We understand that when it comes to web hosting, the image, and, in many cases, the service delivery of your business or your client’s business is on the line. So, when you need help, you need it now.
Our support service offerings are split into three levels which reflect the typical user requirements for various hosting services. For cPanel hosting we provide business hours support; for the higher end VPS and custom hosting solutions, we provide 24 x 7 on-call support and an optional Service Level Agreement (SLA) where applicable.
SLAs are commonly implemented for sites of a business-critical nature. The service matrix below indicates the typical items that would be included in an SLA. However, please note that each SLA is negotiated individually and customised to the specific requirements of the client and their site.
|Support Service||cPanel||VPS and Custom||Service Level Agreement|
|Business hours support (8:00am – 6:00pm)|
|24 x 7 on call support|
|Maintain the underlying hardware and network stack|
|User credentials and management|
|Operating system security setup|
|Operating system patching|
|Any other support items as agreed|
|Other support chargeable at usual hourly rates|