Support level

Different support levels are available for some of our server solutions. We differentiate here between the support level, Managed and Unmanaged.

The support level defines not only the access authorization but also the area of responsibility. We provide maintenance for our managed servers, which includes operating system updates and the installation of the latest security updates. We also offer the installation and configuration of additional server services at the Managed support level.

For unmanaged servers, you are responsible for the installation, configuration, monitoring, updates and functionality of all associated services.

Managed Server

At the Managed support level, we take over the maintenance, updates and warranty for all associated server services. SSH access to the server is possible, but only with limited rights.

Unmanaged Server

In the Unmanaged server variant, you take over the maintenance, installation and configuration of services independently. You receive SSH root access for all unmanaged servers or Windows administrator access for all Microsoft Windows servers.

Update policy for managed servers

Security updates

Updates to close critical security gaps are rolled out automatically or manually by our administrators as quickly as possible and without taking into account the respective maintenance windows.

Minor updates

Software updates in the minor updates category are rolled out automatically or manually by our administrators daily between 1.00 a.m. and 6.00 a.m. (CET/CEST) as part of the maintenance work.

Major updates

In order to guarantee the stability and availability of your server services in the long term, we only carry out major updates by prior arrangement. This ensures that serious changes to the software used can be checked by you in advance before they are rolled out by us.

SLA / Managed Services Extension

Our Service Level Agreement applies to our hosting and server solutions. In addition to our SLA, an extended Managed Service can be concluded for the entire organization to reduce the guaranteed response time.

More information about the Managed Services

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

**Installations and configurations are billed per 15 minutes or part thereof via remote hands. For malfunctions of all kinds, we charge a one-off flat rate and then remote hands for every 15 minutes or part thereof. The guaranteed response time is based on our SLA and the optional Managed Services. You can find more information on the prices for additional and special services here.

***For faults of all kinds, we charge a one-off flat rate per fault. If an adjustment or technical analysis of the associated server services is necessary to rectify the fault, remote hands will be charged additionally.