Support and SLA Policy
Published: 15.05.2024 (v24.05.15)
Ticket Response Policy
We provide support for technical issues, sales inquiries, and billing concerns. Our billing department has limited hours of operation. We aim to respond to all tickets within 24 hours, barring any technical obstacles or delays provided our staff is available. On average, our initial response to a ticket is 30 minutes*. Please note that some unique cases may take longer to resolve.
To ensure the best possible support experience, please include detailed information about your issue when submitting a ticket. This helps us to address your concerns more efficiently.
We accept your questions, tickets, and issues via email and our website's ticketing system. You can open a ticket through your profile or by clicking "Contact Us" in the header. The relevant email addresses are:
- Billing/Sales Department: [email protected]
- Technical Department: [email protected]
- Critical Department: [email protected]
These email addresses can also be found in the footer of our website. Once you send an email, a ticket will be created automatically on our website within a few minutes, and you will receive an email confirmation that the ticket has been created.
Please note that the billing/sales department hours are limited. You can learn more about these hours here.
Technical and critical support is only for existing customers with at least one active service. Every other ticket will be ignored and closed without any reply or feedback from our side.
*This data was collected and calculated over the past six months.
Service Level Agreement (SLA)
- Network Uptime: 99.95%
- Power Availability: 99.99%
- Hardware Swap:
- If the server is unreachable, we will replace the hardware within 48 hours.
- If the server is functional and the replacement does not impact its operation, the swap may take up to 5 calendar days.
Service Standards
- 24/7 Support: Our technical support team is available 24/7 to assist with any issues or inquiries.
- Proactive Monitoring: We continuously monitor our network and servers to ensure optimal performance and address potential issues before they affect your service.
- Security: We implement advanced security measures to protect your data and ensure the integrity of our services.
- Scalability: Our services are designed to scale with your needs, providing flexible solutions whether you need dedicated servers, VPS, or seedboxes.
- Data Responsibility: While we use redundancy on our VPS plans, we are not responsible for customer data. Customers should take care of their own data and backups, as redundancy may still fail.
We are committed to providing reliable and prompt support to ensure the smooth operation of your services. Our goal is to exceed your expectations and deliver a high-quality experience.
