Dedicated Server

Essential Support Service

Verio Essential Support Service offers you a full range of ways to keep your account online, including:

• Tier-1 Technical Telephone Support 24×7x365
• Trouble Ticket Management
• Tier-1 Billing Support
• Your Own Provisioning Project Manager
• Base Level Monitoring
• Verio PowerPortal

Tier-1 Support Capabilities

Our Tier-1 Technical Telephone Support, 24×7x365, includes:

• Initial install of standard OS distributions and supported preinstalled software
• Basic configuration of preinstalled software
• Basic assistance with familiarization of standard OS distributions and preinstalled software
• Basic troubleshooting in an attempt to establish the cause of problems
• Regular notification of known security issues and software vulnerabilities where they could potentially impact a large portion of your customer base
• Install standard hardware configuration
• DNS additions for new domains registered to our name servers within 24 hours
• DNS troubleshooting within 24 hours
• DNS additions/modifications within 24 hours
• Full support of our NTT/Verio Global Tier-1 network
• Customer reboots (4 per server per month)

Trouble Ticket Management

Customer support will manage trouble ticketing for the customer including, opening, escalating, and closing both administrative and technical trouble tickets. Tier-1 troubleshooting includes:

• OS
• Hardware
• Software
• DNS
• Network
• System administration, and/or customer issue validation and call routing to the appropriate party

Tier-1 Billing Support Capabilities

Billing Telephone Support 8:00 a.m. -6:00 p.m. Central Time; as well as 24×7 online support via www.verio.com under Your Account. Verio’s Billing Support provides all of the following account management services:

• Account Information – Most customers are just a click away from online changes and updates to account and credit card information
• Account Cancellations – If customers need to cancel their accounts, they can do so by phone for via the web
• Account Payments – Find accepted methods of payment, along with the appropriate payment addresses
• Account Suspensions – Find Verio’s restoration policy for suspended accounts along with the most common causes for account suspensions
• Credit Information – Submit a request for a credit or adjustment, as well as view Verio’s policy on some of the most common reasons for credit and adjustment requests
• Contact Information – The most direct routes to contact the Verio department that can best fulfill your support needs

Provisioning Project Manager

• Responsible for the installation of your solution and services and will ensure you are up and running quickly
• Will create and maintain a project plan for applicable projects to include tasks, deliverable dates, resources, dependencies and status
• For each new project, the Project Manager will develop kick-off agenda/materials (to include project charter plan, an assumption/risk matrix and a communication plan), ensure the quality and timeliness of deliverables for projects and organize and conduct weekly status meetings with the key players

Base Level Monitoring (Ping and Port Monitoring)

• Ping Monitoring is executed every 5 minutes to verify that the IP address is reachable from our monitoring system
  • Verifies the availability of the network device: switch, hub, router, server, etc.
  • If the device is unreachable, our Operations staff is notified immediately
• Port Monitoring is executed every 5 minutes to check if the customer specified ports are accessible from our monitoring system
  • Ensures that the application or service running on a given IP address and port is running
  • If the port is not functioning as expected, an alert will be generated, and our Operations staff will be notified immediately

Verio PowerPortal

• An online, fully featured, easy-to-use, interactive information portal providing a view into Verio’s web infrastructure, and your solutions being managed by Verio