Network and hardware reach us.
The operating system is yours.
People often read “unmanaged” as a warning. Below is where the boundary runs, and what sits on the far side of it.
- the network, routing and announcements[ours]
- your port, and anything upstream of it[ours]
- the hardware itself: failed parts are replaced at our cost[ours]
- physical work in the data centre: technicians on site 24/7[ours]
- the management controller, power and cooling[ours]
- provisioning, and the handover of access[ours]
This is section 8 of the terms, not a service level we invented for a web page. There is no percentage attached to it, because none was signed.
- operating-system work: installs, patching, packages[hostiserver]
- application and database setup, tuning and migrations[hostiserver]
- managed control panels, if you want one at all[hostiserver]
- anything you would call sysadmin work on a retainer[hostiserver]
Unmanaged means our side ends at the port. The same group runs a managed service, and moving a question there is routine.
- the operating system and everything you install on it[yours]
- your firewall rules and your keys[yours]
- your backups: we do not take any, and there is nothing to restore from[yours]
- monitoring your own application[yours]
The console reaches further than SSH does: IPMI goes down to BIOS and boot order, so a machine you have locked yourself out of is still yours to rescue.
What to put in it.
A network problem is diagnosed from evidence, and the round trip to ask for that evidence is usually longer than the fix. Four things shorten it.
- A traceroute and an MTR, both directions if you can get them: from you to the machine, and from the machine outward.
- The time window, with a timezone. “Last night” costs a round trip to establish.
- The addresses involved, not just the hostname.
- For anything hardware-shaped: what the IPMI event log says.
Invoices, renewals and account details live in the HostiServer panel. There is no second dashboard to learn, and there is not going to be one.
The five that matter.
- 01 ─
Something is down at three in the morning. Who do I contact?
Us, through a ticket in the panel: support runs 24/7, nights and weekends included. That covers the network, the port, the hardware and the controller, with no per-ticket charge. Your OS or application is reached through IPMI; HostiServer takes it on as paid work if you would rather hand it over.
- 02 ─
Do you publish an uptime percentage or pay service credits?
No. We have not signed an uptime figure, so we do not publish one. What we commit to is in section 8 of the terms: the parts we operate are ours to fix, and failed hardware is replaced at our cost.
- 03 ─
Do you take backups of my server?
No. No snapshots, no nightly copy. If a disk dies or you delete the wrong directory, there is nothing to restore from. That copy is yours to make (section 9 of the terms); the storage builds are there to hold it.
- 04 ─
Can I get help with the operating system?
Not from us: the price covers a service that stops at the port. HostiServer sells that work as a separate service, with someone accountable for it.
- 05 ─
How do I reach the machine if I have locked myself out?
IPMI, which is yours from the first hour. It reaches the console, the power state, the boot order and the BIOS, so a broken firewall rule or a bad kernel is a reinstall you can do yourself, without a ticket.