Support with boundaries.
Real people and clear responsibilities. What RackHamsters manages, what you manage, and what needs a separate quote.
Unmanaged hosting by default
Unless an accepted order expressly includes a managed-services package, RackHamsters dedicated servers are provided as unmanaged infrastructure. This means your team is responsible for the operating system, applications, users, data, and security configuration on the server.
The precise management services, if any, are those listed in the accepted order. General support conversations do not add a managed-services commitment.
Infrastructure support
We help investigate credible issues concerning the physical server and network connectivity included in the customer’s order. Depending on the incident, we may coordinate diagnostics, facility work, hardware repair, or a reasonably appropriate replacement.
The technical remedy and schedule depend on available information, parts, and the applicable service agreement. No automatic hardware replacement deadline or fixed resolution time is created by this page.
Customer responsibilities
Except where a written management package expressly provides otherwise, customers are responsible for operating-system maintenance, application installation, account credentials, firewalls, security patching, licensing, web and database services, performance tuning, logging, monitoring, and compliance with our Acceptable Use Policy.
Customers should keep a current authorized contact, use strong authentication, and respond promptly to abuse and compromise reports.
Backups and restoration
Backups, snapshots, replication, restoration, and disaster recovery are not included unless specified in the accepted order. Maintain independent, tested backups of important data and configurations.
Physical hardware replacement and operating-system reinstallation can cause permanent loss of data. RackHamsters does not promise data recovery after failure, compromise, or termination.
Hardware incidents
If you suspect a fault, send your server identifier, symptoms, timestamps, and available diagnostics. We may ask for additional tests or information before determining the appropriate hardware action.
Where suitable, reasonably equivalent replacement components may be used. Data migration or application repair after replacement is not included unless separately agreed.
Network and DDoS assistance
Network problems can involve local configuration, filtering, transport networks, destinations, abuse mitigation, or external routing. Please provide useful evidence such as traceroutes, packet-loss results, timestamps, and affected IP addresses.
Filtering, rate limits, null routes, and isolation may be required to protect infrastructure. DDoS services, if ordered, have the limits stated in that order; no protection is guaranteed against every attack.
Migrations and custom administration
Migration work, custom system configuration, performance consulting, application administration, security cleanup, and data recovery may be available by separate agreement.
If we offer billable work, its scope and applicable charges will be quoted or accepted before it starts. We do not create an unstated hourly support fee here.
Making a support request
Use our Contact page or email [email protected] from an authorized account contact. Include a service identifier, the symptoms, relevant timestamps and time zone, recent configuration changes, and any logs that can be safely shared.
Do not send plain-text passwords, private keys, or complete payment-card details through ordinary email. We may verify authorization before making account or server changes.
Availability and maintenance
Planned or emergency maintenance may interrupt service. We will try to communicate planned significant interruptions when practical; urgent security and infrastructure events may require immediate action.
Guaranteed response, restoration, or uptime targets are available only where expressly stated in an accepted order or written SLA schedule.
Policy questions
The accepted order, Terms of Service, Service Level Agreement, Billing & Cancellation Policy, and Acceptable Use Policy describe the wider relationship. Ask us to document any desired managed coverage, response-time target, or special project before purchase.
For questions or scope confirmation, contact [email protected].