Detailed Service Description

Email Support

All of the support is provided via email. You will submit requests to and we will track them using internal helpdesk system to provide you with timely response.

Sometimes you don’t need an immediate help but just want to bounce some technical plans or ideas off someone. We will be delighted if you decide to share your vision and ask for our advice. And once all parties are clear on what the next steps should be, our team will help you convert the rough strategy into well-defined implementation steps that we’ll both implement and track for you.

Remote support over SSH

In order to assist with your Linux/Unix requests we will need to obtain remote access. The industry standard for such access is Secure Shell (SSH), so we will need you to add 2 of our SSH public keys to each host you want supported.

One SSH key will be a regular user on your Linux host, another one is ideally a super-user (root) SSH key. We’ll work with your security engineers to make sure keys are managed in the most secure way achievable.

Users and SSH keys management

If you need help with managing your users or SSH keys, we’ll be glad to assist. This service includes not only key creation and deployment but also all sorts of troubleshooting to get key-based (passwordless) SSH working.

Most basic is semi-automated user and SSH keys management, but ideally you need a centralised way to deploy users and keys, for small enough teams this could be one of the configuration management systems like Puppet.

Operating System troubleshooting

Sometimes it’s just not obvious what can possibly be wrong. Your server wouldn’t boot or a recent OS crash needs to be reviewed using logs – we will have a look and give you a summary so that best fix can be agreed.

Many hosting providers allow you to get a remote console for troubleshooting your server when it’s offline. Just forward us the (usually temporary) credentials and connection details for accessing such console and we’ll take over.

Standard OS packages management

Need to install a new OS package for a command line tool or development library? Just throw us a ticket with a list of packages and servers and we’ll get it done. If Tech Stack is supporting multiple servers in your infrastructure, we will review software dependencies and ensure that the resulting package deployment is universally applicable across all the nodes.

Proactive packages/OS software upgrade

Some packages are more critical that others, especially the software that’s serving traffic from a public IP address and port. We’ll document such services during on-boarding of your infrastructure and will upgrade such software packages as a priority every time a critical update is issued.

Documentation for resolved issues

This service includes documenting the timeline and major steps involved in the troubleshooting of each issue we resolve as part of providing support. In addition to the brief comment on the support ticker for an issue, our technical experts will provide a summary of both the issue and the solution that we provided for your documentation purposes.

Runbook documentation for resolved issues

For startups which have in-house support engineers, this service will ensure that each major issue will get a runbook (step by step) procedure documented and tested with members of your team. Next time such an issue occurs your company will get a chance to troubleshoot and resolve it without relying on external support.

Technical stack troubleshooting

Modern infrastructure often uses dozens of open source solutions to provide a particular service. Provided you share initial documentation (or task our team with writing it from scratch), we will readily get involved in troubleshooting complex solutions and solving them across multiple layers of your technical stack.

Sometimes this will mean your tech stack needs an upgrade and that’s where our Tech Stack solutions section will show you what’s possible.

Online support project for your company

Here at Tech Stack we use projects for everything we do. If you decide to go for the support level that includes this option, we’ll create a support project just for your company – this should allow for much tighter integration between our support teams and will provide your company with additional ways for planning and scheduling important tasks for us to collaborate on.

Technical stack design and deployment

Should you need a technical advice or even a complete strategy for designing and building out a technical stack for your service, we’ll gladly participate in technical debates and do the research needed to support your technical team.

Online support project for your Unix host

Think you got so many plans and tasks that one project for your company is just not going to be enough? With this service option you will receive an individual Teamwork project for each host.

You don’t always need this option for each host, so it’s totally cool if you have most of your servers covered by the Essential plan but elect one or two most critical servers to be project managed this way.

Basic scripting and automation

We’ll be the first to suggest an automation when we see a task that’s a good candidate. Why spend time on manual tasks when something can be automated with just a few lines of elegantly written script in Bash, Perl, PHP or Python?

This service also covers more basic automation whereby we’ll assist with configuring crontab and at jobs on your servers for maintenance, monitoring and security audit tasks.

Quarterly performance profiling

That which is measured, improves. To fully support this motto, it’s important that you closely monitor key infrastructure elements even if they are hosted on the same physical server. Performance profiling is one of the ways of confirming the baseline for performance of your solution and our team will expertly carry out such a profiling on a regular basis.

Virtual Lead Member of Technical Staff (LMTS)

Let’s see if this is going to work

Not all the decisions are made overnight and if your technical team needs extra time assessing options and discussing software solutions, it may prove very useful to run every idea by our senior technical support engineers.

Virtual LMTS is an option that will ensure that our technical team is copied on every relevant email within your company (you may need to create an email forwarding address for us). This approach will not only keep our support team in the loop of the changes you’re planning but will also allow your team to get help with researching options and to gain valuable feedback when it comes to Unix and open source.

Discount for mini-projects

There’s always some unplanned work that goes beyond the original scope or a support agreement, and this is when mini-projects become really handy. We’ll capture your requirements, agree on the deliverables and will solve an issue or implement a new feature in a matter of days.

Depending on the support plan for the server that needs a mini-project work, your will receive a discount on the hourly rate we will use for the cost estimation.

Services/infrastructure diagram

They say a picture is worth a thousand words, so why not avail of the opportunity to get your infrastructure and service flows documented and captured in a multi-layered Visio diagram? We’ll work with your technical team to capture hostnames, IP addresses, storage and any other dependencies for each of the hosts that we support for your company. We’ll include as much of relevant infrastructure elements as we can and will even share Visio files with you.

Unix host health-check on registration

It never hurts to find our exactly how good of a shape your Unix/Linux hosts is in, so with this service we will do a comprehensive review of your setup to identify the steps and changes that will result in most improvements to your infrastructure.

We will assess performance and double-check your main infrastructure design elements just in case your server could do with improvements.

Security health-check on registration

Assessing and maintaining your server’s security should really be an on-going and never-ending process. This support option will give you a good start because we’ll review all the services running on your system and confirm ways to make your setup even more secure.

Build/Runbook documentation upon request

Reviewing your server and thoroughly documenting all the services and maintenance tasks will be a powerful start to our support arrangement. Members of the Tech Stack team will list all the services along with open source software and version numbers that will help us provide support and plan improvements to your solution.

This service is especially useful if you do not have a full time support personnel and your company needs technical assistance with recognising all the infrastructure dependencies and capturing your current setup.