Novara.ie Support.

Novara provides one of the highest standards of support in the Irish market as found by independent surveys. Below you will find information on:

Support Packages for our Shared Hosting services

Support Packages for our Colocation and Dedicated Server services

Application Support we provide

Shared Hosting Support Packages information

For our full terms and conditions of service please see http://www.novara.ie/tandconditions.php

For our Support page please see: http://support.novara.ie/

Bronze Hosting Support

This level of support is included as standard with all budget Hosting 24/7 packages and comprises:

1. Full E-Mail support for supported applications (Average response time 90 minutes or less during business hours)
2. Unlimited access to Novara comprehensive knowledge base comprising in excess of 177 tutorials and 77 flash movie tutorials.

Silver Hosting Support

This level of support is included as standard with all Novara.ie Basic hosting packages and comprises:

1. Full E-Mail support for supported applications (Average response time 60 minutes or less during business hours)
2. Unlimited access to Novara comprehensive knowledge base comprising in excess of 177 tutorials and 77 flash movie tutorials.
3. Direct access to qualified engineers via Text Chat during business hours ( for more information on this service please see http://support.novara.ie/why_text_chat.html )
4. Telephone Support: call back support by qualified engineers on request.

Gold Hosting Support

1. Full E-Mail support for supported applications via Rapid Response (Average response time 30 minutes or less during business hours)
2. Unlimited access to Novara comprehensive knowledge base comprising in excess of 177 tutorials and 77 flash movie tutorials.
3. Direct access to qualified engineers via Text Chat during business hours ( for more information on this service please see http://support.novara.ie/why_text_chat.html )
4. Telephone Support: call back support by qualified engineers on request
5. Limited Account Intervention on a per incident basis (please see our terms & conditions for this service)

Platinum Hosting Support

This level of support is included as standard with all Professional Hosting accounts and comprises:

1. Full E-Mail support for supported applications via Rapid Response (Average response time 15 minutes or less during business hours)
2. Unlimited access to Novara comprehensive knowledge base comprising in excess of 177 tutorials and 77 flash movie tutorials.
3. Direct access to qualified engineers via Text Chat during business hours ( for more information on this service please see http://support.novara.ie/why_text_chat.html )
4. Full telephone support by qualified engineers
5. Extended Account Intervention on a per incident basis (please see our terms & conditions for this service)

Colocation & Dedicated Servers Support Packages

Silver Server Support

This level of support is included as standard with all Novara.ie Basic Colocation packages and comprises (for full details of your contracted level of support please see your contract):

1. 24/7 NOC monitoring
2. 100% network uptime guarantee
3. Free IP Addresses from Novara.ie’s RIPE allocation(Justification required)
4. Hands & Eyes: Full reboot service included on request.
5. Out of Hours Cover: Access to Novara.ie engineers 24x7x365 via mobile phone for emergency incidents.
6. Real Time Traffic Monitoring
7. Full access to our Data centre (for your protection and in compliance with standard security requirements advance notice is required and photo ID is required).
8. Unlimited access to Novara.ie comprehensive knowledge base comprising in excess of 177 tutorials and 77 flash movie tutorials.

Gold Server Support

This level of support is provided as an optional extra and comprises (for full details of your contracted level of support please see your contract):

1. 24/7 NOC monitoring
2. 100% network uptime guarantee
3. Free IP Addresses from Novara.ie’s RIPE allocation (Justification required)
4. Real Time Traffic Monitoring
5. Direct access to qualified engineers via locall phone, email or Text Chat during business hours.
6. Managed Services included: Patching of your server on an agreed schedule (please see your contract for full details), Account Intervention based on Rapid Response:Uptime. This means that Novara.ie engineers monitor your server on your behalf and react to alerts by having our onsite data centre engineers reboot your server to ensure that service is maintained.
7. Out of Hours Cover: Access to Novara.ie engineers 24x7x365 via mobile phone for emergency incidents.
8. Full access to our Data centre (for your protection and in compliance with standard security requirements advance notice is required and photo ID is required).
9. Unlimited access to Novara.ie comprehensive knowledge base comprising in excess of 177 tutorials and 77 flash movie tutorials.

Platinum Server Support

This level of support is provided as an optional extra and comprises (for full details of your contracted level of support please see your contract):

1. 24/7 NOC monitoring
2. 100% network uptime guarantee
3. Real Time Traffic Monitoring
4. Free IP Addresses from Novara.ies RIPE allocation (Justification required)
5. Direct access to qualified engineers via locall phone, email or Text Chat during business hours.
6. Managed Services: Patching of your server on an agreed schedule, installation of software at your request, Account Intervention based on Rapid Response:Uptime & Resolution. This means that Novara.ie engineers monitor your server on your behalf and react to alerts by having our onsite data centre engineers reboot your server to ensure that service is maintained. If this does not resolve the issue Novara.ie engineers will carry out diagnostics to establish what has caused the issue (be it software or hardware failure) and carry out/recommend further steps to rectify the issue including replacement of hardware if required.
7. Out of Hours Cover: Access to Novara.ie engineers 24x7x365 via mobile phone for emergency incidents.
8.  Full access to our Data centre (for your protection and in compliance with standard security requirements advance notice is required and photo ID is required).
9. Unlimited access to Novara.ie comprehensive knowledge base comprising in excess of 177 tutorials and 77 flash movie tutorials.

Please see our terms and conditions as applicable to all our support options. For details of your chosen support option please see your contract.

What is Rapid Response

We pride ourselves on the high standard of support that we provide. Support issues are dealt with rapidly and professionally in accordance with the SLA included in the support package chosen.

If you need professional services to help resolve support issues that fall outside the support level you have chosen this can be arranged at our standard hourly rate.

Should you require clarification of any of our Support packages please email support@Novara.ie

For information on our limitations and exclusions please see http://www.Novara.ie/tandconditions.php#Limitations

Managed Firewall Package

For a low monthly fee you can avail of Novara.ie’s top of the range enterprise firewall protection services. As part of our extensive network in our data centre we run fully redundant firewalls.

The Novara.ie Managed Firewall Package includes:

1. Consultation to establish a rule set tailored to your requirements.
2. Up to 5 firewall rule changes a month

Application Support

Shared Hosting Environment

For your annual shared hosting fee our key responsibility to you is:
1. To maintain maximum uptime for your services.
2. To patch and manage the server your service is on to ensure its security
3. To ensure that the latest, stable versions of applications are made available to you
4. To run regular backups of your data on our server

Training in the use of Applications, in Trouble Shooting third party issues (your broadband connection etc), sorting out coding mistakes are not included in your annual shared hosting fee. If you require training we can provide this at a competitive fee.

We provide engineer support for the applications that are intrinsic to our service(henceforth called Core Services) to you such as the HSphere web hosting control panel and the IMP/Horde webmail client, and the provision of the service protocols such as FTP, POP3, & SMTP.

For detailed instructions on their use please see the comprehensive tutorials at
http://support.novara.ie/kb/

Limited account intervention will be provided subject to request from the administrative contact for the account.

Some support requests, such as DNS modification and password change requests, are subject to security restrictions.

The applications installed on your personal computer are beyond our control and so we can only provide configuration advice for them. We have detailed tutorials for the following popular applications on our support website at http://support.novara.ie/kb/

Outlook Express, 2000 and 2003
Frontpage 2000 & 2003
SmartFTP
CuteFTP
ws_FTP
Dreamweaver

We also have some additional tutorials for the following applications
Eudora
Netscape
Opera
Macintosh Mail
Incredimail
Mozilla Mail
Pegasus Mail

Applications Not Supported by Novara engineers

Internet Access: We do not provide support on issues related to your internet connection(loss of connectivity, slow access etc). However we do provide you with free diagnostic tools at our website www.networkwatch.ie .

PC based Anti Virus applications: We do not provide support for third party anti virus applications such as Symantec Antivirus or Norton Antivirus. In the situation where they interfere with services purchased from our company we recommend you contact you vendor for information on configuring them to operate to your satisfaction.

Bundled Services: EasyApps and sample code are installed free as a bundled service and are provided on a purely as-is basis, no warranty express or implied. While a broad range of applications come installed as standard we do not provide engineer support for these individual applications. Comprehensive support may be obtained from the website/forum of the individual application. Under certain restricted circumstances we may provide advice on configuring and operating such applications (subject to our standard terms and conditions).