VPS Owner FAQ

What technologies do you support under your VPS plans?

General technologies supported under the VPS plan can be found here.

What do you mean by Virtual Node or Software Nodes?

Nodes created in physical servers are referred to as Virtual nodes or Software Nodes. Each virtual node performs and executes exactly like a stand-alone server. They can be rebooted independently and have root access, users, IP addresses, memory, processes, files, applications, system libraries and configuration files.

Example of VPS level 1 and level 2 issues?

VPS Level 1 or L1 includes simple issues such as domain not resolving to configuring outlook express for end clients. Level 2 or L2 issues are slightly more complicated than L1 and require root access to the server to solve it. Some of the L2 issues are issues that pop up on the server are: Not able to connect to ftp , email stopped working, Email password not working, site down, troubleshooting errors end clients face, etc.

Examples include:

* Node reboots.
* Password changes for mails, FTPs, quota modifications for hosted accounts, etc.
* Time Synchronization problem in cPanel - VPS command prompt and WHM shows different time even after time synchronization through WHM
* FTP not connecting with VE under Plesk VPS
* Password working fine with webmail not with pop3. The client can login to webmail but when they try to login through pop they will get the error message " -ERR Authentication failed (bad password?) " in VPS servers.


How many accounts are said to be ideal under a VPS node?

The number of accounts can be about close to 100 depending on the RAM configured for the node.

Which are the control panels supported under VPS like OpenVZ and Virtuozzo?

cPanel, Plesk,Webmin.

Will you support VPS nodes without a control panel?

Yes, we do support VPS nodes without control panels.

I am a VPS Owner and I currently have a level 3 administration issue. Whom should I contact to get the level3 issue sorted?

You can get VPS related Emergency Level 3 support with our Server administration plan

I have tickets over and above the limit specified in your VPS plans. Can I get a custom Quote?

Yes, you can contact us for a custom quote. We'll get back to you within a 3-4 hours.

How it works?

After you sign up with Bobcares, our Support Engineers work on the following Delivery model.

Step1 : Your Customer contacts support
Your Customer can contact your support by sending an email to support@yourcompany.com. This mail reaches the Ticketing system installed in your server, and a copy of the mail is forwarded to the Bobcares Internal System.

Step2 : Response
The Bobcares Engineers attempt to solve every ticket within one hour. If they can not resolve it, they will respond to the customer within that hour. They then work for a resolution.

Step3 : Resolution
Bobcares guarantees a resolution within 6 hours from the time, the mail reaches the Bobcares Internal System.

Step4 : Ensure Transparency
All responses and resolution are made via the Helpdesk or ticketing system. If you do not have a ticketing system installed, Bobcares will install and give. Click here to go to Helpdesk setup.

Step5 : Quality Level
Bobcares Quality Manager and the team of Quality Analysts check through hundreds of random tickets every month to make sure that all tickets follow our Minimum Quality Standard.

See the delivery model

How to transfer tech support to bobcares?

The Bobcares Implementation process allows us to understand your support systems and Customer Care policies and incorporate it into our services.

The Implementation process begins soon after you sign up with Bobcares.

Read the steps involved in the implementation proccess.