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Managed vs Unmanaged Support
What our engineers fix on unmanaged VPS, VDS, game server, and colocation plans, what stays yours to run, and what managed IT services add on top.
The single most useful thing to know before you open a ticket is which kind of service you have. Almost everything on this site is unmanaged: we run the hardware, network, and virtualisation; you run what is inside. Separately, we offer managed IT services for organisations that want us inside the box too. This guide draws the line so you always know who does what.
Unmanaged: VPS, VDS, game servers, colocation#
| Ours to fix (always in scope) | Yours to run (we point you in the right direction) |
|---|---|
| Hardware, storage arrays, host nodes | The operating system after first boot: updates, users, packages |
| Network, IP routing, port speed, transfer accounting | Firewall rules inside the OS, application ports |
| Power, cooling, the facility, physical security | Application installs and configuration (WordPress, n8n, panels, game mods) |
| The cloud portal and game panel platforms, console and rescue access | Your data and your backup strategy beyond the included backup |
| Reinstall images and templates | Domain DNS content, TLS certificates, mail deliverability |
| The 99.9% network uptime SLA, credit-backed | Uptime of your own software |
"Yours to run" does not mean "on your own". Real engineers answer tickets around the clock and will happily tell you which log to read, whether the symptom smells like our side or yours, and which of the guides here to follow. What they will not do on an unmanaged plan is log in and administer your application for you; that is what keeps unmanaged prices where they are.
Managed IT services#
For organisations that want a technology partner rather than a server, our managed services team takes on proactive monitoring, remote support, network and security design, backup and disaster recovery, specialty hardware management, and project work such as Perforce hosting, with on-site support in the Greater Seattle Area. This is a scoped engagement priced for the work, not a checkbox on a VPS order. If that is what you need, talk to us and we will scope it honestly.
How to tell which you have#
If you ordered from a product page and pay a flat monthly or annual price, it is unmanaged. If you have a signed statement of work or a custom quote that names services and response commitments, it is managed. When in doubt, ask in a ticket; nobody will be offended.
Getting the most from unmanaged support#
- Describe symptoms with timestamps and what changed; see Open a Support Ticket.
- Check the portal graphs and status page first; they often answer "is it me or you" in a glance.
- Use the guides here for the application layer; the Solutions pages and the Self-Hosting Basics section exist precisely to cover the ground a managed provider would charge for.
