Knowledgebase: Obtaining Support
Support Team Availability
Posted by Jay Sudowski (Import), Last modified by on 02 March 2009 07:06 PM

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

 


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

 


 

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

 


 

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
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