Wowrack Support Tier Levels Definition

Tier 1 Support

Datacenter Support

• Equipment Rackmount Support
• Server Reboot
• KVM/IP Hookup
• Network Cabling

Hardware Support

• Server Operating System Install
• Hardware Troubleshooting
• Hardware Upgrade

System Administration

• Basic System Administration
• Bring up SSH for Unix
• Bring up RDP for Windows

Software Supported

• Windows Server
• Linux Based Operating System

Tier 2 Support

System Administration

• Server troubleshooting
• Web server, FTP Server, Database Server, Email Server
• DNS Administration

Software Supported

• Cpanel
• Helm
• Mail Enable Server
• Microsoft Windows Server 2003 Administration
• Microsoft Exchange Server
• Microsoft SQL Server
• Microsoft IIS Server
• Mysql Server

Network Appliance Supported

• Cisco Routers
• Cisco Switches
• Cisco Firewalls
• Netscreen Firewalls

Note: Software not listed on this list may not be supported or may need additional support fees.