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, with the Managed support level, we also offer 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 server services managed by creoline. 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.

Distinction Between Server Administration and Web Applications

The Managed support level covers the administration, monitoring, and maintenance of the operating system as well as the server services supported by creoline. These include, among other things, web servers, database servers, PHP runtime environments, and other system-level components.

The maintenance, updating, and security of web applications, as well as their plugins, themes, and extensions, are not included in the Managed Support level.

This applies in particular to content management systems (e.g., Typo3 or WordPress), e-commerce platforms (e.g., Shopware, JTL-Shop, or Sylius), and custom-developed applications. Regardless of the selected support level, the responsibility for installing security updates, performing version upgrades, verifying compatibility, and resolving application-specific errors lies with the customer or their managing agency or developer. This also applies if a web application was initially installed by creoline as part of the server deployment.

Our administrators will continue to assist you with technical issues caused by the server infrastructure managed by creoline or the supported server services.

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 the use of 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 Servers

With the Unmanaged server plan, you are responsible for maintaining, installing, and configuring 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 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

The following update policies apply exclusively to the operating system and the server services managed and supported by creoline.

Web applications, content management systems, e-commerce platforms, and their plugins, themes, and extensions are excluded from automatic and manual update management.

Responsibility for updating and securing these components lies with the customer or the respective application operator.

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 either automatically or by prior arrangement. This ensures that you can review significant changes to the software in advance before we roll them out. By default, the “Automatic Major Updates” policy is enabled for new Managed Servers. You can adjust this setting for each server with the “Managed” support level in our Customer Center.

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 delisting 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 respective delistings 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 through 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 of supported server services are billed per 15-minute increment via remote hands. For issues of any kind, we charge a one-time flat fee, followed by a charge for each 15-minute period or portion thereof for remote assistance. 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 cumulatively 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 →