"Standard Technical Support" includes handling queries from clients based on the issues below. Please note that Standard Technical Support does not include any system maintenance such as installing and upgrading software, or making configuration changes which affect more than a single website.

Supported Operating Systems

  • Linux (All flavours: Red Hat, CentOS, Debian etc)
  • FreeBSD
  • Most other Unix platforms
  • Windows

Supported Control Panels

  • cPanel
  • DirectAdmin
  • H-Sphere
  • Plesk
  • Ensim
  • Helm
  • Webmin/Virtualmin/Usermin
  • Other panels can only be supported through our Dedicated Support plan

Support Issues Covered

Website Publishing

  • Uploading and access problems
  • File system and file naming issues
  • File permissions and ownership
  • FrontPage publishing problems

Web Server

  • Virtual host configuration issues
  • Secure server (SSL) access and use
  • Server side includes (SSI)
  • Using .htaccess files to override default configuration
  • Log file interpretation
  • Understanding reports from common statistical programs
  • Supported software includes: Apache, Xitami, Zeus, mod_ssl, Apache-SSL and others


  • Mail sending and receiving problems
  • Interpreting mail logs
  • Autoresponders, aliases and redirects
  • Common mail software setup (e.g. Outlook)
  • Anti-spam and anti-virus measures
  • Mail blocking and filtering
  • SMTP authentication
  • Supported mail systems include: Sendmail, Qmail, Exim, Postfix, Procmail, Clam AV, MIMEDefang, SpamAssassin

Control Panels

  • Control panel access issues
  • Problems with using your control panel

Security and Passwords

  • Troubleshooting login problems
  • Resetting client passwords
  • Using an existing firewall to block IP addresses
  • Hosts.deny blocking
  • Using .htaccess/.htpasswd to password protect and block access to directories
  • Denial of Service (DoS) procedures
  • Account order screening
  • Interpreting log files

DNS and Domain Names

  • Zone file modification (for MX and A records etc)
  • Domain parking issues
  • Testing domain name resolution

FTP and Other Data Transfer Issues

  • Connecting to your server with FTP software
  • Troubleshooting FTP connection problems
  • Interpreting FTP transfer logs


  • Secure server (SSL) access and use
  • GPG key setup and basic encryption/decryption
  • Basic support for problems your customers have using your shopping cart software, if you provide appropriate FAQ/documentation
  • Advising customers how to accept credit card payments online

Microsoft FrontPage

  • Installation and re-installation of FrontPage server extensions
  • FrontPage publishing and access problems (server-side issues)
  • FrontPage extension corruption issues
  • FrontPage and .htaccess conflict issues

General Programming/Scripting Issues

  • CGI script execution problems
  • Execution problems for Perl, PHP, and ASP scripts (but not debugging)
  • Basic support for installing and using common CGI scripts - e.g. FormMail, Guestbook etc
  • Use of CGI wrapppers such as suExec and CGIWrap
  • Determining what features are supported - such as Perl modules, PHP features, system utilities etc

Database Issues

  • Connection problems
  • Privilege problems
  • Repairing corrupt tables

Linux and Unix

  • Shell access (SSH and Telnet)
  • User and group quota problems
  • File permissions and ownership (chmod and chown)
  • File/directory locations
  • Common commands and tools
  • Restarting Services (e.g. Web Server)

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If you are not completely satisfied when you hire a staff member on a month-to-month basis then you can cancel within the first 14 days and we will refund the unused proportion of your fees in full.

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