Hello friends! Today we will talk about something without which comfortable and productive work in the cloud can not happen - about high-quality technical support. If you've probably already heard about our basic support and server administration , then warranty support is a new support solution that we will introduce you to now.
To begin with, let's take a closer look at what each of the three types of our technical support technician.
Free basic support . This is a free option, in which we do not have access details to the system, and we have no right to interfere with its work. In this case, we maintain the system's operability and advise clients to resolve issues related to the operation of the virtual machine. Well, if our direct intervention is required, there is an option to activate the server administration option both on an ongoing basis and hourly.
Extended support (aka server administration ). With this level of support, our services take the server on a special account to constantly monitor the state of the system. Unlike basic support, here we have access rights to the system, so we can not only advise, but also carry out work to resolve certain issues. As already mentioned, server administration can be activated not only on a monthly basis (from 30 euros / month), but also for several hours (20 euros / hour), if you need one-time help, and not constant monitoring.
Warranty support . This service is relatively new, so it makes sense to dwell on it in more detail. Basically, you get the same level of technical support as when administering servers, but for free. However, there are three prerequisites for this.
A new virtual machine, from which we have never transferred administrator rights to the client.
Only we have administrator rights, the client can use the server only as a user.
A system based on ISPmanager, VestaCP and BitrixVM is installed on the server from our templates, sharpened exclusively for hosting websites, e-mail, domains and files.
What's the point? This is comparable to buying a TV: the manufacturer will repair it for free, but if you decide to fit in with a screwdriver yourself - do not blame me, the further serviceability of the TV is already under your responsibility. Unless, unlike a TV, there is no fixed period of validity of our warranty support, it will be valid exactly as long as we are the only owners of administrator rights.
If you suddenly need all the rights - no question, we will immediately provide them to you. But this will automatically be considered the end of the warranty support. Then you can use either basic or extended technical support.
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