cycle the server upon request.

We do not support:
Migration of existing website content to hosting space, except as agreed and installed by us
Any applications/software loaded by the customer except as agreed.
Management support of the server (unless additional service agreed).
Application of software patches.
DNS on the server.

Data Backup Service Support

We provide support in relation to the following:
Setting up the backup service (limited to 3 directories).
Hosted by Humans recovery of backup to customer server (fee applicable).

We do not support:
Posting web site from backup.
Testing/repairing web site functionality following backup recovery.
Response times: We endeavour to recover requested backup files within 24 working hours.

Security Maintenance Service Support

We provide support in relation to the following issues only:
Notification and application of patches for core services and any agreed additional services.
We are responsible for the security of the network, building and data on our side of the firewall.

We do not support:
Removing patch after application.
Testing/repairing web site functionality following application of patch.
Non-standard install software.

Systems Management Service Support

A full Systems Management programme is available for those customers who wish to outsource the management of their servers to us on a tailor made basis. Please contact us on 0870 165 7222 to discuss your individual requirements

We do not support:
Modification to web site(s) content.
Third party software (unless agreed).

Type of support:
Telephone 0870 165 7222. E-mail support@iocea.com
Availability: 9.00am to 6.30pm Monday to Friday (excludes national holidays).
Response times: We endeavour to respond to requests within 24 working hours.
All services are subject to Hosted by Humans Terms & Conditions.