Maintenance

In Department: Policy Services Terms

Policy relating to Pipe Ten’s maintenance services. Last changed: 2025/01/07 by Carl Heaton

How to view service notices

In Department: General

Pipe Ten publishes service notices to keep customers informed about planned maintenance, platform changes and unexpected service issues. If you are experiencing problems, it is recommended that you check service notices before raising a support ticket. Enterprise Support Service Notices Enterprise customers should view service notices from within the whm.pipe.co portal after logging in. You […]

Terms of Service

In Department: Policy Company Policy

Introduction These Terms of Service govern the provision of Services and Products by Pipe Ten to the Customer. They set out the rights and obligations of each Party and form part of the Contract. The Customer should read these Terms of Service carefully before placing any order. Formation of Contract The Contract between Pipe Ten […]

Software Update Policy (SUP)

In Department: Policy Services Terms Maintenance

Background This document outlines the policy of patching and updating in place within different Pipe Ten services and service levels. This Patching Policy forms part of the overall Information Security Policy. Outdated software can contain instability, vulnerability, no longer qualify for support and otherwise is not indicative of a secure IT environment. It is necessary […]

How do I view Service Notices?

In Department: WHM

A guide showing where you can view our service notices.

Security

In Department: Policy Services Terms

Overview In accordance with mandated organisational security requirements set forth and approved by management, Pipe Ten has established a formal set of information security policy and supporting procedures. This comprehensive policy document is to be implemented immediately along with all relevant and applicable procedures. Additionally, this policy is to be evaluated on a yearly basis […]

x Service (Local Cloud) Policy

In Department: Policy Legacy

Overview Pipe Ten’s “x” Service provides access to a self-service virtualisation platform hosted on infrastructure owned by Pipe Ten. The infrastructure is securely shared across multiple customers and can hosted across Pipe Ten’s different data centres which provide physical security and resilient power and cooling. Pipe Ten manage the infrastructure up to the Hypervisor and […]

Service Level (SLA)

In Department: Policy Company Policy

Overview This Service Level Agreement (SLA) is designed to meets the needs of customers while reinforcing Pipe Ten’s commitment to providing customers with the best possible service. The Schedule outlines what levels of service can be expected and the Remedies outline Pipe Ten’s guaranteed response rate and illustrate what credit a customer is eligible for […]

Expertise

In Department: Policy Services Terms

Expertise related policy for when Pipe Ten's staff member's perform work at request of a customer.