Support Plans
We provide a wide range of support packages, depending on the offered level and kind of technical support. Just choose the one that best covers your business needs.
| Features | Managed Server | Sysadmin Basic | Sysadmin Pro | Sysadmin Premium | Business Critical | Business Critical Pro | Business Critical Instant |
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| Price | Included | $100 / month | $300 / month | $1,000 / month | $3,000 / month | $10,000 / month | $30,000 / month |
| Applies | Per Account | Per Service | Per Service | Per Service | Per Account | Per Account | Per Account |
| Guaranteed Response Time | Best Effort | Best Effort | Best Effort | 1 Hour | 30 min | 15 min | Instant |
| Engagement | Reactive | Reactive | Reactive | Reactive | Proactive | Proactive | Proactive |
| Top Class World Wide Data Center facilities footprint with high-availability cluster equipmentServer Restoration - Guaranteed Time - CPU failure: 5mins - RAM failure: 5 mins - DISK failure: 0 mins - Storage Controller failure: 0mins - Network: 0mins (The above restoration times are not applicable to Bare Metal Dedicated Servers) |
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| 100% Availability SLA for High-Availability Dedicated Servers & High-Availability Private Clouds 99.95% Availability SLA for Bare Metal Dedicated Servers |
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| 24x7x365 Technical Support Team on site |
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| Fully Managed Network Infrastructure |
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| Fully Managed Hardware (CPU,RAM,Storage) |
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| System Level Health Performance Monitoring & Graphing |
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| Advanced Monitoring | × | × |
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| Full cPanel Support (if applicable) | × | × |
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| 24x7x365 Telephone Support | × | × | × | × |
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| Proactive Performance Analysis | × | × | × | × |
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| Proactive Response & Restoration of Monitoring Events | × | × | × | × |
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| Disaster Recovery Planning | × | × | × | × | × |
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| Dedicated Account Manager & Billing Support Professional | × | × | × | × | × |
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| Dedicated Rack | × | × | × | × | × | × |
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| Dedicated Cage | × | × | × | × | × | × |
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| Dedicated Account 24/7/365 Technical Support Team | × | × | × | × | × | × |
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| Dedicated Telephone Number Answered on the spot | × | × | × | × | × | × |
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| SYSADMIN SERVICES |
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| Initial Sysadmin Package - Installation of Base Operating System - Server Migration - cPanel installation (if applicable) |
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| Initial On-Boarding, Architecture & Design Session | × | × | × | × | × |
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| Full Sysadmin Support - Web Server Support -FTP Server Support - Mail Server Support -Database Server Support - Domain Server Support | × |
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| Software Installation | × |
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| SECURITY SERVICES | |||||||
| Basic Security Package - Operating System Updates & Patches -Security Check Frequency | × | Monthly | Monthly | Weekly | Daily | 3x Daily | 6x Daily |
| Pro Security Package - 2-level Security (Firewall, Malware Elimination) - Instant kernel security updates | × | × |
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| Premium Security Package - 4-level (Firewall,Intrusion Detection & Prevention, Malware Elimination, WAF) & Alerts - Security Audit & Report, Server Hardening & Malware CleanUp - Zero-Day Security Patches | × | × | × | × | 30 mins response | 15 mins response | Instant response |
| Basic DDoS 1500 Gbps Security Package - 1500 Gbps for High-Availability Dedicated Servers & High-Availability Private Clouds - 500 Gbps for Bare Metal Dedicated Servers |
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| Premium DDoS 4500 Gbps Security Package | × | × | $3000 / Month | $3000 / Month | $3000 / Month |
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| PHYSICAL SECURITY SERVICES | |||||||
| Physical Security Alerts & Features - Dedicated Rack - Temperature Sensors - Humidity Sensors - Vibration Sensors - Power Stability Monitoring - Access Control Sensors | × | × | × | × | × |
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| Advanced Physical Security Alerts & Features - Dedicated Cage -24hour live feed Camera - Temperature Sensors - Humidity Sensors -Vibration Sensors - Power Stability Monitoring - Access Control Sensors | × | × | × | × | × | × |
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| Personalized Backup Plan | × | × |
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| DEV SUPPORT SERVICES | |||||||
| Development Services | × | × |
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FAQ
What Redundancy Level do you use?Do you commit to any Service Level Agreement?What is your Technical Support Model?What is the extent of your SLA?Do you offer Managed Hardware Service?Can I monitor performance of used services?Can I have access to Advanced monitoring?Do you offer cPanel Support?Do you offer Telephone Support?Do you offer Proactive Performance Reports?Proactive Response & Restoration of monitoring eventsCan you prepare disaster recovery plans?Can we have a dedicated Account Manager?We need dedicated rack space, can MassiveGRID offer this?We need dedicated cage space, can MassiveGRID offer this?We need a dedicated account Support Team.Dedicated telephone number answered on the spot.Do you offer free server Migration?Describe the initial on-boarding process.Do you offer full SysAdmin Support?What about Software installation?What is included in the Basic Security Package?What is included in the Pro Security Package?What is included in the Premium Security Package?Do you offer free DDoS protection?What is included in the Premium DDoS protection Package?What about Physical Security?Advanced Physical Security Alerts & FeaturesPersonalized Back-Up PlanDevelopment services
What Redundancy Level do you use?
MassiveGRID’s equipment is hosted only on Top Class Data Center Facilities around the globe. MassiveGRID’s High-Availability Clustering architecture with at least N+1 Redundancy on all Network, Hardware & Power elements offers a leading class reliable service, distinguishing us from Competition.