Quick answer: Cloud2Y services are unmanaged by default: support keeps the infrastructure (network, hardware, virtualization) healthy and helps with platform questions, while OS administration, software setup and application debugging are the customer's job. Where an assisted service exists (like free migration help), it is stated explicitly.
Overview
"Unmanaged" is what makes VPS and dedicated pricing efficient — you are not paying for a sysadmin team you may not need. In practice the boundary is: everything up to the virtual (or physical) machine boundary is Cloud2Y; everything inside it is you. The Knowledgebase exists to make the customer side easier, with step-by-step guides for common tasks.
Before you start
- Assess your skills honestly: if SSH and package updates sound alien, plan for a control panel or an administrator.
- Check what support will help with (below) before opening tickets about application code.
- Agencies managing client servers carry the admin role for their clients.
Step-by-step guide
Who does what:
- Cloud2Y handles: network availability, host hardware, virtualization layer, KVM Console access, provisioning, reinstall options, IP/PTR management, billing — plus advice on platform-level questions.
- Customer handles: OS updates and configuration, web/mail/database software, application code, SSL on the server, firewalling, monitoring, security and backups.
- Assisted extras: free website migration help is available via ticket; scope confirmed per case.
- Grey zone questions (is it the host or my OS?) are fair game for a ticket — support will confirm which side the problem is on.
Common issues
- Expecting app debugging: support will confirm the platform is healthy but will not fix your PHP code or plugin conflicts.
- Lost server access: that IS supported — the KVM Console and reinstall paths are platform features.
- Security incidents: cleanup is the customer's task (see responsibility split), but support helps with reinstall, rescue access and abuse-notice context.
When to contact support
Always contact support for suspected hardware/network issues, provisioning problems, billing, IP/PTR requests and migration help. For OS-level tasks, start with the Knowledgebase guides — and if you get stuck determining whose side an issue is on, ask.
Frequently asked questions
Are Cloud2Y servers managed or unmanaged?
Unmanaged by default: Cloud2Y operates the network, hardware and virtualization, while OS administration and application issues are yours. Assisted extras like free migration are stated explicitly.
Will support help me debug my website code?
No — application code, plugin conflicts and CMS internals are outside the scope. Support will confirm the platform side is healthy and point you to the relevant Knowledgebase guides.
What if I cannot tell whether a problem is mine or the platform?
Open a ticket with the symptoms and what you checked. Determining which side of the boundary an issue sits on is a normal, supported request and settles the next steps quickly.
Related articles
- Security responsibilities: Cloud2Y vs customer
- SLA overview
- Customer responsibility for VPS security
- Data backup responsibility
Need a hand? Contact Cloud2Y support →
