The division of responsibility.
WHAT WE HANDLE
Server hardware and infrastructure Server-level software and updates Network and connectivity Server-level security and firewall Server-level backups, according to your plan The control panel software Resolving incidents affecting the server
WHAT YOU HANDLE
Your clients: support, billing, relationships
Creating and managing their accounts Their site content and applications Your own packages and pricing Your terms of service Deciding your backup position and communicating it
WHERE THE BOUNDARY SITS
If it affects the server or all accounts on it, it is ours.
If it affects one account's site or application, it is yours.
WHAT WE WILL NOT DO
Support your clients directly Provide client support on your behalf Intervene in your commercial relationships
WHAT WE WILL DO
Answer your technical questions Investigate server-side problems Advise honestly on whether something is a configuration issue or a capacity one
HOW TO WORK WITH THIS
Diagnose first, then escalate with what you found.
