Server management
Server management services keep your server running once it is delivered: someone answers when it breaks, a failed part is replaced against a written deadline, and the operating system goes back on whenever you ask. At Primcast the Basic tier comes free with every dedicated server, and four paid tiers make each of those faster.
You keep root and the control panel. We look after the hardware, the network and the phone call at three in the morning.
01Included
This is the Basic tier. It is on your server from the day it is delivered, and it costs nothing.
Free monitoring
Turn on free monitoring from your control panel and an outage reaches your inbox without you having to notice it first. It runs on a small agent that new installs already carry. The agent opens no port, takes no commands and sends us only the boot time, uptime, hostname and operating system name.
OS reloads
Pick an image in the control panel and the reinstall runs unattended, with no ticket and no charge. Blade and rack servers offer up to 33 operating systems; Moonshot cartridges offer fewer, and the panel only lists the ones your machine can run.
Hardware replacement
If a drive, power supply or memory module fails, tell us by phone or live chat and the clock starts. On Basic the part is replaced within 24 hours. Run late and you are owed credit on your next invoice, on the schedule printed on our support page.
24/7 support
Live chat is answered in seconds by our AI assistant, which can look at your account and your server while you talk. If you would rather talk to a person, say so and one joins the chat. The phone line, +1-646-213-0346, is answered around the clock, and tickets and email are open on every tier.
02Managed tiers
Each paid tier answers sooner, replaces parts faster and checks the switch port your server is plugged into, so a firewall on the server cannot hide an outage from us. On blade and rack servers the paid tiers run from $19 to $99 a month. Moonshot cartridges cost less, and the configurator shows the exact price for the machine you choose.
| Tier | We answer within | Part replaced within | Port checked every | Hardware alerts | Your own monitors | Per month |
|---|---|---|---|---|---|---|
| Basic24x7x12 | 12h | 24h | — | — | — | $0 |
| Bronze24x7x4 | 4h | 4h | 5m | ✓ | 5 / 5m | $19 |
| Silver24x7x2 | 2h | 3h | 2m | ✓ | 10 / 2m | $39 |
| Gold24x7x1 | 1h | 2h | 1m | ✓ | 20 / 1m | $69 |
| Platinum24x7x1/2 | 30m | 2h | 30s | ✓ | 50 / 30s | $99 |
Your own monitors check a website, a port or any public address as often as your tier allows. You set them up on the Alerts page of the control panel. Our smallest cartridge sells Basic plus a low-cost monitoring add-on instead of these tiers.
03Try it
On the left is the control panel our customers use, running against a sample machine. On the right is what our side records while you press things. Nothing you do here reaches a real server, but every button is the real one.
The sample panel did not load just now. Ask us in live chat and we will walk you through the real one.
Nothing to report. That is the usual state of a managed server. Press something on the left and this log fills in.
This is a demonstration with sample data. The addresses and hardware in the log belong to a pretend machine, and no real server can be reached from this page.
04Out-of-band access
Blade and rack servers, and two of our Moonshot cartridge models, carry their own management controller: HPE machines carry iLO, Dell machines iDRAC and Supermicro machines a BMC. It keeps working when the operating system does not, and you are not locked out of it. Our other cartridges are switched on and off through the chassis instead, so the panel offers a console only where the controller can provide one.
Power, reinstall and console, with each controller's quirks already handled for you. This is what you pressed above.
Add your own account on the controller from the panel with Add credential, so reaching your hardware never waits on us.
Publish the controller on a port you can reach with Create proxy mapping, then drive it with whatever you already use.
What answers depends on the controller in your machine, and an older iLO does less than a current one. The panel checks before it shows you a button.
05Scope
We will look at anything you bring us and try to help. A few jobs sit outside the managed service, and it is fairer to say so before you order.
06Questions
Server management services cover keeping a server healthy after delivery: answering when something goes wrong, replacing failed hardware, reinstalling the operating system and watching for outages. With Primcast all four are part of the free Basic tier, and the paid tiers shorten the response and replacement windows and add closer monitoring.
Yes. Every dedicated server comes with the Basic tier at no charge: we answer within 12 hours and replace a failed part within 24 hours. Phone, live chat, tickets and email are included on every tier and never metered.
The server's own price plus the tier you pick, and Basic adds nothing. On blade and rack servers the paid tiers cost from $19 to $99 a month. Moonshot cartridges sit in a cheaper band, and the configurator shows the figure for your machine before you pay.
Yes, on every tier. Free monitoring emails you when your server stops answering, once you turn it on in the control panel. The paid tiers also check your switch port on a fixed interval, add hardware alerts from the management controller, let you keep monitors of your own, and from Silver up catch an operating system that has frozen.
Yes. Our AI assistant answers live chat in seconds at any hour and can check your account and your server; a person takes over whenever you ask. The support phone line, +1-646-213-0346, is answered day and night, weekends included.
Tell us by phone or live chat and the replacement clock starts. The part is swapped within your tier's window, and if we run past it you are owed a credit on your next invoice that grows the longer we run late. The full schedule is on our support page.
Yes. You keep full root or Administrator access and reinstall from the control panel whenever you like. On blade and rack servers you can also add your own login to the management controller and reach it from your own tools.
We may decline custom third-party applications and scripts, unsupported cPanel add-ons, customized code, the administration of custom databases, DNS changes at your registrar and FFmpeg administration. Anything else is ordinary support and is included.
On blade and rack servers and two of our cartridge models, yes: add your own account on the controller from the control panel, or publish it on a port you can reach. Most Moonshot cartridges have no console controller of their own and are powered on and off through the chassis instead.
Next step
Choose a ready server or build your own, add a paid tier at checkout if you want a shorter clock, and talk to us whenever you need to.