Section 1

Standard Support Services

Basic Services Included With All Plans

• Availability - 24/7
• Unlimited Helpdesk Ticket Support - Please see section 3 below before you submit a support ticket
• 24/7 Security Scanning - If we find malware or anykind of serious security issues on your server (we will repair them). If there are any malicious scripts or files on your site we will let you know. It's up to you to remove them.
• Support Levels - L1, L2 and L3
• Average Response Time - 30min.
• Average Time To Resolution - 8hrs.
• Certified Engineers - Yes
• Server Administration - Yes
• Cloud Administration - Yes
• Virtualization Administration Yes
• Control Panel Administration - Yes
• Server Setup Yes
• Server Update -Yes
• Server Hardening - Yes
• Server Optimization - Yes
• Server Migration - Yes
• Reboots - Yes
• Managing Server Systems - mail, Apache, CLoudLinux, VMware, PHP, Mail - Yes

Section 2

Support Services - Not Normally Included

What We Normally Don't Support

• Third Party Software - any web app developed by your web developer, software you install through Softaculous or any other third party similar software. We can try but normally you're better off to seek support from the third party software developers.
• Wordpress - We support Wordpress on the most basic level and if we can help you we most certainly will. We do have a speciailized Wordpress Support Option available at an additional $40 USD which can be added on the order page.
• Installation Of Third Party Scripts - Many purchased scripts require installation at the command line level. If you have a dedicated VM Cloud Server you can access your command line or the vendor of the software may be able to assist you. If not please complete our contact form from the main menu and we will get back to you

Section 3

Helping Our Support Team

How To Help Our Support Team

On our support page we provide a link to a page titled "things you can do before contacting support". It will help you and us both if our support team is able to quickly identify the issue, which can result in a quicker resolution. Thank you.