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Verio Essential Support Services offer you a full range of ways to keep your account online, including:
Tier 1 Support Capabilities
Our Tier 1 Technical Telephone Support, 24/7/365, includes:
- Initial install of standard OS distributions and supported preinstalled software
- Basic configuration of preinstalled software
- Basic assistance with familiarization of standard OS distributions and preinstalled software
- Basic troubleshooting in an attempt to establish the cause of problems
- Regular notification of known security issues and software vulnerabilities where they could potentially impact a large portion of your customer base
- Install standard hardware configuration
- DNS additions for new domains registered to our name servers within 24 hours
- DNS troubleshooting within 24 hours
- DNS additions/modifications within 24 hours
- Full support of our NTT/VERIO Global Tier 1 network
- Customer Reboots (4 per server per month)
- Verio-supported non-incident based server reboots requested by you are completed by Verio physically going to the server and hard rebooting the machine
- If there is an incident in which your server is impaired and/or our response is a reboot, that reboot will not be charged or count against the monthly reboot allotment
- In addition, you can perform any unlimited reboots remotely
- Additional non-incident based server reboots will be charged at ($75) per reboot
Trouble Ticket Management
Customer support will manage trouble ticketing for the customer including, opening, escalating, and closing both Administrative and Technical Trouble Tickets.
Tier 1 troubleshooting includes:
- OS
- Hardware
- Software
- DNS
- Network
- System administration, and/or customer issue validation and call routing to the appropriate party including, Sales, Billing (Tier 2), Tier 2 Support, 3rd Party Support, Managed Service Provider Partners, Storage vendors, Security Vendors, and more
Tier 1 Billing Support Capabilities
Billing Telephone Support 8:00am-6:00pm Central Time; as well as 24/7 online support via www.verio.com under Your Account
Verio's Billing Support provides account management services regarding billing accounts and statements. By phone or via the Web, customers have access to:
- Account Information
- Most customers are just a click away from online changes and updates to account and credit card information
- You can also view your past billing history and latest invoice
- We are also happy to help on the phone
- Account Cancellations
- If, customers need to cancel their accounts, they can do so by phone for via the Web
- Account Payments
- Find accepted methods of payment, along with the appropriate payment addresses
- Account Suspensions
- Find Verio's restoration policy for suspended accounts along with the most common causes for account suspensions
- Credit Information
- Submit a request for a credit or adjustment, as well as view Verio's policy on some of the most common reasons for credit and adjustment requests
- Contact Information
The most direct routes to contact the Verio department that can best fulfill your support needs
Provisioning Project Manager
- Responsible for the installation of your solution and services and will ensure you are up and running quickly
- Will create and maintain a project plan for applicable projects to include tasks, deliverable dates, resources, dependencies, and status
- For each new project, the Project Manager will develop kick-off agenda/materials (to include project charter plan, an assumption/risk matrix, and a communication plan), ensure the quality and timeliness of deliverables for projects and organize and conduct weekly status meetings with the key players
Base Level Monitoring (Ping and Port Monitoring)
- Ping Monitoring is executed every 5 minutes to verify that the IP address is reachable from our monitoring system
- Verifies the availability of the network device: switch, hub, router, server, etc.
- If the device is unreachable, our Operations staff is notified immediately
- Port Monitoring is executed every 5 minutes to check if the customer specified ports are accessible from our monitoring system
- Ensures that the application or service running on a given IP address and port is running
- If the port is not functioning as expected, an alert will be generated, and our Operations staff will be notified immediately
Verio PowerPortal
- An online, full featured, easy to use, interactive information portal providing a view into the Verio Web infrastructure and your solutions being managed by Verio
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