Last Revision: 12th of March 2022
Latest change: Added passthrough SLA definitions.
We've included brief snippets to assist you to understand what each section is about because no one loves reading this stuff. Even if this is only a remark, you should still read the entire article because the Terms are legally binding and these snippets should only serve as an assistance.
Thank you for entrusting your hosting needs to SimpliServers. We cannot thank you enough!
We believe that our customers are the experts in their fields. This agreement is not legally enforceable, and it may be modified at any moment to reflect pattern changes in our customers' needs. Please do not hesitate to contact us if you have any concerns or require assistance; we are here to help you, the best customers.
We provide our customers with extensive amounts of self-serve resources, such as video guides, knowledgebase articles, software tutorials, blog posts, FAQs and more. We also have an active Discord community full of people just like you who is ready to provide you with the advice you need.
We understand, however, that sometimes support requests cannot be solved by the self serve resources. Here, our friendly and knowledgeable support team steps in to provide a hand at anything you may struggle with.
You may learn more about our support mission on our Support Page.
When you submit an official support request, your ticket is added to the support queue. We commit to processing this queue efficiently in order, thus we have devised support SLA. Support SLA aims to guarantee, that you will receive a helpful reply within a designated time frame. Here is the breakdown:
Priority Level | Target Response Time | Description
High | 6 business hours or less | Critical Error (Unable to use service)
Medium | 12 business hours or less | System-Level Issues (Able to use service)
Low | 24 business hours or less | Non-Critical Issues / General Questions
If the request is not categorised correctly during the submission, we may decrease priority automatically. Eg: Using High priority for general questions. Clients who continuously abuse the priority system will have ticket priorities ignored.
In a rare event that your case requires escalation to our service provider, we will inform you about it and provide an estimated time of resolution. We have an SLA contract with our provider, thus we usually receive a response in under 24 business hours.
SimpliServers will guarantee support for every aspect of its infrastructure including the hardware, maintenance, and network layers. We cannot assist with anything software related apart from installation assistance. You may use this breakdown to see what is supported and what is not.
- Hardware & Infrastructure ✔
- Network Routing ✔
- Purchase Assistance (Server, IP, Upgrades, Addons) ✔
- Network Diagnostics ✔
- Hardware Diagnostics ✔
- Maintenance Interventions ✔
- Operational or Systemic Problems ✔
- Network and Hardware Monitoring ✔
- Software Maintenance ✘
- Software Debugging ✘
- Software Troubleshooting ✘
- Custom Distributions (ISOs or Operating System problems) ✘
- Coding and Software Development ✘
- System Administrator Tasks ✘
- Database Management ✘
- Third-Party Application Support ✘
- Custom API✘
- DNS & rDNS ✘
- SSH configuration ✘
- User Data Management (Backups) ✘
To achieve a rapid response, the SimpliServers support staff makes every effort to ensure that the proper resources and degree of focus are provided to your Support Request. If you are dissatisfied with the progress of your Support Request, you can request that it be escalated, which will result in additional management attention, procedural reinforcement, and resource priority. Learn more about escalating Support Requests in the sections below.
When to escalate request?
The escalation process is especially appropriate in the following situations:
- Your production system goes down due to a hardware issue
- You are dissatisfied with the responsiveness to or resolution of a Support Request
What steps do I need to take to escalate the support request:
Before you request escalation, please review the details of your Support Request and verify the following facts:
- Is the problem statement accurate?
- Does the Support Request accurately describe the business impact?
- If there is a temporary solution? Is it impractical or inappropriate?
- Is there a critical milestone date identified in the Support Request?
Once you have completed this review, please contact the assigned operator and request that your Support Request is escalated.
What do I do if I feel like there is no progress being made even after the escalation took place?
If you are worried that your request is not progressing as expected, please contact your assigned support operator right once. The operator will promptly notify the customer satisfaction team. If necessary, additional resources will be applied to the situation to determine what is required to resolve the situation.
How do I deescalate a support request and why shall I do it?
The Support Request can be de-escalated if it is back on track and making sufficient progress toward resolution. The allocated operator will perform the following steps before de-escalating the Support Request:
- Confirm that the action plan is acceptable
- Ensure that the troubleshooting or root cause analysis process is on track
- A document that all parties agree that the Service Request can be de-escalated
For more information about these Disclaimer policies you may contact us:
By visiting this page on our website: https://simpliservers.com/contact