As a valued customer utilizing our services, it is imperative to understand and adhere to the responsibilities that come with managing and maintaining your VPS and the services operating within. This guideline outlines the essential duties that you, as our partner, are expected to fulfill to ensure the optimal performance, security, and reliability of your systems.
Please be aware that Bicom Systems is not responsible for alerting or informing partners of new software releases or updates. The initiative to identify, review, and implement new versions falls under the scope of partners’ responsibilities, ensuring that systems remain current and secure.
Proactive Monitoring: Partners should actively monitor their VPS for any issues or irregularities. This includes, but is not limited to, monitoring system performance, resource usage, storage usage, and the operational status of services running on their VPS.
Technical staff collaborating with the partner must possess a comprehensive understanding of Linux OS, and all our products. This knowledge is essential for effectively managing and troubleshooting the VPS environment. It is important to emphasize that while Bicom Systems provides support, partners are ultimately responsible for performing all necessary backend operations to maintain the smooth functioning of their systems.
At Bicom Systems, support for our valued partners is built around the concept of support and not maintenance. While our dedicated support team diligently addresses various issues beyond the scope of standard support contracts to assist our customers, challenges arise when certain inquiries are requested to be resolved via our support channels which is why our partners must ensure the presence of technical staff members who possess a proficient understanding of both our product offerings and the Linux operating system. This ensures smoother communication and more effective troubleshooting processes, thereby enhancing overall support efficiency and customer satisfaction.
To clarify the disparity between support and maintenance concept, please review the following breakdown:
Support:
Maintenance:
If you are a hosted partner, the following additional responsibilities apply:
Note: The responsibility for disabling and disregarding alert and maintenance notifications lies with the partner. Bicom Systems cannot be held responsible for any issues that could have been avoided through a proactive reaction by the partner.