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Technical support

Technical support
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Managed services

 

Technical support is one of the key elements of our service.  No matter how skilled your IT staff is, you are not in the business of maintaining servers, virtual machines, and hosting platforms. MIRhosting's professional and experienced team is always ready to help with all sorts of technical questions so that the customers can focus on their tasks. MIRhosting specializes in cloud platform and web-hosting support and provides services 24x7x365. Our staff has deep technical knowledge of docker-containers technology and provides extensive support of servers, databases, applications, coding languages and load balancing.   

 

We offer 3 levels of managed services - from basic to extended customer needs.

 

TIER 1

 

Tier 1 is a combination of basic services needed to keep your platform stable and in a working condition. This level is provided by default and is offered free of charge.

 

  • uptime guarantee on network connectivity - 99.90% per month,
  • uptime guarantee on managed cloud servers - 99.90% per month,
  • SLA credit: 5% of the monthly bill for each of 0.10% of downtime, up to 30% of the monthly bill,
  • data backups (7 days data retention),
  • ticket response time - up to 4 hours.

 

Price: free of charge

 

One time data restore - 10 EURO per container

 

TIER 2

 

  • Uptime guarantee on network connectivity - 99.95% per month,
  • uptime guarantee on managed cloud servers - 99.95% per month,
  • SLA credit: 5% of the monthly bill for each 0.10% of downtime, up to 80% of the monthly bill,
  • SLA credit: 80% of the monthly bill for the previous month for each container data loss or data corruption (data inaccessible partially or fully),
  • ticket response - 1 hour (24х7х365).

 

2 work hours to address service requests (15 minutes incremental) - monitoring incidents' actions  are not included.

DR data backup - daily backup with 14 days retention from the last back up.

Basic monitoring (container "on/off" check), monitoring incidents reaction - 15 minutes.

Basic consulting (cloud consulting, cloud set up and best practices).

 

Price: 15 EUR per month per environment.

 

TIER 3

 

  • Uptime guarantee on network connectivity - 100% per month,
  • uptime guarantee on managed cloud servers - 100% per month,
  • SLA credit: 5% of the monthly bill for each 0.10% of downtime, up to 100% of the monthly bill,
  • SLA credit: 500% of the monthly bill for the previous month for each container data loss or data corruption (data inaccessible partially or fully),
  • Priority ticket response - 1 hour (24/7/365).

 

5 work hours to address service requests (15 minutes increment) - monitoring incidents actions are not included.

DR data backup - customer driven backup policy (i.e. running hourly backups) with 30 days retention from the last backup.

Architecture consulting (design and implementation of custom and non-standard solutions for the customer).

Extended monitoring (local checkups, including customer determined present checks), monitoring incident reaction - 15 minutes.

 

Price: 100 EUR per month per environment.