Support Plans

MassiveGRID’s equipment is hosted only on Top Class Data Center Facilities around the globe. MassiveGRID’s High-Availability Clustering architecture with at least N+1 Redundancy on all Network, Hardware & Power elements offers a leading class reliable service, distinguishing us from Competition.

Our experienced engineers are on-site 24x7x365 to protect your business and guarantee business continuity. According to your support package, we offer different levels of response time. Our online Ticket Support Portal is the means of initially communicating with us and describing your problem. A unique number will be appointed to your ticket and through this number, all correspondence shall take place, until the problem has been resolved.

MassiveGRID is responsible for the network equipment under our own possession & control. MassiveGRID cannot control Public Internet. In any case, we will provide support and resolution of any network, connectivity & performance-related issue that resides within our own infrastructure.

This security package offers 2-level security protection (firewall protection, malware protection) as well as associated alerts to the customers having this service. Kernel security updates are also included with this service. All kernel security updates shall be installed within 24 hours of publishing with no service downtime.

This premium security package offers state-of-the-art 4-level security protection against most types of attacks (firewall protection, intrusion detection protection, malware protection, web application firewall protection) as well as associated alerts to the customers having this service. On top of that, all eligible customers shall benefit from zero-day security patches updates. In addition, MassiveGRID shall perform a periodic security audit to help ensure that customers’ service is protected from external threats, and upon completion, we shall provide a report detailing any suggestions for better security protection. Periodically, MassiveGRID shall perform a server hardening, based on the security audit report’s results and remove identified malware on the impacted customer’s server. This service is offered only to Business-Critical Support Packages.

Massive Grid provides increased security against attacks through its 4.5Tbps DDoS offering, by predicting and detecting malicious attacks, alerting customers, and quickly re-routing traffic to defend their critical data infrastructures. This service in conjunction with the advanced security service offers the most complete security package Massive Grid can offer. This service is offered as an add-on service for SysAdmin Pro, Premium & & Business Critical Support Packages and is included in Business-Critical Pro & Business Critical Instant Packages.

Customers of all eligible support packages shall benefit from critical operating system updates and patches, in order for their equipment to be up-to-date. The security check frequency depends on the support package.

Upon customer’s request, MassiveGRID’s technical support team shall install any well-documented software. This is offered to all support packages except the Fully Managed package. The installation shall be completed by the latest the next business day, the end of business (GMT time).

MassiveGRID offers free-of-charge Infrastructure Upgrades, from shared rack to dedicated rack space to any Infrastructure Package customer who chooses the Business Critical Pro Support Package. A dedicated rack offers increased physical security and a reduced risk of failures since rack resources are only available to one customer. Massive Grid offers to these customers the possibility to monitor the security and the conditions of their rack.

For Infrastructure customers who choose the Business Critical Pro Support Package, MassiveGRID offers a free-of-charge infrastructure upgrade, from shared rack space to dedicated rack space with all the associated benefits of dedicated rack infrastructure.

For Infrastructure customers who choose the Business Critical Instant Support Package, MassiveGRID offers a free-of-charge infrastructure upgrade, from shared rack space to dedicated cage space with all the associated additional benefits of dedicated cage infrastructure.

Business Critical Instant Support Package customers have a dedicated technical support team 24x7x365 who only supports this specific customer’s operations & infrastructure. Dedicated monitor screens are available to this dedicated team, in order to monitor all essential alerts and events and guarantee business continuity.

MassiveGRID technical support team shall proactively restore any monitoring alerts or events that take place during 24x7x365 support, even before a customer identifies a problem and opens a ticket. Upon restoration of any proactive monitoring alert or event, MassiveGRID shall inform the relevant customer accordingly, even if this alert or event does not affect their business continuity or service. Each customer shall communicate their monitoring events to MassiveGRID, this will be done upon service activation, either through an interview or through a questionnaire.

Need to safely back up your data? We will do it for you, all you need to do is to provide us with your personalized back-up plan and choose any backup disc space capacity, according to your needs.
This personalized backup service is offered to SysAdmin Pro, Premium & Business Critical Support Plans. Customers of Managed Server Support & SysAdmin Support Basic plans shall proceed to all relevant backup configurations themselves.
MassiveGRID will complementary offer their customers R1soft’s agent(s), one of the industry’s leading backup tools, to support their backup needs.
Depending on your MassiveGRID Back-Up Plan, you might be eligible to benefit from more than one R1soft agents. In case you need more Agents than the ones offered with your plan, you get them at an extra monthly cost.
For additional information, please visit our Back-Up Plans.

24x7x365 Telephone Support is provided to our Business-Critical Packages. Telephone support calls are answered only if an open ticket request has been submitted through the Online Ticket Support Portal and a reasonable amount of time has passed from the ticket submission. This amount of time is needed for the technical support team to investigate, before replying to any relevant telephone inquiries. This reasonable amount of time amounts to 15 mins for the 30-min Business Critical Package and to 7.5 mins for the 15-min Business Critical Package. The unique number appointed by the Online Ticket Support Portal shall be dialed, when calling Telephone Support. Business Critical Instant Support Packages do not need to open a ticket before calling Telephone Support.

MassiveGRID’s technical support shall periodically analyze performance indicators and prepare reports for their customers, proposing enhancements or performance tuning to their current configuration, in case their resources are running low, in order to maintain or enhance their system performance. This service is only offered to Business-Critical Pro & Instant Support Services. Each customer shall communicate their performance indicators to MassiveGRID, this will be done upon service activation, either through an interview or through a questionnaire.https://www.massivegrid.com/support-plans/

MassiveGRID will perform any necessary preventative maintenance across all the customers’ hosted infrastructure. Additionally, we will replace defective or failed hardware upon detection. Considering that MassiveGRID uses High Availability architecture with at least N+1 redundancy on all Network, Hardware & Power elements, this will be totally transparent to our customers with zero downtime. This transparency & zero downtime is also applicable, in case our customers decide to Upgrade their package in terms of CPU cores, RAM size, Disk Space Capacity, etc. This is done instantly, as soon as the order goes through billing successfully. (Please note that Disk Space Capacity can only increase, not decrease).

MassiveGRID’s technical support team shall provide support for only well-documented & popular software, which has been installed as per the standard vendor documentation and has vendor-documented features, configurations, and commonly used, documented, third-party modules and plugins. MassiveGRID shall ensure that the supported software (web server, FTP server, mail server, DB server, Domain Name Server, etc) is installed properly, running, and accepting connections as per the standard vendor documentation at the time of service provisioning. Poorly or undocumented software, features, and/or third-party modules shall not be supported. For anything not according to the specifications described above, please see Development Services, which is offered as a different service. This support is offered to all paid support packages. A monthly Fair-Use Policy applies to all these packages, except for Business-Critical Instant, and will be applied, in case of abuse. (for SysAdmin Basic, SysAdmin Pro, SysAdmin Premium, Business Critical & Business Critical Pro, 2, 6, 20, 60 & 200 hours of SysAdmin support respectively). This monthly engagement time allowance cannot be transferred to the following month, in case it is not used each month.

MassiveGRID shall install any base operating system (from a wide variety of supported commercial OS) and perform a free, complete server migration when a new customer moves their business to us. This package also includes cPanel installation, in case a cPanel license is added. For server migration, R1soft’s agent, one of the industry’s leading backup tools will be used. MassiveGRID shall duplicate server contents, meaning that the customer service shall perform the same way it did, before migration to MassiveGRID’s infrastructure. Please note that this functionality is only limited to server migration and not service migration. Root access is also a prerequisite. The customer might proceed to several configurations and actions by themselves before their server is fully operational.

Distributed Denial of Service (DDoS) is offered free of charge to all MassiveGRID customers who host their services in our USA, Germany & UK infrastructures. This service provides protection against attacks of up to 1500 Gbps traffic, which covers the majority of DDoS attacks, However, for customers who require increased security, MassiveGRID can offer a premium DDoS package, which protects against attacks of up to 4.5 Tbps traffic.

If a customer chooses cPanel, MassiveGRID commits to providing full cPanel support through our 24x7x365 technical support team. Please note that cPanel support is considered SysAdmin support, for which, on specific Support Packages, a Fair-Use Policy applies. See also Full SysAdmin Support.

We are committed to providing a leading class service and we are able to offer 100% service availability – 100% Uptime SLA. In case of any proven downtime, we offer 10 times (1,000%) the actual amount of downtime, up to the customer’s monthly recurring charge. The claim needs to be initiated by the customer within 10 days of the downtime incident and is offered as a credit note for next month’s expenditure.

MassiveGRID shall provide support of any well-documented CMS application, upon request, in terms of installation and configuration of the application itself, or known well-documented, working, and compatible third-party modules. MassiveGRID commits next business day engagement of our technical team and shall make a reasonable attempt to identify, troubleshoot, and resolve issues related to any third-party well-documented application. This feature is offered as an add-on service to all support packages.

Upon initial successful order, any Business-Critical Pro & Business Critical Instant customer is eligible to take advantage of this support service. MassiveGRID’s technical support team shall schedule and provide an initial onboarding session, which shall include an overview of our organization and of our Online Ticket Support Portal, a review of the installed software & applications on the customers’ server; an analysis of the applied architecture and design for optimal performance, security, and effective system administration. Following this assessment, any customer requests shall be analyzed and scheduled accordingly.

Business Critical Instant Support Package customers are also given a direct dedicated telephone number which is answered instantly by their dedicated 24x7x365 support team. These customers do not need to open a ticket to be able to reach the telephone support team. A ticket can be opened either by the customer or by the dedicated support team through a telephone call.

MassiveGRID’s experienced technical team shall prepare disaster recovery planning scenarios, according to customers’ requirements. Upon the customer’s approval of any of these scenarios, MassiveGRID shall commit to deploying this and delivering it to their customer, accordingly. This service is only available to Business-Critical Pro & Instant Support Packages.

MassiveGRID shall provide clients with performance graphs for CPU, RAM, Disk IO, and Network Traffic through their Secure Customer Portal.

MassiveGRID shall monitor customized service-level performance indicators and shall provide customers upon their request with the associated graphs.

MassiveGRID offers free-of-charge Infrastructure Upgrade, from shared rack space to a confined dedicated cage to any Infrastructure Package customer who chooses the Business Critical Instant Support Package. A dedicated cage offers even more increased physical security and reduced risk of failures, since no other customers are allowed to even enter the cage, and all resources and this designated area are only available to one customer. MassiveGRID offers to these customers the possibility to monitor the security and the conditions of their cage, also providing full access control, as well as a 24×7 live camera feed of their private area.