Self-Managed Support Coverage

Ticket support is available 24 hours per day, 7 days per week, 365 days per year.

Anything not listed in the detailed support coverage below will be supported on a best-effort basis.

Please log in to our support portal to open a ticket.

Tickets have two priorities, each with their own SLA. Typically our response is much faster than the advertised SLA! We trust our clients to make correct use of ticket priorities. Logging a billing inquiry as critical for example is inappropriate use of ticket priority.

• Critical: 30 minutes
• Normal: 24 hours

Linux

• Operating System
  • Initial firewall configuration and hardening
  • Initial performance tuning
  • Kernel upgrades
• Web Services
  • Installation of Apache2 HTTPD
  • Installation of nginx HTTPD
• MySQL / MariaDB
  • Installation
  • PHPMyAdmin installation and hardening
  • Troubleshoot startup or connectivity issues
• PostgreSQL
  • Installation
  • Troubleshoot startup or connectivity issues

Windows

• Operating System
  • Initial firewall configuration and hardening
  • Initial performance tuning
  • Microsoft licensing
• Web Services
  • Installation of IIS
• Microsoft SQL Server 2008 R2, 2012, and 2014
  • Installation of SQL Server
  • Microsoft licensing