Technical assistance: how does it work?
Open an assistance ticket or contact us by phone to receive maximum support.
To contact Technical Support call the number +39 0444 321155 and press “1”.
Telephone technical assistance hours
To contact Technical Support call the number +39 0444 321155 and select key “1”.
Monday Friday
From 9:00 at 1:00
From 14:30 at 18:30
Saturday
From 9:00 at 1:00
From 14:30 at 18:30
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 / Plesk) |
SERVER (Cloud / VPS / Dedicated) |
|---|---|---|---|---|
| Control panel assistance | Support in using the control panel for the administration of services | Paid operation you have to request the quote |
||
| Control Panel Assistance Manager | Support in using the Manager control panel for service administration | |||
| Technical support via ticket | Opening tickets via the Manager 365/7 control panel | |||
| Telephone technical support | Telephone assistance provided during company opening hours | |||
| Electricity control | Check 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 server’s disks | |||
| Plesk Updates | Aggiornamento del pannello di controllo Odin Plesk sistema operativo a seguito della richiesta del cliente tramite ticket | Paid operation you have to request the quote |
||
| Mantenimento O.S | Aggiornamento del sistema operativo | Operazione a pagamento Richiedi preventivo |
||
| Accesso Root | Consegna delle credenziali di accesso al server | |||
| Riconfigurazione Server | Reinstallazione del software necessario | Operazione a pagamento Richiedi preventivo |
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| Reinstallazione Server | Formattazione del software necessario | Operazione a pagamento Richiedi preventivo |
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| Controllo e Analisi Log | Verifica dei log degli applicativi, su richiesta del cliente , per estrapolare dati specifici | € 40,00 + IVA l’ora | € 40,00 + IVA l’ora | |
| Cambio Indirizzo IP | Sostituzione dell’indirizzo IP associato al Servizio | € 59,00 + IVA | € 59,00 + IVA | |
| Service status monitoring | Demons response monitoring | |||
| Delist IP address | Removal of the IP from the blacklists following the customer’s report | € 19.00 + VAT | ||
| SSL installation | Installation of the SSL Certificate purchased on Shellrent | |||
| 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 server and installation SSL certificate provided by the customer | € 49.00 + VAT | € 49.00 + VAT | |
| Let’s Encrypt Certificate Installation | Let’s Encrypt certificate installation and configuration using Certbot | € 40.00 + VAT | ||
| Cloudflare sign up and setup | Cloudflare subscription (free plan) + installation and configuration on the customer’s domain | € 15.00 + VAT | € 15.00 + VAT | |
| Customer application assistance | Intervention of the technical operator in case of problems detected on the application side | € 50.00 + VAT per hour | € 50.00 + VAT per hour | |
| 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 customer’s application | € 29.00 + VAT | € 29.00 + VAT | |
| Backup Restore | Following the customer’s request via ticket, the complete restoration of the backup is carried out (if provided). The backup is restored but not supplied directly to the customer. | |||
| Partial Restore Backup | Extraction and restoration of some files from the backup (if provided) following the customer’s 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 | € 40.00 + VAT per hour | € 40.00 + VAT per hour | |
| Script and Automation | Processing and insertion of specific scripts commissioned by the customer | Operazione a pagamento Richiedi preventivo |
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| Mailbox configuration on client | Remote configuration of the mailbox on the customer’s mail client (Windows / Mac / Linux) | € 29.00 + VAT | € 29.00 + VAT |
- Applicazioni
- Servizi / Demoni
- Guest O.S.
- Server O.S.
- Server Hardware
- Network / Connettività
- Infrastruttura Datacenter
