Support hours
The technical support department works 7 days a week, from 6:00 to 23:00 (Kyiv time). Additional processing time limits may apply to certain types of requests. Requests created outside working hours are processed on the next working day.
Emergency (requests outside working hours)
Emergency is an urgent request handling service, available 24/7, including outside working hours. Creating one Emergency request costs 20 euro. An Emergency request is guaranteed to be taken into work within 2 hours. Please note: you pay for creating the Emergency request itself, regardless of its content or outcome! Administration services performed under the request are billed separately.
How to contact support
All customer requests must be submitted as a ticket in the ticket system after logging in. Requests on behalf of a customer submitted without logging in are not accepted.
When our staff reply to a ticket, the ticket system sends a notification to the e-mail address in the customer's profile (or the one used to create a guest ticket). However, we cannot guarantee delivery of these notifications if spam filters are used on the recipient's side. You can reply to a ticket via the web interface.
Guaranteed service level (SLA)
We always try to handle incoming requests as quickly as possible. During working hours tickets are usually handled within 15 minutes to a few hours. We also guarantee a service level: every ticket received between 7:00 and 19:00 will be handled (you will get a reply) within 3 working hours of its creation.
Paid services
Our servers do not include administration services. Unmanaged plans assume that you have the skills to maintain the system or your own administrator. Therefore, all work on a customer's VPS is paid, except for:
- fixing problems with the VDS control panel in the client area;
- reinstalling the VPS from another OS template;
- solving network problems not related to VPS settings.
The cost of work is estimated by a manager based on the complexity of the task and the system administrator's time. The base rate is 30 euro per hour of administrator work. The minimum charge for any paid administration request is 15 euro.
How administration services are paid
Before creating a request, the customer must top up their balance with 10 euro. After the request is created, a manager clarifies the details and gives an estimated price; the customer confirms, the request is passed to an administrator, and the customer is informed of the results when the work is complete. If it turns out during the work that the estimate was wrong (the task is more complex, takes more time or requires additional work), the customer will be asked to approve the new price, or the VPS will be returned to the state it was in before the work started. After the work is completed, the customer receives an invoice to be paid within 3 days.
Quality control
If you find the work of our support staff unsatisfactory or disagree with them, ask for the ticket to be passed to a manager, or create a new request with the subject "Complaint — xxxxxx". In the complaint, include the IDs of all tickets you refer to and your arguments: why you believe the staff member is wrong and what you think should be done. Managers always review such requests, and if the facts are confirmed, appropriate action is taken. Please note that we do not accept complaints or discuss technical issues by phone!