Scope of Support

Available Operating Systems (32-bit & 64-bit Options):

  • Windows 2008/2008 R2 Standard, Enterprise and Data Center Edition
  • Windows 2012 Standard and Data Center Edition
  • Windows 2012 R2 Standard and Data Center Edition
  • CentOS 5.X/6.X Enterprise Linux
  • RedHat Enterprise Standard and Advanced Editions

Covered Databases (32-bit & 64-bit Options):

  • MS SQL 2008/2012 Web
  • MS SQL 2008/2012 Standard
  • MS SQL 2008/2012 Enterprise
  • MySQL 4.x/5.x
  • PostgreSQL 8.x/9.x

Covered Control Panels:

  • Plesk 11.x Linux
  • Plesk 11.x Windows
  • cPanel 11.x

Miscellaneous Support:

  • Walk-through of a single server for new customers
  • Troubleshoot and advise on server operation
  • Upon request, troubleshoot issues relating to server network connectivity, hardware repair/replacement, software and operating system
  • Web, FTP, DNS, and Mail troubleshooting service-specific support
  • Cron job/scheduled task set up: Create or modify existing CronJobs or Scheduled Tasks
  • Perform a complete server-side scan on a quaterly basis, including in-depth registry sweep, intrusion detection, root kit detection, warez detection, folder volume checks, user and permissions audit, and patch update level determination
  • A 30-minute security consultation from an Atlantic.Net system administrator for each assessment
  • OS re-provision: We will reinstall your server’s OS in the event an operating system becomes irreparable.
  • OS system service pack/hot fix installation and update: Apply and configure all known and certified updates/hot fixes available for a specific operating system at time of request or on an automated basis
  • Set up or change file permissions
  • Software install/uninstall:Provide software installation and removal
  • Database export: Schedule database exports
  • Log file rotation: Rotate log files to prevent them from getting too large and affecting your server performance

DNS Support:

  • Assist with importing DNS information to the Atlantic.Net DNS servers
  • Perform bulk DNS changes on the Atlantic.Net DNS servers and help facilitate DNS migrations
  • Assist with advanced DNS configurations, like domain keys and SPF records, on Atlantic.Net DNS Servers.
  • Assist with troubleshooting problem DNS records on Atlantic.Net DNS servers

IIS (Internet Information System) Support:

  • Install, patch, and configure IIS
  • Install relevant web extensions, such as PHP, ASP, .Net
  • Import a copy of your DNS zone file from a previous configuration
  • Walk through set up of up to 5 of your initial web and FTP sites in IIS*
  • Assist in setting up virtual directories
  • Assist with all IIS settings, including website setup, web extensions, and execute permissions on the site
  • Assist in configuring up to 5 app pools
  • Edit IIS Virtual SMTP Service to allow your website to relay mail through the server
  • Configure SMTP service in IIS to allow you to email forms through a web page
  • Assist with setting up individual FTP Site TCP/IP address access restrictions
  • Troubleshoot your IIS configuration
  • Interpret error messages to identify root cause of failure
  • Troubleshoot connectivity to an application (such as SQL Server)
  • Troubleshoot permissions and file issues, such as modifying the execute permissions to allow scripts to run
  • Help evaluate and interpret customer log files and assist in diagnosing client side error messages

Apache Support:

  • Install, patch, and configure Apache
  • Install relevant modules such as mod_php
  • Walk through set up of up to 5 of your initial web and FTP sites*
  • Walk through set up of up to 5 domain redirects*
  • Perform basic Apache optimizations such as refining the max clients/connections and keep alives
  • Assist in configuring custom logging
  • Enable Apache Authentication
  • Troubleshoot connectivity to an application (such as mySQL server)
  • Troubleshoot Apache failing to start
  • Interpret error messages to identify root cause of failure
  • Assist with setting up individual FTP Site TCP/IP address access restrictions
  • Configure basic iptables rules to block unused ports
  • Interpret error messages to identify root cause of failure
  • Troubleshoot permissions and file issues such as modifying the execute permissions to allow scripts to run
  • Help evaluate and interpret customer log files and assist in diagnosing client side error messages.

PERL/PHP Support:

  • Install, patch, and upgrade PERL/PHP
  • Assist in configuring Apache and MySQL settings to work efficiently with your PERL/PHP environment
  • Troubleshoot functionality of PERL/PHP environment
  • Install relevant modules
  • Help resolve connectivity issues with MySQL databases
  • Adjust script execution time limits and amount of memory allowed

MySQL/MS SQL/PostgreSQL Support:

  • Install, patch, and configure database software
  • Walk through set up of up to 5 of your initial databases and database users*
  • Assist in configuring database and user permissions

Plesk Control Panel Support:

  • Install/upgrade Plesk
  • Walk through set up of up to 5 domains and email accounts through the Plesk Interface
  • Assist with installing applications from the Application Vault
  • Assist with the setup of SpamAssasin rules and verify that mail is processed correctly
    Microsoft Exchange 2010 and later versions (only applicable if customer has purchased Exchange)**
  • Add or update email accounts
  • MX record management
  • Management of secure connectivity via SSL integration
  • Active Directory management (create/modify AD accounts and distribution groups)
  • Outlook (2007 version and later) configuration assistance
  • Outlook web access management and configuration
  • Outlook mobile access configuration via active-sync for windows mobile and iPhone devices (not Blackberry)
  • Information store management
  • Global catalog management
  • SMTP management
  • Mail store management
  • Mail forwarding management
  • Account alias management
  • Shared calendar configuration
  • Resource scheduling management
  • Public folder management
  • LCS & Share Point integration management
  • Anti-virus and spam filter management
  • Query-based distribution group management
  • Configuration of user or distribution list journaling
  • Management of IP based block/allow lists
  • Management of security-related policy settings for mobile clients
  • Mobile client direct push management

Qmail Support (Linux):

  • Install and apply Atlantic.Net approved patch updates
  • Install and configure qmail, qmailadmin panel, and squirrelmail webmail interface
  • Configure all initial user accounts (up to two hours included)
  • Assist with the configuration of domains and email accounts
  • Enable RBLs (Realtime Blackhole List)
  • Set up catch-all addresses, redirections, and aliases
  • Increase or decrease mailbox size
  • Troubleshoot mail delivery and mail queue issues

MailEnable Mail Support (Windows):

  • Install and configure MailEnable Mail Software
  • Install and apply Atlantic.Net-approved patch updates to MailEnable
  • Configure all initial user accounts (up to two hours included)
  • Assist with the configuration of domains and email accounts
  • Enable RBLs (Realtime Blackhole List)
  • Set up catch-all addresses, redirections, and aliases
  • Increase or decrease mailbox size
  • Troubleshoot mail delivery and mail queue issues

Manage Backup Support: (Optional service must be purchased)

  • Set up, configure, maintain, and troubleshoot your Atlantic.Net data backups
  • Provide guidance for dumping files for backups when an agent is not available or used
  • Perform data restores and configuration changes to Atlantic.Net data backups as requested

SSL (Secure Socket Layer) Certificate Support:

  • Generate an appropriate private key and CSR
  • Install the key and certificate into the web server (IIS or Apache) and assign to the appropriate website
  • Store a PFX copy off-server to ensure private key information is backed up
  • Assist with moving certificates and private keys to another Atlantic.Net server
  • Verify web server will accept HTTPS connections and identify root cause if it does not

VPN Configuration Support (applicable to customers with Atlantic.Net Firewalls):

  • Configure VPN on your managed firewall to your specifications
  • Assistance with VPN client setup instructions*
  • Configure access lists to ensure a secured environment
  • Modify configuration settings as requested

Unsupported Items:

Due to the following falling outside of Atlantic.Net’s control, we do not provide support for:

  • Domain Name propagation
  • Non-Atlantic.Net routing issues
  • Non-Atlantic.Net DNS server issues
  • Third-party e-mail client configuration and use
  • Third-party FTP client configuration and use
  • HTML editors
  • Scripting/programming
  • Issues that cannot be recreated by Atlantic.Net
  • Plesk Add-ons
  • Non-Atlantic.Net ISP connectivity
  • SMTP mail relay blocking by ISP
  • Data backup and restoration, unless purchased from Atlantic.Net
  • Site administration and content generation
  • Database administration or content generation or both, except as specified above
  • Third-party modules, services or applications except as specified above

*Items noted with the asterisk character include up to a combined two hours of free support.
*Scope of support and items included are subject to change at Atlantic.Net’s discretion