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FAQ
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Frequently asked questions |
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Choosing a service package
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The first thing you need to decide when you decide to join IsSupport is which service
package is right for you. We offers three main types of service package:
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Managed Services : A complete service package, security and monitoring also including administration time for troubleshooting issues you may come across involving management of your server.
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Hourly Services : Hourly one-time support for customers who need assistance on a one-off basis rather than server management package. |
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Corporate Solutions : A Complete service package for companies they need support on AIX & HP platforms.
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Signing up
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| When you have chosen which package with Issupport is right for you then you will need to fill in our signup form with some details about your server. |
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Server IP : This is the main server IP of your server, If you do not know which your main server IP is please contact your datacenter for this information or contact Billing department.
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Admin Pass : This is the password for the user 'admin' on your server, by default many datacenters disable direct root login via SSH for security reasons and therefore we need to login as the user 'admin or superadmin' before using becoming the root user. |
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Root Pass : This is the root password for your server,to perform maintenance and upgrades as well as troubleshoot any problems on your machine. |
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Admin CP Pass : This is your administrator password for your chosen control panel (If you have Plesk or Cpanel) in order to access it. |
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Datacenter Provider : Your datacenter provider is the company who you have purchased/leased your server from, this could be IHsystem or theplanet for instance.
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D/C Members Username : This is your datacenter login username that we use to contact your datacenter should a problem arise with your hardware or if we need to reboot your server. |
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D/C Members Password : This is your datacenter login password that we use in conjunction with the above username to contact your datacenter should a problem arise with your hardware or if we need to reboot your server. |
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Control Panel Type : Your server may have come with control panel software. We support cPanel, Plesk. If you do not have any control panel software please enter 'NP' in this box.
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SSH on port 22 : The SSH daemon runs on port 22 by default, if you (Or someone else) have changed this please mention the same.
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SMTP on port 25 : If you are running a SMTP (Outgoing mailserver) server on port 25 on your server please select 'yes' for this option.
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Additional Ports to open : If you have any additional ports you would like opening in the firewall on your server please let us know the port numbers in this box and whether they are TCP or UDP.
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Server Hostname : In this box you will need to put a server hostname for your server on a domain that you own which you can add a A record to.
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DRAC Card Username : If you have a DRAC (Dell remote access card) or a serial console attached to your server please put the appropriate username for it in this box.
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DRAC Card Password : If you have a DRAC (Dell remote access card) or a serial console attached to your server please put the password corresponding to the above username for it in this box.
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Tickets
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Issupport is conducted mainly via our helpdesk so your first port of call when you have a problem should be the helpdesk.
Alternatively if there isn't a ticket already open under your account you will need to open one. You can do this by logging through your account. When you open a new ticket you will need to fill in some important information at the top of the ticket:
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Main Server IP : This is the main server IP of your server, If you do not know which your main server IP is please contact your datacenter for this information or contact Billing department.
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Admin Pass : This is the password for the user 'admin' on your server, by default many datacenters disable direct root login via SSH for security reasons and therefore we need to login as the user 'admin or superadmin' before using becoming the root user. |
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Root Pass : This is the root password for your server,to perform maintenance and upgrades as well as troubleshoot any problems on your machine. |
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Admin CP Pass : This is your administrator password for your chosen control panel (If you have Plesk or Cpanel) in order to access it.
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Please note if you do not fill out the above information accurately then we may not be able to work on your ticket until you have provided us with accurate information.
Please make sure you choose the appropriate department when opening your ticket, if you open a support ticket to sales/billing it is likely to be delayed while the ticket is redirected around the helpdesk.
Please make sure you choose the appropriate department when opening your ticket,
if you open a support ticket to sales/billing it is likely to be delayed while the
ticket is redirected around the helpdesk.
Please include any error messages and relevant information in your ticket to make sure we have all the appropriate information to troubleshoot your problem, tickets with more information/server usually are resolved quicker as we can spot any problems in the messages returned via the server.
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Service Monitoring
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| If included in your package we monitor your server both externally and internally 24/7 and will take action on your machine as soon we as our monitoring observes a problem. |
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Can I view resolved tickets?
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If you would like to review a resolved ticket you can access it by going to our Helpdesk and then clicking 'Tickets' in the menu below the logo and then clicking 'Resolved' just above the list of tickets.
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Do you support VPS's?
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IHsystem.com offers Linux VPS Hosting Plans powered by Virtuozzo. A Virtuozzo Virtual Private Server performs and executes exactly like a stand-alone dedicated server making it a perfect alternative to expensive dedicated servers. All our VPS plans are feature-rich, with superior control, power, and flexibility that businesses and power users desire.
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Do I need a RHEL subscription?
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| If you choose to run Red Hat Enterprise to keep your system secure and up to date you will need to purchase a Red Hat Enterprise subscription. This will need to be renewed every year. If you do not want to purchase a RHEL subscription you can choose to use CentOS or Fedora on your server.
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How long is hourly support valid?
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| Hourly support is on a per-incident basis, this means this one-time support is valid for one incident/ticket.
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What phone number can I call regarding my tickets?
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| The phone number to call for phone access to your tickets is +1-630-548-9999.
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How can I activate my service?
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After you have purchased a service package and recieved your username and password you will need to put a initial ticket to our helpdesk to instruct them how they can best help you. Please include all relevant details of what you would like setting up/etc. Please note if you do not activate your service package it will not be set up! Please note you will need to put in a ticket for each new service that you order.
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How do I login via SSH as root?
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To login via SSH you should first login as the 'ihsadmin' user and then type 'su -' to get to the superuser account.
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