Typically, with fully managed services you are not given root access to your service as it's our job to take care of everything admin related.
There is little need to access your server yourself but should you ever need to do so, we have special requirements that must all be met:
Once your information has been submitted and your services have been checked to ensure they're running properly, we will revoke root access and then resume monitoring.
This additional overhead requires time and manpower and as such we make a charge of £45 per event.
If any changes result in unintended consequences (e.g. time is spent working out why something isn't working as it should be, we need to deviate from our regular procedures, use alternative software, or documentation isn't clear on what changed/how it changed/why it changed), we reserve the right to charge for additional time required to solve the issue.
Any support tickets raised during this period or as a result of your access to the server will be chargeable at our standard hourly rate.
To minimise the risk of additional charges, we suggest that you follow these guidelines: