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Support
 

Systems Support Services:

Systems Support Services are provided in limited areas are usually restricted to those customers who also have Web Hosting, Mail Hosting or other Internet Related Services.

Systems Support is available for Corkscrew hosted services. In some instances Systems Support may be available where Remote Internet Access is available and reliable. In some locations support may be fulfilled by an affiliate company.

Systems Support Services
1.  Definitions
SYST00 Def1
Systems Support Services - General Definition
System Support Services covers  the  Software environment which makes up the total  IT systems of a customer. Typically this will involve the Operating Systems of Computers which make up the IT complex of the site. 

SYST01 Def2

Systems Support Services - Requirements
Systems Support Services will require remote access, so a permanent Internet connection is required before any service can be performed.

SYST02 Def2
Systems Support Services - Software
Systems Support Services requires that all Software be Licensed.
 
SYST03 Def3

Systems Service - Services - License
Systems Support Services will NOT be available for Systems which are not fully licensed. 

SYST04 Def4

Systems Service - Services - Out Of Scope
Systems Support Services which are a result of, or are caused by, the use of unlicensed Software will have additional billing.

SYST05 Def5

Systems Service - Services - Scope
Systems Support Services are available only for Windows Server 2008, Windows 7+.  Support is not provided for older Windows systems.

SYST06 Def6

Systems Service - Services - Applications
Systems Support Services are available only for all current Microsoft Applications including SQL Server, and Office 2013. Support is not provided for older Microsoft Applications.

SYST07 Def7

Systems Service - Services - Not Supported.
Systems Support Services are not available for non-Microsoft Operating Systems. Support for non-Microsoft Applications is available for selected products.

Systems Support Services.
2. Available Systems Support Services Options



SYST11 RM
Systems Support Services - Remote Monitoring
Systems Support Services - Remote Monitoring of Systems Operations.
Includes: Events Logs, Defender, Log Files, Fragmentation and more. Problems are researched and corrected.
2hours per month or 8 support tickets [minimum 15 minutes/ticket].
US$10/Mo
SYST18 ME
Systems Support Services - Mail System
Systems Support Services - Mail System
Includes: Monitoring and Management of Local Mail Services.
Requires Software Support Tools [Mail Enable]
2hours per month or 8 support tickets [minimum 15 minutes/ticket].
US$10/Mo



Hardware Support Services:

Hardware Support Services are no longer offered to new customers effective 1 Jan 2014.

Hardware Support Services are provided in limited areas, usually restricted to those existing customers who also have Web Hosting, Mail Hosting or other Internet Related Services.

Hardware Support Services

1.  Definitions

HW00 Def1

Hardware Service General Definition

Hardware Support Service covers  Computer Equipment, Peripherals, Cabling, UPS, Scanners and similar related equipment which generally makeup a customers computer installation.


HW01 Def2

Hardware Service - Computers

Computers will generally be defined as the boxes, racks or packages which contain the central processing unit[s], memory, controllers, storage devices, power supplies which function as a single unit.


HW02 Def2

Hardware Service - Peripherals

Peripherals will generally be defined as the units which are in some way attached or connected, either physically or logically, to the Computers. Devices may include Monitors [both CRT and LCD], Keyboards, Mice, Scanners, Printers, WebCams, UPS, Sound Systems etc.

 

HW03 Def3

Hardware Service - Network Devices

Network Devices will generally include items such as Routers, Modems, Cabling Systems, Racks, Patch Panels etc used to physically or wirelessly connect computer systems. Support stops at the provided WAN Cable connection.


HW04 Def4

Hardware Service - Excluded Items

Non-commercial products are excluded from Hardware Support Services, unless otherwise specifically identified. Products which do not fall within the scope of production items MAY be covered following a certification inspection.


Hardware Support Services.

2. Hardware Support Options

HW11 CT

Hardware Support  - Basic Services

Hardware Support Services are provided on an Hourly basis. The standard unit of service is 1 hours per month or 4 support tickets [minimum 15 minutes/ticket].

US$50/Hr

Out-of-Scope Support Services:

In addition to providing Web Hosting, Mail hosting and AutoResponder Hosting services, customers sometimes request additional support which is beyond the scope of standard support. These Out-Of-Scope requests can be covered by a variety of plans as stated in this Support Services section.

The Out-Of-Scope Support Services are NOT on-site support services, but to provide remote support for incidents..

 
Out-Of-Scope Services
1.  Definitions
SUP00 Def1
Out of Scope Service General Definition
Out-Of-Scope  work covers problem resolution of indicents beyond the control of Customers or Corkscrew and usually indicates an issue which is not located  within the premises or jurisdiction of either party.

SUP01 Mail1

Out of Scope Service - Mail Systems
Out-Of-Scope Mail Support.
Resolution of problems of recipient customers not managed by Corkscrew

SUP02 Mail2
Out of Scope Service - Mail DNS
Out-Of-Scope Mail Support.
Resolution of problems of recipient domains related to DNS, PTR, Validation, SPAM Block etc.
 
SUP03 SW
Out of Scope Service - SW Infrastructure
Out-Of-Scope Software Infrastructure Support.
Includes issues related to Software Licensing, Infrastructure and related issues.

SUP04 Web
Out of Scope Service - Web Related
Out-Of-Scope Web Support.
Includes issues related to security breach by Customer, other controllable security issues.

Out-Of-Scope Services.
2. Support Options



SUP11 CT
Out of Scope  - Contract
Out-Of-Scope Support for Contract Customers.
Customer must have an existing WEBxx or MAILxx contract.
US$50/Hr
SUP12 NonCT
Out of Scope  - Non-Contract
Out-Of-Scope Support for Non-Contract Customers.
Customer do not have an existing WEBxx or MAILxx contract.
US$90/Hr