Questions on what YOU would expect from a managed service.

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Posted by EzziDotNet, 05-22-2006, 07:15 PM
Hey Guys, Ezzi has been doing unmanaged services (supporting only the hardware, and leaving the OS to the client) for years now, as everyone knows, and we're thinking of branching into more value-added and "managed" services. Here's what we're thinking of rolling out in the near future as add-ons: FTP Backup -- basically, we provide you FTP access to a large raid-5 array. I-SCSI is also an option soon, which means you'll be able to use the device "live" as well as as a backup device. The price would probably be a per-gig standard price. Ping/Port Monitoring -- This would be either a "is my server alive" or "are specific ports responding" type of thing that would automatically email you (and our support team) when something stops doing what it's supposed to. Of course, these two services open up the door to offering things *FULLY* managed. I've been looking around at what other people offer, and I'm not sure how many of the features people out there would need or want. The term "fully managed" is a bit confusing, as it means something different with virtually every company out there, so I'd like to get a feel for what the WHT crowd thinks. So here's the questions I'd like to pose: 1) Does having a control panel (like Plesk or CPanel) automatically mean that people won't want management? I guess what I'm asking here is: is there a point to offering a managed cpanel machine? In the event of a machine without a control panel, would you expect to have to send an email/support ticket for every single change that needed doing? I.e. adding an email alias, configuring a site, creating a database, etc? 2) What services above and beyond included backups and port monitoring would you expect to see offered? 3) Do you believe managed services should be root-restricted? I.e. that the customer should no longer have the ability to do the kind of damage a root-login grants?
Posted by Tina J, 05-22-2006, 07:58 PM
1. The only servers we offer are fully managed cPanel - and we're doing quite well. Just because the server comes with a control panel doesn't mean that server management services are obsolete. 2. The same kind of server management that you would handle for one of your own shared servers. Basically, a fully managed server should be just like one giant reseller account...on one server, for one customer. 3. Absolutely root-restricted. If a customer wants root, they don't want a true managed solution and should just pay per incident for server admin services. --Tina
Posted by RyanD, 05-22-2006, 08:10 PM
Well put, #3 is the big one
Posted by MonkeyBlast, 05-23-2006, 12:11 AM
In regards to #3... My server host offers managed services WITH root access available. HOWEVER, it's requested by them to leave the password the same, don't mess with something you don't know anything about, and they won't punish you for it... and if you do, they charge you, regardless of dispute... because they warned you. It's not as harsh as it sounds, because they pretty much manage everything... from security to updates... and I don't mess with things I don't know anything about. Plus, the owner is normally on AIM often, so if there's a problem I just AIM her really quick, boom.. problem answered. P.S. The price of the managed service is included in the server price I assume.. because it's not attached as.. "extra".
Posted by hamishrp, 05-25-2006, 12:41 PM
I have a managed web server with cpanel. Why? Well I'm not a web host; i'm maintaining a single website on the machine. So i don;t have a massive amount of technical knowledge. The support I get from my provider, ServINT, means I can email them with stupid and complicated questions. And I expect them to try and help me each time I email them. So far this has been the case. 1) With cpanel I have needed support. There have been about 10 things that i wouldn't have known how to go about fixing (and they certainly were not fixed through WHM - they were deep rooted problems). 2) When i was choosing a host I was looking for a fully managed solution. So beyond monitoring ports and helping with backups, they provide me with REALLY fast support by phone and email, and help maintaining the whole server environment (not 3rd party software). 3) I have full root access, and I like that alot. I would be surprised to be given anythign else. I like being able to control everything, and to learn how to manage parts of my web server. I think by having root access I actually can do things faster; rather than having to call just to change something minor, i can do it myself easily. Then again, if one has very little web experience and simply needs a managed server because your site is very popular, then maybe root access is not the best idea; you'd be more likely to make a mistake than not. BY having root access i think i spend less time with the support team and more time getting on with what I want to do. But I like have the support there (and very fast) for when i need it. ... I guess I had the budget for a completely managed service. And not everyone will want that. I think if you are going to provide a managed service you might either do fully managed or basic management. Where either can come with root on request.
Posted by warp2cris, 05-29-2006, 11:11 PM
EzziDotNet, nice to hear of Ezzi again. John is still there? all my best to him, he saved me and a lot of clients once 1. CPanel does not mean the server is managed too, as some people may think. it is easy to use, adding users with few clicks but this is not all. so definately, management should be in your mind for CPanel servers too. 2. backup, port monitor, graphs, reset from web mainly. then KVM over IP at request, service restart, problem fix.. someone may add here maybe... 3. yes and no. if the client is good-will person he will try to not touch things he does no know. but if is like me, trying to get his nose everywhere then, worst, blaming you, then God have mercy. he will throw mud on you and such. a good documentation of all things done and a database with files/size/change date will help, but maybe is too much trouble. in fact, I dont understand if someone pays managed why he would need the root pass? or, let him have it but not login just if critical
Posted by Nature-Talk, 06-01-2006, 01:22 PM
Tina, thank you so much for inventing the Internet! Wow, this is so obvious, and yet so many hosting companies simply can't get their minds around this concept. Well done Tina, a clear mind is a wonderful thing to observe. The minority of companies that bother to define what they mean by managed hosting usually do so by listing all the things they will do as part of managing the server. Which sounds logical except... The very people who need managed hosting have _no idea_ what the ding dong the hosting company is talking about. Introducing all these concepts accomplishes nothing except raising the worry level in the non-Unix webmaster. The info the prospect needs is what _ISN'T_ included in managed hosting, or in other words, what do I need to do or learn to have my own server? It's a very logical question! The kind of person who needs managed hosting is hoping for a simple answer to a simple question. QUESTION: What do I need to learn to have my own server, beyond what I do inside my shared hosting account, or my VPS? BEST ANSWER: Nothing. You just need to pay us more, that's all. If you really want to get in to the managed hosting game I suggest you make it overwhelmingly clear on your site that: "If you can operate a shared hosting account, you can operate a dedicated server with us too." The number of people who don't know Unix, and don't want to know Unix, far out number those who do know Unix. Good luck!