Crucial - Cloud Hosting

By default your Cloud VPS, Virtual Server or Dedicated Server is self-managed, so you are responsible for installing software, maintaining the VPS and resolving any technical issues that you encounter. Crucial staff members monitor the VPS Node as well as Network and will only perform VPS reboots.

If you require technical support and/or server administration assistance please consider our VPS Support and Management plan, this plan gives you access to the following:

  • 24x7x365 Email (Ticket) Support
  • 24x7x365 Live Chat Support
  • Business hours phone support
    (Monday-Friday 9am-5pm AEST)
  • 5 issues per month
    (1 issue per ticket / call)
Support
Server Management Inclusions

The table below shows the cost of the Server Management add-on for each of our services, plus the inclusions. Please note that this table may be updated depending on changes to our software and product line-up.

For more information on this product please contact us by email or call us today: 1300 884 839.

Linux
Windows
  • Linux
    Self-Managed
    (Default)
    Server Management
    VPS
    No-cost
    $50/month
    Dedicated Server
    No-cost
    $100/month
    PAYG Cloud
    No-cost
    N/A
    Service Connection Issues
    Server reboots (Control Panel)
    Y
    Y
    24x7 email support access
    Y
    Y
    24x7 live chat support access
    Y
    Y
    Business hours phone support access
    Y
    Y
    Infrastructure and Network Monitoring
    24x7 core network & hardware monitoring
    Y
    Y
    Operating System
    Operating system updates (on request)
    N
    Y
    Software installation using yum, apt-get, easy apache etc.
    N
    N
    OS software installation, compiling via source
    N
    N
    cPanel/WHM
    Initial setup & configuration
    N
    Y
    DNS management
    N
    Y
    cPanel account management
    N
    Y
    Email account management
    N
    N
    Website and Application Support
    Management of websites or code
    N
    N
    Installation and support of third party applications
    N
    N
    Installation of applications through cPanel or Fantastico
    N
    Y
    Apache/MySQL/PHP
    Installation & configuration via command line
    N
    Y
    Firewall & Security
    Built-in OnApp Firewall (Blaze Cloud VPS, Virtual Server)
    Y
    Y
    Config Server Firewall (CSF) installation
    N
    Y
    Basic security optimisation (on request)
    N
    Y
    Apache optimisation (on request)
    N
    Y
    Magento Optimised Templates
    Magento Installation
    N
    N
    Website Management
    N
    N
    Apache/NginX optimisation
    N
    Y
  • Windows
    Self-Managed
    (Default)
    Server Management
    VPS
    No-cost
    $100/month
    Dedicated Server
    No-cost
    $150/month
    PAYG Cloud
    No-cost
    N/A
    Service Connection Issues
    Server reboots (Control Panel)
    Y
    Y
    24x7 email support access
    Y
    Y
    24x7 live chat support access
    Y
    Y
    Business hours phone support access
    Y
    Y
    Infrastructure and Network Monitoring
    24x7 core network & hardware monitoring
    Y
    Y
    Operating System & IIS
    Windows updates (on request)
    N
    Y
    IIS Management
    N
    N
    Plesk Control Panel
    Initial setup & configuration
    N
    Y
    DNS management
    N
    Y
    Plesk settings management
    N
    Y
    Email account management
    N
    N
    Website and Application Support
    Management of websites or code
    N
    N
    Installation and support of third party applications
    N
    N
    Microsoft SQL & Office
    Initial installation of Microsoft SQL or Office
    N
    Y
    MSSQL reporting or database management
    N
    N
    Firewall & Security
    Windows firewall modifications
    N
    Y
    Built-in OnApp Firewall (Blaze Cloud VPS, Virtual Server)
    Y
    Y
Technical Support Best Practices

Web development and coding work must be handled by external developers or designers.

Cloud, Virtual & Dedicated Servers:

Customers who have purchased a support plan on a Cloud, Traditional and Dedicated server; are entitled to the support levels provided per their plan. Support requests outside of the scope of the plans may be declined at the discretion of Crucial.

PAYG Cloud:

The self-service PAYG Public Cloud does not include a Support plan option. Instructions for use are provided in the PAYG User Guide, please refer to this documentation at all times.

Third Party Apps & Coding:

Crucial is not responsible for the management or configuration of any third party applications not licensed directly through Crucial Cloud Hosting.

Terms of Service & Acceptable Use Policy:

Our Terms of Service and Acceptable Use Policy can be viewed here. Crucial may decline support for any item not listed in our Support Plans based on our ability to provide a suitable level of service. We recommend any website source code, third party software or database issues be investigated by developers, designers or DB engineers.

Notice to all customers of Crucial: Customers who are eligible for Technical Support and call our phone-based support desk without prior submitting a ticket, may be asked to do so before any investigation or troubleshooting can be carried out. Please note that our Support Desk and ticketing system allows our team to accurately resolve, track and archive any issues you may incur. Our ticket system is the most streamlined way to obtain support, and operates 24x7x365.