VPS Support Policy
Standard support is designed for Virtual Private Server (VPS) clients who are self-sufficient in managing a dedicated server. Included at no additional cost with your VPS account is our standard support to assure the server and infrastructure availability you expect from a provider. Standard support covers systems and infrastructure that is exclusively managed by our support and operations staff and is outside of customer control. Example issues eligible for free standard support include a reboot, a networking problem, or a hardware failure.
You retain control and responsibility for the management of the VPS system, server software and applications. Upgrades are at your option, responsibility and control.
A backup of your VPS should always be performed before attempting installations, updates or modifications. In the event of a failed or aborted change that results in damage to your VPS, a restoration from your backup can be performed at your discretion without incurring fees. Restoration without your own backup of your VPS is not guaranteed or implied.
Support requests may be submitted via telephone or a Support Ticket through your control. Urgent system down issues should always be reported via telephone for quickest resolution. Support Tickets will generally be responded to in less than 24 hours. Please visit the support home page for telephone and email contact details.
Support requests must always be initiated by customer personnel who have systems access and the required knowledge to administer your VPS implementation.
Our VPS Support team is available to help 24/7, Monday through Sunday.