We run a 24/7 365 service, with our phones manned from 8am to 6pm week days – and a 24/7 oncall number for those unforeseen out of hours requirements. Our staff are here to help you with your IT support or project requirements.
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|