Quick answer: Cloud2Y dedicated servers are unmanaged: Cloud2Y is responsible for the hardware, network, power and physical environment; you are responsible for the operating system, software, data and backups. Failed hardware is replaced at no cost; OS-level administration is yours (or available as assistance per agreement via ticket).
Overview
Clear boundaries make incidents faster to resolve: you immediately know whose move it is. This page describes the standard support scope for dedicated servers; the commercial SLA terms for your contract are stated in your service agreement — ask support for the current document if you need the formal text.
Cloud2Y's side
- Hardware: server components — diagnostics and replacement of failed parts (how to request diagnostics).
- Network: connectivity, port capacity, routing, IP assignment and PTR records.
- Facility: power, cooling, physical security in Kyiv, Lviv, Amsterdam and Singapore data centers.
- Provisioning & physical operations: OS installs on request, remote hands, maintenance notifications.
Customer's side
- Operating system: updates, security patches, configuration.
- Software: web servers, databases, applications and their performance.
- Security: firewall, access control, responding to compromises.
- Data & backups: RAID is not a backup — off-server backups are your responsibility.
How incidents are split in practice
- Server unreachable, hardware/network suspected: open a ticket — we check the physical and network layer.
- Server up, application down: that is OS/software territory — your side, though support may point you at evidence (e.g. console output).
- Disk failed in RAID: we replace the disk; you watch the rebuild and your data integrity.
Common issues
- Expecting managed-hosting service on an unmanaged plan: OS administration is not included by default — ask about assistance options if you need them.
- No backups because "RAID protects me": it does not protect against deletion, ransomware or human error.
- Reporting app issues as hardware: include logs — misrouted tickets take longer.
When to contact support
Anything on Cloud2Y's side of the line above, formal SLA/contract questions, and maintenance-window coordination. Response comes via the ticket system — see how to contact support.
Frequently asked questions
What does "unmanaged" mean exactly?
Unmanaged means Cloud2Y runs the hardware, network and facility, while the operating system, software, security and backups on the server are managed entirely by you.
Who fixes a failed disk?
Cloud2Y replaces the failed physical disk free of charge. You watch the RAID rebuild afterwards and verify the integrity of your data once the array is healthy again.
Where are the formal SLA terms?
The formal SLA terms are stated in your service agreement. Ask support for the current document via ticket if you need the exact contractual text for your services.
Related articles
- How to request hardware diagnostics
- How to request remote hands support
- Dedicated server acceptable use policy
- How to contact Cloud2Y support
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