Hosting Support Levels

We understand how important your business is and as such, have always sought to deliver quick, effective and knowledgeable support.

Ours is a one-on-one, fast-response support channel that is staffed with experienced support engineers. Each one of us here has made it a mission to give his/her best at whenever you need us.

Our support crew is available 24 hours a day, 7 days a week, 365 days a year to serve our customers. And we keep adding specialized teams of experts to support your hosting environment and the infrastructure that supports it.

Our shared hosting customers except those on free hosting will always expect:

  • a 24 x 7 x 365 support via live chat or email. *Fair usage applies
  • one-on-one responses to account and billing questions
  • documentation, whitepapers, and best-practice guides
  • best effort support for third-party softwares

 
tier level scope of support short description monthly cost (US$)
tier I self-management support for hardware, network and virtualization layers only. 0.00
tier II core management complete support of the base operating system as well as Apache, MySQL/MariaDB and PHP. Proactive service restoration is provided. 47.50
tier III full management support for cPanel, Softaculous, Kernelcare as well as complete support of base operating system and all cPanel services. Proactive service restoration is provided. 97.50

 

However, we extend this further taking into consideration that every customer is unique have carved out 3 kinds of support for you.

Below is a full explanation level of support where we assume the responsibility of deploying, maintaining and monitoring the data centers, the network, the server and other devices while you retain full control of your operating systems and applications. This balance of responsibilities allows for levels of security, scalability, and uptime that far exceed other support options.

Service typically includes: Dedicated devices, advanced monitoring, load balancing, managed security, data storage, managed backup, premium bandwidth, service level guarantees and industry-leading technical expertise.

Tier III Support

Full, unrestricted support for customers within this realm.

  • 24x7x365 Phone, Email and Live chat Support
  • Level 3 Technicians
  • Personal Account Manager
  • System Level Health Monitoring and Graphing
  • 99.995% uptime SLA on these items
  • Installation and Full Support of Core Software Package
  • Core Operating System Updates & Patches
  • Security Enhancements
  • Full Web Server Support including Apache (Linux)
  • 50 Minute Initial Response Time Guarantee
  • 59 Second Phone/Chat Initial Response Time Guarantee
  • Proactive Response & Restoration of Monitoring Events
  • Firewall Configuration
  • Free Migrations
  • Best Effort Third Party Application Support
  • Full Control Panel Support
  • Control Panel Updates and Patches
  • Assistance when installing, configuring and managing web server software (Apache, nginx)
  • Installation and configuration of programming languages (including Perl, PHP, Python, Ruby)
  • Data backup and restores assistance
  • Peer Support Forum
  • Knowledgebase Access

Tier II Support

Access to this realm is a bit similar to the above but lies somewhere between Tier III Full Managed Support and Tier I Autonomous Support.

  • 24x7x365 Email and Live chat Support
  • Level 2 Engineers (can be escalated if needed)
  • System Level Health Monitoring and Graphing
  • 99.995% uptime SLA on these items
  • Installation of Core Software Package
  • Core Operating System Updates & Patches
  • Security Enhancements
  • Full Web Server Support including Apache (Linux)
  • 120 Minute Initial Response Time Guarantee
  • 59 Second Phone/Chat Initial Response Time Guarantee
  • Proactive Response & Restoration of Monitoring Events
  • Limited Free Migrations
  • Full Control Panel Support
  • Control Panel Updates and Patches
  • Data backup and restores assistance
  • Peer Support Forum
  • Knowledgebase Access

Tier I Support

Basic initial support level since the owner of the application, server or device is responsible for its maintenance and other things.

  • 24x7x365 Email Support
  • Level 1 Engineers (can be escalated if needed)
  • Basic Health Monitoring and Graphing
  • 99.995% uptime SLA
  • Core Operating System Updates & Patches
  • Security Enhancements
  • 120 Minute Initial Response Time Guarantee
  • 59 Second Phone/Chat Initial Response Time Guarantee
  • Basic Response of Monitoring Events
  • Full Control Panel Support
  • Control Panel Updates and Patches
  • Peer Support Forum
  • Knowledgebase Access

Best-Effort Support

Best-effort support means the kind of support that is provided as a courtesy to our customers and expected result or outcome not guaranteed. In a best-effort support, a customer may obtain unspecified variable and delivery time, depending on current support load.

This kind of support often fall on products, applications and 3rd party software that is not explicitly covered under the customer's management contract. Best Effort support means that when possible our technicians will do their best to help support our customers but do not guarantee that the eventual result is what we or our customer expects. No warranties or guarantees are provided on Best Effort Support.