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

New York, NY

100 Delawanna Ave, Building 1

Clifton, NJ 07014

United States

San Francisco, CA

2820 Northwestern Pkwy,

Santa Clara, CA 95051

United States

Dallas, TX

2323 Bryan Street,

Dallas, Texas 75201

United States

Orlando, FL

2201 Lucien Way, Suite 401

Maitland, FL 32751

United States

London, UK

14 Liverpool Road, Slough,

Berkshire SL1 4QZ

United Kingdom

Toronto, Canada

20 Pullman Ct, Scarborough,

Ontario M1X 1E4

Canada