Server Hosting Support Scope
Rossware offers a Server Hosting service to its clients, which allows them to host their applications and data on our servers. As a part of this service, Rossware provides support to ensure that Rossware based hosted applications and data are always up and running.
What is included
- Standard support for Rossware applications
- Initial setup of user accounts (includes assigning standard or admin roles)
- Local computer to Server troubleshooting (including RSS Key)
- Verifying correct implementation of security policies
- Server diagnostics/troubleshooting (high resource usage)
- Guidance for new server administrators with general tasks
- 24/7 support for Server uptime functionality
- Guidance for using the SD backup utility within the Server
The 24/7 support line we offer to our Server Hosted clients is intended to be utilized only for emergency issues involving functionality of your server (e.g. your server is down or unavailable). It is not for support involving applications running on your server, including ServiceDesk and affiliate utilities.
What is not included
- Creating or managing user accounts (password changes, deleting, etc.)
- Ensuring the functionality of non-Rossware applications (such as QuickBooks)
- Setting up local workstations with the Remote Desktop Program
- Troubleshooting local issues involving the Remote Desktop Program
- Basic server maintenance such as; periodic reboots, housekeeping (deleting old files), etc.
- Troubleshooting faults that exist within the local network, or between the local workstation and printers
When we first setup your server and when you first start using it, there is an expectation that we will take care of some elements of support that are outside the scope described here. For example, we will create user accounts, guide through setup, and teach how to accomplish these not-included tasks if necessary during the onboarding process.