SLA
SLA
Our support team provides multi-tier assistance to ensure all customer requests are addressed according to their complexity and urgency.
The SLA represents the maximum response time for each support level.
Support Levels and Response Times
| Support Level | Availability | First Response | Business Hours Resolution Time | After Hours Resolution Time | Weekends Resolution Time | Scope |
|---|---|---|---|---|---|---|
| Urgent (Paid) | 24/7 | 5 minutes | 15-60 minutes | 15-60 minutes | 15-60 minutes | Critical escalated issues, immediate resolution required |
| Level 1 | 24/7 | 5-15 minutes | Up to 30 minutes | Up to 30 minutes | Up to 30 minutes | Basic technical support, general inquiries, common issues |
| Level 2 | Per schedule | 5-15 minutes | 1-2 hours | 6-8 hours | Up to 12 hours | Complex technical issues, configuration problems, advanced troubleshooting |
| Level 3 | Per schedule | 5-15 minutes | Up to 12 hours | 12-24 hours | 24-48 hours | Critical infrastructure issues, escalated problems, engineering-level support |
| Datacenter Support | Per schedule | 5-15 minutes | 1-2 hours | 4-8 hours* | 8-10 hours* | Physical hardware interventions, on-site datacenter operations |
Business Hours: Monday-Friday, 9 AM - 6 PM
After Hours: Monday-Friday, 6 PM - 9 AM
Weekends: Saturday and Sunday
*Datacenter Support after hours and weekend response times may vary depending on location
Examples by Support Level
Below are examples of how we classify requests by support level. This list is not exhaustive.
Urgent Ticket Examples (Paid Service)
- Complete service outage affecting production
- Critical security incidents
- Business-critical issues requiring immediate attention
- Escalated priority support
Level 1 Examples
- General questions and inquiries
- Basic connectivity issues
- Service status inquiries
- Basic configuration guidance
Level 2 Examples
- OS reinstallations
- IPMI access and configuration
- Network routing issues
- Performance optimization
- Advanced configuration problems
- DDoS profile adjustments
Level 3 Examples
- Major service outages
- Critical infrastructure failures
- Core network problems
- Complex architectural changes
- Complex anti-DDoS adjustments
Datacenter Support Examples
- Hardware replacement and repairs
- Physical server reboots
- On-site diagnostics and interventions
- Hardware upgrades and installations