We feel that it is important that to provide our customers with a matrix that outlines what type of support is exactly available throughout the course of a typical work week. While our helpdesk is staffed 24x7, we are a relatively small company and we do not have senior engineers available on a 24x7 basis.
It is our hope that you will be able to use this chart to gauge the type of support that is available so that you will be able to know when to expect a response.

Below, find our team availability for various support levels, as well as our schedule for on-site staff. Please note that all times are in MST/MDT.

Windows Hosting Support

Tier I / II Issues:
- 24x7 Support

Tier III+ Issues:

Day	Time
Monday	8:00AM - 5:00PM
Tuesday	8:00AM - 5:00PM
Wednesday	8:00AM - 5:00PM
Thursday	8:00AM - 5:00PM
Friday	8:00AM - 5:00PM
Saturday	on-call only
Sunday	on-call only

 

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Linux Hosting Support

Tier I / II Issues:
- 24x7 Support

Tier III+ Issues:

Day	Time
Monday	10:00AM - 10:00PM
Tuesday	10:00AM - 10:00PM
Wednesday	10:00AM - 10:00PM
Thursday	10:00AM - 10:00PM
Friday	10:00AM - 10:00PM
Saturday	on-call only
Sunday	on-call only

 

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Onsite Staff

Day	Time
Monday	24-hours
Tuesday	24-hours
Wednesday	24-hours
Thursday	24-hours
Friday	24-hours
Saturday	24-hours
Sunday	24-hours

 

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Business critical / emergency issues are responded to 24x7 by senior members of our team. Please review the options for obtaining this level of support.

Outside of the hours that we have staff on-site, the following services are provided at no cost on a 24x7 basis.

Keep in mind that after hours, response time for these services will typically be 30-60 minutes after you initiate a critical support request:

• Manual Reboot Requests (Dedicated / Colocated Customers)
• KVM over IP hookup (Dedicated / Colocated Customers)
• Response to hardware failures (Dedicated Customers ONLY)

Outside of the hours that we have staff on-site, charges of up to $175/hr including travel time may apply for the following issues:

• Server unavailable due to customer misconfiguration (firewall, networking, etc)
• OS Reload request due to customer misconfiguration
• Hardware related issues for colocated customers
• Any other type of work NOT noted as being free