Level 2 Support Services. V This version of the document cancels all previous published versions

Transcription

1 Level 2 Support Services V This version of the document cancels all previous published versions

2 INDEX Services and Software supported 4 Operating systems 6 Control panels 10 Virtualization 12 Backups 14 Software Linux 16 Web Servers (Linux) 17 Programming languages (scripts) (Linux) 18 Databases (Linux) 19 Monitoring and statistics (Linux) 20 Mail (Linux) 21 FTP Servers (Linux) 22 DNS Servers (Linux) 23 Load balancer (cluster) (Linux) 24 Content Manager (CMS) (Linux) 25 Other programs (Linux) 26 2

3 ÍNDICE Software Windows 27 Web Servers (Windows) 28 Programming languages (scripts) (Windows) 29 Databases (Windows) 30 Monitoring and statistics (Windows) 31 Mail (Windows) 32 FTP Servers (Windows) 33 DNS Servers (Windows) 34 Other programs (Windows) 35 Activities not supported 36 3

4 1 Services and Software supported 4

5 Our Level 2 Support service puts at your disposal one of our highly qualified systems engineers to perform a technical intervention on your Cloud server whenever you need it. This service, available in 24x365 mode and with a maximum resolution time of 2 hours allows responding quickly and efficiently to any incident or request. The Level 2 Support is included free of charge in our Managed Cloud servers. For users of an unmanaged Cloud server this service is priced at 2/minute according to the time required in each action. Some software packages may have an additional cost in terms of license, subscription or set up. Below is an exhaustive list of tasks included in our Level 2 Support service. Each task is identified by one of the following icons: officially supported task task not officially supported unsupported task, but we will try to offer you the best solution The tasks not listed in this document are not supported by our team and can not be performed. 5

6 2 Operating systems 6

7 DEFAULT Windows 2012 Standard Server 64 bits Windows 2008 Web Server R2 64 bits Windows 2008 Standard Server R2 64 Windows 2003 Server 32 bits Windows 2003 Server 64 bits Linux CentOS 7 64 bits Linux CentOS bits Linux Ubuntu (Bionic Beaver) Server 64 bits Linux Ubuntu (Xenial Xerus) Server 64 bits Linux Ubuntu (Trusty Tahr) Server 64 bits Linux Ubuntu (Precise) Server 64 bits Linux Debian 9 (Stretch) 64 bits Linux Debian 8 (Jessie) 64bits Linux Debian 7 (Wheezy) 64bits Linux Debian 6 (Squeeze) 64 bits Linux Debian 6 (Squeeze) 32 bits 7

8 DEFAULT Linux Debian 5 (Lenny) 32 bits Linux Debian 4 (Etch) 32 bits Linux Oracle 7 64 bits 8

9 Only minor updates (minors) of the same operating system are supported. Please note that updates between versions (major) are not supported. In general, any update that requires reinstallation is not supported. The following problems, as an example, are covered: File system and problems with file names Interpretation of log files and statistical reports Permissions and file properties Commands and system utilities 9

10 3 Control panels 10

11 DEFAULT SWPanel 2018 Linux SWPanel 2018 Windows Plesk 17 Linux CPanel 68 Linux Only One-Click apps Only One-Click apps The following problems, as an example, are covered: Problems accessing the control panel Change the system configuration through the control panel interface. 11

12 4 Virtualization 12

13 DEFAULT XenServer 7.2 XenServer 6.5 XenServer 6.2 XCP-NG 7.4 XenCloudPlatform (XCP) 1.6 VMWare ESXi 5.X 13

14 5 Backups 14

15 DEFAULT Bacula The following activities are covered by our Bacula backup software: Schedule backups Restore one or more backup files Restore a complete backup server if it has an image or snapshot Possibility of making copies to an external server. We can not offer support with the installation or configuration of the Bacula server on an external server 15

16 6 Software Linux 16

17 Web Servers (Linux) DEFAULT Apache2 libapache2-mod-php5 libapache2-mod-php7.0 NGINX Liferay Tomcat ColdFusion 17

18 Programming languages (scripts) (Linux) DEFAULT PHP (latest version) PHP - curl PHP - gd PHP - mysql PHP - pear phpmyadmin PHP (older versions) Ruby on Rails Node.js Only One-Click apps Only One-Click apps The following problems, as an example, are covered: Problems executing CGI scripts (not programming) Problems running PHP scripts (not programming) Problems running Python or Perl scripts (not programming) 18

19 Databases (Linux) DEFAULT MySQL (latest version) MySQL (older versions) MySQL Galera Clúster MongoDB 3.0 PostgreSQL 9.X (latest version) Only One-Click apps Only One-Click apps MariaDB (latest version) MariaDB v5.5 MariaDB v10 Only One-Click apps Only One-Click apps MariaDB Galera Clúster RethinkDB Cassadra 2.1 Only One-Click apps Only One-Click apps Possibility of installing from supported sources. Possibility of upgrading to a higher version supported by the operating system. The following problems, as an example, are covered for MySQL: Connection issues Privilege management 19

20 Monitoring and statistics (Linux) DEFAULT AWStats Nagios (server) Nagios NRPE Opsview Agent 20

21 Mail (Linux) DEFAULT Courier Dovecot Postfix Postfix - Policyd-weight SpamAssassin SquirrelMail Roundcube Zimbra Only One-Click apps The following problems, as an example, are covered: Problems sending or receiving messages Service configuration to send messages from a web form installed on the same server Configuration of standard mail clients (ex: Microsoft Outlook, Thunderbird, etc.) 21

22 FTP Servers (Linux) DEFAULT ProFTPd The following problems, as an example, are covered: Connection issues Problems with privilege management 22

23 DNS Servers (Linux) DEFAULT Bind 9 23

24 Load balancer (cluster) (Linux) These solutions are only supported for clients with load-balancing (cluster) solutions. 24

25 Content Manager (CMS) (Linux) DEFAULT Wordpress Prestashop Gitlab Only One-Click apps Gogs Only One-Click apps owncloud Only One-Click apps 25

26 Other programs (Linux) DEFAULT ClamAV DRBD Fail2ban mod_evasive NFS SNMP Sympa OpenSSH Only supported by sources or by control panel. The following problems, as an example, are covered: Access to the command line by SSH Firewall settings (IPTables) or blocking of IP addresses using the hosts.deny file Domain names and DNS (A, CNAME, MX records, etc.) 26

27 7 Software Windows 27

28 Web Servers (Windows) DEFAULT IIS 6 IIS 7.X (latest version) IIS 8.X IIS - ASP Classic IIS - ASP.NET IIS - Asp IIS - AspPDF IIS - AspJpeg IIS - AspUpload IIS - AspEncrypt The following problems, as an example, are covered: Problems posting websites, access or transfer 28

29 Programming languages (scripts) (Windows) The following problems, as an example, are covered: Problems executing CGI scripts (not programming) Problems running ASP scripts (not programming) 29

30 Databases (Windows) DEFAULT MySQL MS SQL Server 2008 R2 Std. Edition MS SQL Server 2012 Express MS SQL Server 2012 Web Edition MS SQL Server 2012 Std. Edition MS SQL Server 2014 Express MS SQL Server 2014 Web Edition MS SQL Server 2014 Std. Edition MS SQL Clúster AlwaysOn Possibility of installing from supported sources. Possibility of upgrading to a higher version supported by the operating system. The following problems, as an example, are covered: Connection issues Privilege management 30

31 Monitoring and statistics (Windows) DEFAULT Opsview Agent 31

32 Mail (Windows) DEFAULT MailEnable Enterprise (v. 8.03) MailEnable Professional (v. 8.03) MailEnable Standard (v. 8.03) MailEnable Enterprise (older versions) MailEnable Professional (older versions) MailEnable Standard (older versions) MailEnable - MEWebMail Microsoft Exchange Server 2008 The following problems, as an example, are covered: Problems sending or receiving messages Configuration of standard mail clients (ex: Microsoft Outlook, Thunderbird, etc.) 32

33 FTP Servers (Windows) DEFAULT FileZilla Server Gene6 FTP Server WarFTP The following problems, as an example, are covered: Connection issues Problems with privilege management 33

34 DNS Servers (Windows) DEFAULT Bind 9 Microsoft DNS 34

35 Other programs (Windows) DEFAULT Remote Desktop SNMP Terminal Services Active Directory Microsoft Sharepoint Server 2008 The following problems, as an example, are covered: Problems executing scripts in Perl. (no programming) Domain names and DNS (A, CNAME, MX records, etc.) 35

36 8 Activities not supported 36

37 The following activities are not supported: Debug PHP, Perl, ASP, JSP and other programming problems Programming problems not related to server configuration Custom compilations of the Linux Kernel Update the operating system between versions (major) 37

38 SW Girona Data Center Rooms 1 and 2 SW Madrid Data Center Room 3 SW Building c/ Ponent, Fornells de la Selva Girona (Spain) GlobalSwitch Building c/ Yécora, Madrid Madrid (Spain) info@swhosting.com tlf fax madrid@swhosting.com tlf fax Contact your personal consultant If you have any questions about the tasks included in our Level 2 Support service, do not hesitate to contact your personal advisor or call us directly at our customer service number: Contact