Support Levels

Various support levels are available for some of our server solutions. We distinguish between the Managed and Unmanaged support levels.

The support level defines not only access permissions but also the scope of responsibility. For our Managed Servers, we handle maintenance, which includes operating system updates as well as the installation of the latest security updates. In addition, our Managed support level includes the installation and configuration of additional server services.

For Unmanaged servers, you are responsible for the installation, configuration, monitoring, updates, and proper functioning of all associated services.

Managed Servers

At the Managed support level, we handle maintenance, updates, and warranty coverage for all associated server services. In addition, we assist you with the setup and configuration of server services, as well as with troubleshooting issues directly related to server configuration. Limited SSH access to the server is also available.

Special Terms for Servers with the Plesk Control Panel

Third-Party Extensions

As part of the Managed Support level, we cannot provide support for third-party extensions for Plesk. Third-party extensions can be installed and managed at any time via the Plesk Control Panel; however, we cannot guarantee or provide support for any such extensions.

ModSecurity (Web Application Firewall)

We are happy to assist you with using ModSecurity, including its various modes and official rule sets such as Atomic Standard, OWASP, Comodo, and Atomic Advanced. If you manually add additional rules or use a custom ruleset, we cannot provide support or guarantee the functionality of the features or rule evaluation.

More information about ModSecurity →

Unmanaged Server

With the Unmanaged server option, you are responsible for the maintenance, installation, and configuration of services on your own. You receive SSH root access for all Unmanaged servers or Windows administrator access for all Microsoft Windows servers. For servers at the Unmanaged support level, we cannot offer you any additional support for server services or configurations. Our staff does not have access to servers at the “Unmanaged” support level.

Update Policy for Managed Servers

Security Updates

Updates to address critical security vulnerabilities are rolled out by our administrators—either automatically or manually—as quickly as possible, regardless of the respective maintenance windows.

Minor Updates

Software updates classified as minor updates are rolled out by our administrators automatically or manually as part of daily maintenance between 1:00 a.m. and 6:00 a.m. (CET/CEST).

Major Updates

To ensure the long-term stability and availability of your server services, we perform major updates only after prior consultation. This ensures that you can review significant changes to the software in advance before we roll them out.

Reputation Monitoring for IP Addresses

IP-Based Blocklists

For both managed and unmanaged servers, we provide our decentralized email infrastructure for sending and receiving emails. For more information, see the article Send Connectors.

Please note that we do not perform IP address delistings on your behalf for either managed or unmanaged servers. If one or more of your assigned IP addresses have been blocked by external IP-based blocklists, you must request the delisting yourself.

You can also find more information here:

• Microsoft Blocklists
• T-Online Blocklists

If you wish to configure your creoline server to send and receive emails, please also ensure that the RDNS configuration is correct.

SLA / Extended Support Subscriptions

Our Service Level Agreement applies to our hosting and server solutions. In addition to our SLA, an Extended Support Subscription can be purchased for the entire organization to reduce the guaranteed response time and enable proactive monitoring.

More information on Extended Support Subscriptions

*Up to 3 free checks can be set up via our Customer Center. Web services are monitored via HTTP requests. The included checks can be performed every 60 seconds and include both status code monitoring and SSL monitoring. As soon as a web service goes down, an automatic traceroute is performed in addition to status code monitoring. Furthermore, a screenshot of the faulty web service is generated if the web server returns an error message. A separate Managed Services subscription is required to monitor additional server services.

**The actual number of available elements depends on the server configuration you have selected.

***Installations and configurations are billed per 15-minute increment via remote hands. For incidents of any kind, we charge a one-time flat fee, followed by a charge for each 15-minute period or portion thereof for remote hands support. The guaranteed response time is based on our SLA and the optional Managed Services. You can find more information about pricing for additional and special services here.

****For all types of malfunctions, we charge a one-time flat fee per incident. If resolving the issue requires an adjustment or technical analysis of the associated server services, Remote Hands will be billed additionally.

*****Traffic overages are billed on a cumulative basis per calendar month. The total available, agreed-upon traffic volume is used as the basis for calculation. Only outbound WAN traffic is billed if the agreed-upon volume was exceeded in the previous calendar month.

More information on traffic billing →