À la Carte Services

HostDime provides you the freedom to purchase services à la carte.

Sometimes you need additional, specialized assistance from our expert technicians. If you have a package that includes one of our Managed Services, many tasks are included at no additional charge.

The following items give a sense of the kinds of additional services we perform and the minimum time those tasks usually require. This list is by no means exhaustive, so if you don't see what you are looking for, please contact us and we'll put together a personalized quote for you.

Network security icon

For Managed Clients

Each management tier has a different level of tasks included. If your task is not covered by your managed plan, you can purchase solutions à la carte. The following shows the tasks and the minimum amount of administrative time they take to complete.

Smart hands service icon

Advanced Control Panel-Related Tasks

Task Minimum Admin Time
Creation, deletion, or modification of user accounts in a supported control panel. 30 minutes
Creation, deletion, or modification of service accounts like FTP, email, DNS, etc in a supported control panel. 30 minutes
Advanced investigation of supported firewall issues not causing admin user access problems. 30 minutes
Advanced assistance for issues with a supported control panel, but not explicitly covered by our Managed Services. 30 minutes
Extended SSL troubleshooting issues not covered by our Managed Services. 30 minutes
Expert hands service icon

Advanced Control Panel-Provided Troubleshooting

Task Minimum Admin Time
Email client troubleshooting not related to a supported server-side issue. 30 minutes
FTP client troubleshooting not related to a supported server-side issue. 30 minutes
Cron job troubleshooting not related to a supported server-side issue. 30 minutes
Advanced DNS troubleshooting unrelated to DNS service itself. 30 minutes
Advanced supported MySQL, MariaDB, MSSQL, and PostgreSQL database recovery. 1 hour
Eyes only service icon

Advanced Site Troubleshooting Tasks

Task Minimum Admin Time
WordPress and other third-party CMS and site software troubleshooting, diagnosing, and fixing issues. 30 minutes
Local site PHP/ASP.NET configuration to assist in website functionality. 30 minutes
Troubleshooting third-party service or software not provided by HostDime with your Managed Service. 1 hour
Non-service-related website error troubleshooting not related to things covered by our Managed Services. 1 hour
Remote hands service icon

Software Installation, Update and Upgrade Tasks

Task Minimum Admin Time
Minor update to custom third-party software not provided by HostDime with your Managed Service. 30 minutes
Installation of custom third-party software not provided by HostDime with your Managed Service. 1 hour
Major upgrade to custom third-party software not provided by HostDime with your Managed Service. 1 hour
Network security icon

For Self Managed Clients

If your product doesn't come with one of our Managed Services included, we will still be happy to help you. The following shows the tasks and the minimum amount of administrative time they take to complete.

Eyes only service icon

HostDime-Provided Control Panel and Web Services

Task Minimum Admin Time
Vendor-approved software update assistance Info iconIf there are issues updating any vendor-supplied software or services on a supported platform, we will help resolve them. 30 minutes
Email, FTP, Cron job service-level troubleshooting Info iconAny issues that arise with supported services themselves that are not caused by the client will be investigated by us. 30 minutes
DNS service-level troubleshooting Info iconAny issues that arise with supported services themselves that are not caused by the client will be investigated by us. 1 hour
General error troubleshooting Info iconErrors output by supported software will be investigated by us. 1 hour
Control panel/web service malfunctions Info iconErrors caused by the improper functioning of these supported services. 1 hour
Control panel software updates 2 hours
Remote hands service icon

HostDime-Provided LAMP Stack Support

Task Minimum Admin Time
Supported PHP extensions installation 30 minutes
PHP service-level directive configuration 30 minutes
LAMP stack service-level malfunctions Info iconWe will help resolve issues in supported Linux, Apache, MySQL/MariaDB and PHP services not caused by the client. 1 hour
Linux OS updates Info iconWe will help with OS updates as needed on supported Linux operating systems (this does not include OS upgrades). 1 hour
Linux OS diagnostics Info iconWe will help resolve issues with supported Linux operating systems where possible. 1 hour
Supported apache upgrades & updates Info iconWe will assist with updating or upgrading the provided apache web server to supported versions. 1 hour
Apache service-level diagnostics Info iconWe will investigate issues with supported versions of Apache itself not caused by the client. 1 hour
Supported database service-level basic configuration and diagnostics 1 hour
Supported PHP upgrades & updates 1 hour
Database corruption restoration Info iconWe will assist with restoring database data from existing backups to the supported database service. 2 hours
Supported database service-level updates and upgrades 2 hours
Smart hands service icon

HostDime-Provided WIMA Stack Support

Task Minimum Admin Time
Database service-level basic configuration 30 minutes
Supported PHP upgrades & updates 30 minutes
Supported PHP extensions installation 30 minutes
PHP service-level directive configuration 30 minutes
WIMA stack service-level malfunctions Info iconWe will help resolve issues in supported versions of Windows Server, IIS, MSSQL, ASP not caused by the client. 1 hour
Windows OS updates and diagnostics Info iconWe will help with supported Windows Server updates as needed (this does not include OS upgrades). 1 hour
Supported IIS upgrades and updates 1 hour
IIS service-level diagnostics Info iconWe will investigate issues with the provided and supported version of IIS itself not caused by the client. 1 hour
Supported database service-level updates 1 hour
Database service-level diagnostics 1 hour
Database corruption restoration 1 hour
Supported ASP.NET upgrades & updates 1 hour
Expert hands service icon

Backups and Restoration

Task Minimum Admin Time
Backup service-level malfunctions Info iconWe will investigate if the backup service included with your control panel fails. 30 minutes
Supported backup scheduling configuration Info iconWe will help you set up your control panel provided backup service on request. 30 minutes
Supported remote backup configuration Info iconWe will help you configure remote backups on request, if your control panel supports it. 30 minutes
Dedicated server/VPS/Cloud cPanel/Plesk account, file or database restoration Info iconWe will help with restoration if you provide a valid, properly configured backup. 1 hour
Network security icon

Abuse and Response Team A La Carte Services

HostDime's Abuse and Response Team's main concern is the protection of our customers and their servers, applications, and information. Often times, a client will want to resolve the issues themselves but don't know where to begin. These issues would be investigated and a report provided to the client. The remaining issues will then be subject to further administrative time to resolve as outlined below.

Eyes only service icon

Investigations

Task Minimum Admin Time
Provide Report on Issues Causing High Mail Queue, Bounce back error, or Blacklisting 30 minutes
Third Party Abuse Report Investigation 30 minutes
Investigation into Overload or Cause of Reboot 30 minutes
Compromise Cause Analysis 30 minutes
Log Analysis 30 minutes
Abusive User Identification Info iconWe will investigate which user appears to be contributing the most to issues noticed by you with supported services like CPU, mySQL, bandwidth, etc. 30 minutes
Additional Investigation Requests Info iconYou can make a request to the Abuse and Security team that seems like it would fit into the investigation category, yet does not have a specific service item listed for it.
You can also make a request to the Abuse and Security team that does not fit into any other category.
We reserve the right to deny any request that does not have a specific service item listed in the most current, publicly available, HostDime management tier specific documentation.
30 minutes
Remote hands service icon

Resolutions

Task Minimum Admin Time
RBL Removal Including Resolving Cause of Blacklisting 30 minutes
Compromised Account Cleanup and Securing 30 minutes
Network Attack Involving Custom Firewall Modifications 30 minutes
Vendor-approved software vulnerability patch assistance for supported services 30 minutes
High Level Compromise Cleanup 2 hours
Additional Resolution Requests Info iconYou can make a request to the Abuse and Security team that seems like it would fit into the resolution category, yet does not have a specific service item listed for it.
We reserve the right to deny any request that does not have a specific service item listed in the most current, publicly available, HostDime management tier specific documentation.
30 minutes
Eyes only service icon

Configurations

Task Minimum Admin Time
Server Scan or Adjustments for Recommended Security Settings 30 minutes
Altering Firewall Configurations (CSF) 30 minutes
Mail Filter Configuration Info iconWe will enable SPF records, DKIM records, and SpamAssassin. We will assist with creating custom spam score rules. 30 minutes
PCI Compliance Report: Review and Configuration Info iconWe will analyze a PCI compliance report provided to us via a ticket. We will use that data to change necessary configurations on the server only. We will provide information for a rebuttal to the PCI compliance certificate provider if necessary. If a PCI compliance check should fail after configurations have been set a recheck with any necessary additional configurations will be performed for free. An updated report will be necessary for the recheck.
We do not perform PCI compliance scans. We will not address PCI compliance issues that are not provided via an official report. PCI compliance Report : Review and Configuration are provided for free under the Fully Managed and Enterprise level tiers once per quarter of the year only. Multiple unique PCI compliance Report : Review and Configuration request for a server will require a deduction of administration time. Updated PCI scan reports from the original that include remaining failures provided within 24 hours of the original report will be treated as the same report.
2 hours
Additional Configuration Requests Info iconYou can make a request to the Abuse and Security team that seems like it would fit into the configuration category, yet does not have a specific service item listed for it.
We reserve the right to deny any request that does not have a specific service item listed in the most current, publicly available, HostDime management tier specific documentation.
30 minutes
Network security icon

Data Center Operations A La Carte Services

HostDime's Data Center Operations team is available to assist with data center infrastructure services, hardware services, and operating system services. The following list of services cover the most common requests for remote-hands assistance and should provide you with the minimum time needed to complete these types of tasks. Sometimes you may wish to perform some of these remote hands tasks on your own but do not have out-of-band access or the hardware required to complete them. In these cases we have flat rate On-Demand devices available, including KVMs, USB DVD-Rom drives, and SATA to USB adapters, in order to help you resolve issues remotely without using On-Demand hours.

Monitor service icon

On-Demand Devices

Task Pricing
On-Demand KVM Use Info iconUse of a single device KVM for remote console access $50 per day
On-Demand SATA to USB Adapter Use Info iconUse of a single device SATA to USB adapter and power supply to connect a SATA disk to a system via an available USB port $50 per day
On-Demand USB DVD-ROM Info iconUse of an external USB powered DVD-ROM drive for OS or software installation. Requires two(2) available USB2.0 or greater USB ports $50 per day
Remote hands service icon

Operating System Services

Task Minimum Admin Time
OS Installation or Reinstallation Info iconInstall Operating System using system defaults, our standard configuration, or valid custom configuration as specified 30 minutes
Initial OS Configuration Info icon
  • Install latest kernel from supported repository
  • Perform software updates via the OS update or package management system
  • Configure the boot loader for the latest kernel
30 minutes
Standard Layer3 Network Configuration Info iconConfigure a standard network interface with a valid IP allocation 30 minutes
Global Facility service icon

Server Hardware Services

Task Minimum Admin Time
Hot Swappable Drive Installation or Replacement Info icon
  • Remove hot-swap drive caddy from server
  • Mount new provided disk to hot-swap drive caddy
30 minutes
Internal Hardware Maintenance Info icon
  • Un-rack and move server to service room
  • Perform hardware maintenance such as upgrading or downgrading internal components, cleaning, reapplying thermal paste, or similar preventative hardware maintenance
1 hour
Hardware Diagnostics Info icon
  • Perform up to a 30 minute Burn In Test on CPU and Memory
  • Inspect motherboard for distended capacitors or physical damage
  • Test PSU
  • Remove CPU and inspect CPU socket for debris or physical damage
  • Remove add-on components, ensure system completes POST, and enters BIOS or UEFI
    • Save current configuration as User Preset if possible
  • Reseat all add-on components, memory, reinstall CPU and apply fresh thermal paste
2 hours
Smart hands service icon

Data Center Infrastructure Services

Task Minimum Admin Time
Server Racking or Un-Racking Info icon
  • Install or remove set of provided rails
  • Rack or un-rack a server
  • Connect or disconnect the provisioned cabling from server
30 minutes
Cabinet Audit Info icon
  • Provide a list of racked devices including the following:
    • Label of device or description if device is not labeled
    • Serial Number or Asset Tag of device if available
    • Power cable(s) ID label if available
    • Network port(s) and cable ID(s) label if available
1 hour
Cabinet Inventory Audit Info icon
  • Perform an inventory audit of loose parts
    • Provide a list of loose parts including serial number or other unique identification where possible
1 hour
Initial PDU Configuration Info icon
  • Reset PDU to factory defaults
  • Configure secure management credentials
  • Configure management IP
30 minutes
Initial PDU Installation Info icon
  • Install 0U PDU on button mounts or RU PDU in cabinet
  • Install provided power cables to PDU and cable manage them within the cabinet space
  • Label power cables on both ends with the PDU outlet ID
2 hours
PDU Replacement (swap) Info icon
  • Disconnect all power cables
  • Remove PDU from cabinet
  • Install new provided PDU in same location
  • Reconnect all existing power cables
30 minutes
In-Cabinet Network Cable Management Info icon
  • Install provided cable management
  • Install and manage provided network cables
    • Label network cables
2 hours
Complete Full Cabinet Prep Info icon
  • Install provided PDU(s)
    • Cable manage provided power cables
    • Label power cables
  • Install provided horizontal and/or vertical cable management
  • Rack provided access switch(s)
    • Connect provisioned uplink(s) as requested
  • Install and manage provided network cables
    • Label network cables
  • Pre-install rails for all remaining U space as requested
8 hours
Complete Half Cabinet Prep Info icon
  • Install provided PDU(s)
    • Cable manage provided power cables
    • Label power cables
  • Install provided horizontal and/or vertical cable management
  • Rack provided access switch(s)
    • Connect provisioned uplink(s) as requested
  • Install and manage provided network cables
    • Label network cables
  • Pre-install rails for all remaining U space as requested
6 hours
Complete Quarter Cabinet Prep Info icon
  • Install provided PDU(s)
    • Cable manage provided power cables
    • Label power cables
  • Install provided horizontal and/or vertical cable management
  • Rack provided access switch(s)
    • Connect provisioned uplink(s) as requested
  • Install and manage provided network cables
    • Label network cables
  • Pre-install rails for all remaining U space as requested
4 hours

We will be there with you as your needs grow. We gladly provide assistance with upgrading your service upon request. We will thoroughly review your existing package, factor your current and future requirements, and provide custom tailored options. Every client has different needs and we will always do our best to accommodate your needs.

For specific inquiries on configurations, installations, and hardware diagnosis, please don't hesitate to contact us for a quick response.

Close popup box