Server Hosting Support Scope

Rossware offers its clients a Server Hosting service, allowing them to host their applications and data on our servers. As a part of this service, Rossware provides support to ensure that Rossware-based hosted applications and data are always up and running.

• Standard support for Rossware applications

• Initial setup of user accounts (includes assigning standard or admin roles)

• Local computer-to-server troubleshooting (including RSS Key)

• Verifying correct implementation of security policies

• Server diagnostics/troubleshooting (high resource usage)

• Guidance for new server administrators with general tasks

• 24/7 support for Server uptime functionality

• Guidance for using the SD-Backup utility within the Server

The 24/7 support line we offer to our server-hosted clients is intended to be utilized only for emergency issues involving the functionality of your server (e.g., your server is down or unavailable). It's not for support with applications running on your server, including ServiceDesk and affiliated utilities.

• Creating or managing user accounts (password changes, deleting, etc.)

• Ensuring the functionality of non-Rossware applications (such as QuickBooks)

• Setting up local workstations with the Remote Desktop Program

• Troubleshooting local issues involving the Remote Desktop Program

• Basic server maintenance includes periodic reboots, housekeeping (deleting old files), etc.

• Troubleshooting faults that exist within the local network or between the local workstation and printers

When onboarding to your new server, please be aware of the points covered in the section above. While not our direct responsibility, we may offer guidance in these areas. For example, we may create user accounts, provide guidance through the setup, and provide instructions on accomplishing these not-included tasks during the onboarding process.