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Standard VPS & Dedicated Server Administration — Scope & Options

This page explains what standard (free) administration covers for VPS and dedicated servers, what it doesn’t cover, and what you can request as paid work.

What’s included (standard/free)

Response & triage

  • Ticket response time: up to 45 minutes.
  • Work handled in the general queue with impact-based priority (e.g., down services are prioritized).

Operating system

  • Initial OS installation and basic configuration (when requested in the order notes).
  • OS reinstallation:
    • VPS: free.
    • Dedicated (Linux): free once per month; additional reinstalls are paid. Reinstalls are also paid if the server is without a control panel/administration.
    • Windows: reinstallation is paid (see exclusions below for Windows administration).
  • OS updates, including kernel installation/updates on request (if necessary, may require a reboot).

Control panels & base stack

  • Install DirectAdmin/ispmanager/HestiaCP/cPanel (license provided by the client).
  • Install basic services and anything listed in the order notes (e.g., PHP, FTP, Apache, MySQL).

Tuning & maintenance

  • Basic optimization per your requirements (load review, accelerators, service tuning).
  • Config changes: adjust system settings and edit configuration files as needed.
  • Troubleshooting assistance sufficient to diagnose and correct issues.
  • On-demand antivirus scanning upon request.

Backups & access

  • Backup setup available on request. Supported protocols: FTP, SFTP, SCP; SSH-based methods (rsync, sshfs); rsync, along with default security measures.
  • Password resets (if lost).
  • Reboots on demand.

Transfers & migrations

  • Unlimited site/data transfers (any-to-any) between providers or servers. Requirements: control panels/administration must be ordered on both source and target servers.
    • Same panel → faster/simpler.
    • Different panels → possible, but may require path remapping in files/databases, software version alignment, and some features may be unavailable on the new panel.
  • Intra-platform migration (VSC): an automated 1:1 clone to another node/location within is*hosting, with the original copy removed after cloning.

Advice

  • Consultations and other reasonable services at our specialists’ discretion.

What’s not included (standard / free)

  • Windows systems are not covered by standard administration. We only perform paid OS reinstalls for Windows and do not migrate/transfer Windows data.
  • SPECIAL tariffs: NL3-10, NL3-11, NL3-12 (handled separately/paid).
  • Work that alters the standard behavior of a control panel (e.g., custom web-server stacks, non-standard vhost templates). Such changes can cause irreversible issues, and we may refuse administration of servers already modified this way.
  • Servers without a control panel installed and configured by is*hosting. In these cases, we may refuse to take on issues.

Standard administration is a free add-on to VPS/dedicated rental and follows our internal regulations. If this scope doesn’t fit your needs, use paid administration or bring in your own specialist.

Paid administration & one-off fees

  • Hourly administration: $35/hour ($15 minimum per request).
  • OS reinstallation on a server without a control panel: $35.
  • KVM access: $35 for 2 hours.
  • Other services are available on a paid basis. Open a ticket to confirm scope and pricing. Paid requests are processed in the general queue.

How to get help

  • Open a support ticket. Describe the issue, its impact, and what you’ve already tried.
  • For pricing or to schedule paid work, create a ticket (Tickets → Billing).

Notes & conditions (read this)

  • We prioritize availability incidents but keep all work in a single queue.
  • We may decline tasks outside the scope or where prior customizations break panel defaults.
  • We can’t guarantee correctness on systems altered beyond standard control-panel operations.