VPS at

The following will be covered

• What is the difference between managed and unmanaged VPS
• What 1st level needs to handle
• When to escalate to 2ndlevel
• Admin related stuff
• A very quick look at Plesk
• Question time

The difference between managed and unmanaged VPS

There are 2 kinds of VPS. Managed and unmanaged, it's very important to know the difference.

So lets look at them

Managed VPS

On a Managed VPS, we manage the server for the customer, kind of like how our shared hosting product works. We give you access to Plesk. And thats all.

You manage your websites and email via Plesk. And we make sure your server is updated. You have no access to the console of the server, and cannot install anything else.

Unmanaged VPS

On the unmanaged VPS product, you are in charge of everything, and we offer no help with anything other than billing related questions.

You have full access to the server console via SSH, and can install whatever you want.

What is expected from 1st level

What we expect from 1st level, is that you guys handle billing related questions.

When to escalate to 2ndlevel

For managed VPS

All customer questions that you are not able to fix yourself, except for billing questions, can be send to us in 2ndlevel. As these are managed VPS customers, we handle everything.

For managed VPS, please use the following macro in Zendesk

Escalation to 2nd level::Specialized::Managed VPS

For unmanaged VPS

You should only send these customers onwards to us, if its general vps questions. We offer no help with software, or other stuff.

If the question is can i install X thing on a VPS, the answer is 99.99999% of the time: Yes. So no need to send those on to us.

For unmanaged VPS, please use the following macro in Zendesk

Escalation to 2nd level::Specialized::Unmanaged VPS

Admin related stuff

Can i use the Force Activate button?

Yes! If you have verified the customer, please use that button to activate the customers VPS