Tier 1 is designed for the most experienced level of clients. This level is for systems administrators who need our assistance as little as possible. All patches, upgrades and overall security measures are to be done by the client.

Any support, excepting hardware failures, that eStation is required to carry out is billable at our standard rate of $99 per hour, or part thereof.

It is expected that clients at this level need little to no help in the maintenance and running of a server. The server should remain secure, with one or more full time systems administrators available in emergencies.

Any monitoring and/or upgrades are the client's responsibility. This level should only be selected by experienced systems administrators who need no free support in the daily running of their server.

Tier 2 is our entry level management solution. This level is for the majority of clients who want a dedicated server solution.

All servers at this level are added to our standard server monitoring system, and all upgrades and patches will be done by eStation.

Priority support is given to our dedicated server clients, with Advanced Technical Support provided at no extra cost, up to a reasonable time limit per month.

Any support beyond that limit will be charged at our standard rate of $99 per hour, or part thereof.

Tier 3 is our highest management level. This level is for clients with the minimum of experience in managing a server.

This level includes all the services as defined for Tier 2 above, with the addition of our advanced hardware firewall protection. We also provide unrestricted Advanced Technical Support.

However, no root/administrator access to your server will be provided, and all changes to the server by the client must be done through the control panel.

("Standard Network Based Security") is defined as the overall network security that is provided to every customer by eStation. This security includes secure routers, frequent network scans, and extensive knowledge of maintaining a secure network. This does not include any server-based security (including DDOS/Attack protection), firewalls or anti-virus/spyware based protection.

("Technical Support") is defined as eStation's standard client support, provided via phone (9am - 5pm, Monday - Friday) and email (9am - 11pm daily).

Tier 1:
Support for infrastructure related issues external to your server but causing your server to be non operational/and or unreachable.
This would entail network issues, power issues etc.

Tier 2
All of tier 1 support plus:
Regular patching of the operating system in line with all the latest available patches related to operational environment and security.
Changes to the operational environment within the scope of the default provided Linux or Windows installation.
Plesk environment support (if applicable)
Additional installations of software and features are chargeable.
Correction of erroneous configurations of the system by the client are chargeable.
Emergency support resulting from exploitations due to inherent vulnerabilities in the client's website's coding are chargeable.

Tier 3
All of Tier 2 support options but no charges for corrective and emergency support.

No 3rd party applications are supported, this would fall under non standard support and is chargeable at $99 per hour during business hours.

("Secured Linux") Strongly recommended for resellers of webhosting!

" Our secured linux implementation offers the following features:
" Stack overflow protection from the PaX project, that addresses exploits in services on the system, such as apache, bind, or secure shell
" An intelligent and robust Role-Based Access Control (RBAC) system that can generate least privilege policies for your entire system with no configuration, from the Grsecurity project.
" Trusted Path Execution, which only allows untrusted users such as apache to execute commands owned by root, thus simply preventing a whole class of exploit techniques used by attackers, or internet worms
" Users are restricted to only view their processes
" Application layer firewalling through mod_security, and the industry leading rules created by Atomicorp at gotroot.com, optimized for Plesk Server Administrator environments.
" Denial of Service protection through mod_evasive

("Bandwidth Monitoring") is defined as the real-time graphs that allow you to review your bandwidth usage. eStation charges on a per MB basis for any bandwidth usage over and above the allowed allocation for your server each month. Excess bandwidth is billed at rates as advertised online..

("Resource Monitoring") is defined as the application-based monitoring system for our dedicated servers. The constant monitoring system sends out alerts via email and SMS when it detects a fault or possible failure in the server.

Under Basic Resource Monitoring, eStation support staff are notified via email during standard support times and will respond to any server issues. Client will be notified via email and SMS during any server outage.

Under 24/7 Resource Monitoring, eStation support staff are notified via email, SMS and telephone 24/7 and will respond to any server issues. Client will be notified via email and SMS during any server outage.

("Remote Reboot System") is defined as the remote reboot switch that all our dedicated server clients can access. This allows you to log into the system and reboot your server without our intervention. Should errors occur with the remote reboot system, eStation provides a speedy response to a reboot request.

("Root/administrator access to server") is defined as having direct root/admin access to the server. The access levels vary depending on which level of server you're on.
" Tier 3 - No access: You have no direct access to the server. All root/admin access is handled by eStation
" Tier 2 - Shared access: You have Tier 2 reseller-level admin access to the server. eStation has root access to the server.
" Tier 1 - Full access: You have root-level admin access to the server. eStation has root access to the server.

("Advanced Technical Support") is defined as advanced troubleshooting and support for dedicated servers. This support includes server troubleshooting, software configuration, OS configuration and reinstallation.

("Hardware Based Firewall Protection") is defined as a hardware-based firewall protecting your server. A firewall increases security and prevents certain disasters from occurring. Our administrators will configure and maintain a firewalled routing perimeter for the server.