CWCS Managed Hosting

Cloud Support

Our support is an additional service to our Public Cloud Hosting. Our support team are available 24/7 to assist with operating system and control panel support. We support Windows Server Editions and Linux Operating Systems including Redhat, CentOS, Debian and Ubuntu. We also support Plesk and cPanel/WHM control panels.

Features

  • 24/7 Supreme UK Support
  • Free Server Reboots
  • Reinstallation
  • System Administration
  • Managed Security Patching/Updates
  • Advanced Pro-active Server Monitoring and Reponse
  • Control Panel Support (cPanel and Plesk)
  • Security Audits/Scans
  • Managed Daily Incremental Image Backup
  • Technical Account Manager (TAM)

Benefits

  • Reduce your support costs, using our Linux and Windows Specialists
  • We will power cycle your servers on request
  • If required we can reinstall your server in minutes
  • Save time by utilising our experience for advanced system configurations
  • We will patch your operating system and control panel
  • We will monitor CPU, RAM and Storage to manage capacity
  • Our support team are specialists in cPanel/WHM and Plesk
  • Servers can be scanned to highlight and vulnerabilities
  • Image backup are taken daily for total peace of mind
  • Our TAMs are available to assist with enhanced support requirements

Pricing

£0 to £144 a server a month

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@cwcs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

8 2 3 1 2 6 9 0 9 3 4 6 6 6 4

Contact

CWCS Managed Hosting Karl Mendez
Telephone: 0800 1 777 000
Email: sales@cwcs.co.uk

Planning

Planning service
Yes
How the planning service works
A call with one of our sales team will be arranged to discuss your overall requirements. We will fully understand you needs including the server specification, if a hosting control panel is required, what level of security you would like configuring and how involved you would like us to be for the management of the servers, including server patching, backups and server monitoring. As part of the conversation, our team will discuss if a migration is required. If it is, a migration questionnaire will be issued to the end user. This document is to help assist with the planning of the migration and to ensure that we quote effectively (2 hours is included free of charge). Once the solution has been defined and agreed, the details of the proposal will be handed over to our support team to finalise the provisioning. You will be kept up to date by the support team throughout the provisioning and migration process.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Public Cloud Hosting
  • Virtual Private Servers

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
If a migration is required, we will email a migration questionnaire that will need completing. This is a simple document that helps us to identify the type of migration to be used and to highlight any possible issues prior to the migration taking place, such as old versions of PHP. We support hosting control panel to hosting control panel migrations for Plesk and cPanel. We can also offer Image conversions including physical to virtual, or from another hypervisor technology to the solution we provide. If these solutions are not viable for any reason, we are also able to offer manual migrations. Our system administrators will review the answers to the migration questionnaire and will confirm the type of migration that will be used. You will receive a migration plan which will detail the steps/timings involved and what actions you may need to take, such as swapping the DNS to point to the new server. You will be assigned a system administrator who will be your primary contact throughout the migration who will work with you for a smooth transition.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Public Cloud Servers
  • Virtual Private Servers

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
To assist our customers with quality assurance, as part of our server provisioning process we have developed an automated server provisioning solution. This means that all of the servers are provisioned to a high standard, and are provisioned within minutes. All of our solutions are checked by a senior engineer prior to release. Depending on the support plan, you can use system administration time for advanced server configurations to assist with performance. We also benchmark our hosting platform against other leading providers to ensure our platform is the best it can be. As a company, we are ISO 27001 and 9001 cementing our proving our commitment to quality and security.

Security testing

Security services
Yes
Security services type
Security strategy

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
Included in both our Public Cloud Hosting and Virtual Private Servers (VPS), our support team are UK based and available 24/7 by phone, live chat or via our support ticket system. Our experts are on hand to assist with Operating System and Control panel support. We support Windows Server Editions (2012, 2016 and 2019) and Linux Operating Systems (Redhat, CentOS, Debian and Ubuntu). We also fully support Plesk and cPanel/WHM control panels. Further details of the levels of support we offer can be found via the pricing document.

Service scope

Service constraints
Our support team only provides remote support and we can only support our Public Cloud and VPS solutions that we provide to our end users. We support our core infrastructure, Operating System and control panel. We do not support 3rd party software.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our support team are available 24/7 and we aim to respond to support enquiries within 90 minutes. We offer enhanced support packages that offer 15 minute response times.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Our support chat is available online whilst customers are logged into their client area. Customers can simply start a chat with one of our support team during core business hours.

Customers cannot upload any documents, this is purely for contacting our support team for advice or highlight a support issue. Any detailed or sensitive information should all be made via our secure support ticket system.
Web chat accessibility testing
We have not completed any web chat testing with assistive technology users.
Support levels
At CWCS, we understand that many of our customers have various levels of technical ability. We offer various tiers of support, Standard (included), Silver (£25.00 per month), Gold (£65.00 per month) and Platinum (£144.00 per month). With all of our plans we offer 24/7 UK support, reinstalls if required, basic server monitoring and control panel support. Our silver support is aimed at organisations that have time to handle the normal day-to-day tasks but would prefer to leave the security patching and backups to us. For companies who do not have access to professionals to manage a server, and need assistance with server patching, backups and ongoing technical support, our Gold support level would meet your needs. Our Platinum support is ideal for mission critical systems and is strongly recommended for anyone that has limited technical expertise or experience working with servers. With our Platinum support, you will also be assigned a Technical Account Manager (TAM), who will be your point of contact during core hours and will contact you to fully understand your business and server configuration. Any critical support tickets will be assigned to your TAM, and they will work to resolve the issue.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Pricing

Price
£0 to £144 a server a month
Discount for educational organisations
Yes

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@cwcs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.