Services FAQ

What is Server monitoring and Administration?
Server monitoring is monitoring your server's performance, traffic, disk space, services running and much more. Server administration involves backup and restore, installation of software and scripts, resolving a problem, bug trapping, restarting services if any of them goes down and much more. You can get server administration support for as low as 1 hour per day to 24 hours a day.

What do I gain from Vendor Management?
The vendor management from netnukes envelops the entire IT product requirement, including hardware solutions, for an organization. The best practices in managing vendors for Software & Hardware products are offered. Services also extend to the key areas of hardware & software selection, which will enable our valuable clients to get equipped with the best that the industry offers.

What does the support contracts cover?
We provide support on anything that you would expect to see on a typical network. Specific areas that we cover include servers, workstations, operating systems and applications, printers, routers, switches, hubs, network infrastructure, Internet connections, firewalls… basically if anything goes wrong on your network, we would be your first point of contact

How does NetNukes respond to problems?
We set up remote links to all of our customers’ sites, either using through a VPN or using ISDN. This allows us to take control of servers and other critical network components within seconds, so that we can respond to problems immediately.

What are the plans available for Customer Technical Support?
We have Per Ticket, Per Domain and Per Server Plans, which you can use for 24 hours, 12 hours or 8 hours of your choice. Before choosing a plan, we kindly advise you to go through each plan in detail and the services covered under them.

If customer posts a ticket that involves server administration, how does NetNukes handle the ticket?
If you have subscribed for Customer Technical Support plan and if you posts a ticket that involves Server administration, we will intimate you on the problem and upon your consent, we will work towards resolving the issue. During situations of emergency, we will inform the NOC provided we are given the access and rights. The Server administration tasks will be done at an additional cost.

What are the plans available for Server administration and what are the issues handled under Server Administration plans?
We offer monthly and Hourly plans for Server Administration. The issues handled are as follows: Linux support: Performance tuning of Linux servers, Automated tasks (Cronjob), Network/Bandwidth monitoring (MRTG), Software installation, Server monitoring (Uptime/downtime), Manual Backup/Restore of server and websites, Administration of MySQL database server, Setting up of Apache with SSL support, Setting up Mail server (Send mail, Qmail, Exim, PostFix), Setting up DNS, Installation and Configuration of various log file analyzers (AwStats, Webalizer), Implementing Firewalls using IPCHAINS and IPTABLES and many more. Windows 2000 Support: Configuring and trouble shooting IIS, Configuring and trouble shooting Exchange Server, Configuring and trouble shooting Windows Proxy 2.0 and Internet Security and Acceleration Server, Remote installation of software. Configuring DNS, DHCP Servers, Managing Users, Backup/Restore using 3rd party tools Configuring and Installing MySQL.

Do I get free live chat support?
One of the interesting things about our Service is free live chat support for server administration. In this way you can converse with our technical team online and get immediate response from our support engineers.

What is the response time and resolution time for my / my customers' queries to NetNukes?
For Customer Technical Support (that includes email or ticket system only), the average response time is 30 minutes and average resolution time is 5 hours. For Server Administration, response is immediate via online live chat and resolution depends on the complexity of the issue.

Does NetNukes provide Telephone Support?
NetNukes has included its VOIP based Phone Support Services as a part of its Support Service offering. If you are a company looking for Phone Support - Technical support, then we can give you the most affordable and best solution possible.