Technical assistance: how does it work?
Open a support ticket or contact us by phone for maximum support.
To contact Technical Support call the number +39 0444 321155 and select the “1” key.
Telephone technical assistance hours
To contact Technical Support, call +39 0444 321155 and select key “1”.
Monday - Friday
From 9:00 to 18:30 (CET)
Saturday
From 9:00 to 13:00 (CET)
From 14:30 to 18:30 (CET)
Services area
Web Hosting
Cloud Server
Dedicated Servers
Applications
Services / Demons
Guest O.S.
Server O.S.
Server Hardware
Network / Connectivity
Infrastructure / Datacenter
Services area
Applications
Web Hosting
Cloud Server
Dedicated Servers
Services area
Services / Demons
Web Hosting
Cloud Server
Dedicated Servers
Services area
Guest O.S.
Web Hosting
Cloud Server
Dedicated Servers
Services area
Server O.S.
Web Hosting
Cloud Server
Dedicated Servers
Services area
Server Hardware
Web Hosting
Cloud Server
Dedicated Servers
Services area
Network / Connectivity
Web Hosting
Cloud Server
Dedicated Servers
Services area
Infrastructure / Datacenter
Web Hosting
Cloud Server
Dedicated Servers
Levels of assistance
Our Technical Support covers different levels of assistance based on the service chosen: the goal is to provide you with maximum support to meet your needs.
See the table below for more details.
What our assistance includes
The table summarizes the various interventions that our team of technicians carries out.
Each type of intervention is marked with a different color that indicates its category.
Category
Service
Description
Shared Hosting (Linux/Windows)
Server (Cloud/VPS/Dedicated)
Control panel assistance
Support in the use of the control panel for the administration of services
Paid operation
Control Panel Assistance Manager
Support in the use of the Manager control panel for the administration of services
Technical support via ticket
Opening tickets via the Manager 365/7 control panel
Telephone technical support
Telephone assistance provided during the opening hours of the company
Electricity control
Checking the continuity of electricity supply in the Datacenter
Ordinary and extraordinary maintenance Datacenter
Guarantee of optimal conditions for the operation of the Datacenter (controlled air conditioning system, supervised access to the Datacenter, etc.)
Server reachability check (connectivity)
Monitoring of the ping response of the server and consequent restart in case of block
Hardware health check
Check the status of the servers disks
In the case of VPS / Cloud servers, Shellrent is responsible for the virtualization system and the hardware that supports it.
Plesk update
Update of the Odin Plesk operating system control panel following the customers request via ticket
Paid operation
Root Access
Delivery of login credentials to the server
Gli accessi SSH vengono forniti solo per determinate configurazioni di server.
Log Control and Analysis
Verification of application logs, upon customer request, to extrapolate specific data
€ 45,00 + VAT /hour
€ 45,00 + VAT /hour
IP address change
Replacement of the IP address associated with the Service
€ 59,00 + VAT
€ 59,00 + VAT
Service status monitoring
Demons response monitoring
Delist IP address
Elimination of the IP from the blacklists following the customers report
€ 19,00 + VAT
SSL installation
Installation of the SSL Certificate purchased on Shellrent
Installation on the most common daemons (Apache, Nginx, Dovecot) at a cost of € 19.00 + VAT.
Third-party vendor SSL installation
Installation of the SSL Certificate provided by the customer
€ 49,00 + VAT
€ 49,00 + VAT
CSR Generation + SSL Installation
CSR generation on the server and installation of the SSL certificate provided by the customer
€ 49,00 + VAT
Let’s Encrypt Certified Installation
Installation and configuration of the Let’s Encrypt certificate through Certbot
€ 45,00 + VAT
Cloudflare sign up and setup
Cloudflare subscription (free plan) + installation and configuration on the customer domain
€ 15,00 + VAT
€ 15,00 + VAT
Customer application assistance
Intervention by the technical operator in case of problems detected on the application side
Consult the service
Paid operation
CMS installation (autoinstall)
Installation of a CMS application managed by the self-installation utility
€ 19,00 + VAT
CMS installation
Installation of a custom CMS or a specific version
€ 19,00 + VAT
€ 19,00 + VAT
Application Password Recovery
Password recovery of the customers application
€ 29,00 + VAT
€ 29,00 + VAT
Backup Restore
Following the customers request via ticket, the complete restoration of the backup is carried out (if provided). The backup is restored but not provided directly to the customer.
Partial Restore Backup
Extraction and restoration of some files from the backup (if provided) following the customers request via ticket
€ 29,00 + VAT
€ 49,00 + VAT
Malware removal application
Antivirus scan, removal of infected files from the website with possible update of the cms
€ 34,00 + VAT
€ 45,00 + VAT /hour
Scripts and Automation
Processing and insertion of specific scripts commissioned by the customer
Paid operation
Mailbox configuration on client
Remote configuration of the email inbox on the customer's email client (Windows/Mac/Linux)
€ 29,00 + VAT /mailbox
€ 29,00 + VAT /mailbox
Applications
Services / Demons
Guest O.S.
Server O.S.
Server Hardware
Network / Connectivity
Datacenter Infrastructure
Plus assistance: immediate response to your needs
It allows you to be followed by our experts in a privileged way, thanks to this package you will have at your disposal a technician who will support you in the use of our Services.
System consultancy
Trust our experts to optimize your IT infrastructures, improving the efficiency, security and operational continuity of your business.
