Hosting Server
Hosting

Support Plan

Basic Support is included for all web hosting customers and provides access
to documentation, community support, Billing Support, and Active Assist Recommendations.

Basic Support

Basic Support provides essential assistance for
Email support during business hours**
Response time of 24 hours
General troubleshooting assistance
Access to knowledge base
Ticket Priority -P4: An inconvenience or annoyance with workarounds available
Ticket Priority -P5: Background or planned task to be addressed when time permits
Support Language: English, Hindi
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Standard Support

Comprehensive support services for timely assistance.
Email support during business hours**
Response time of 12 hours
Advanced troubleshooting assistance
Priority handling of support requests (P3)
Ticket Priority -P3: Priority handling of support requests
Ticket Priority -P4: An inconvenience or annoyance with workarounds
Support Language: English, Hindi
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Enhanced Support

Higher level of support and personalized assistance.
24/7 phone, email, and live chat support
Response time of 6 hours
Dedicated account manager
Proactive monitoring for critical issues (P2)
Ticket Priority -P2: Priority handling of support requests
Ticket Priority -P3: Affecting efficient operation by one or more people
Support Language: English, Hindi
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Premium Support

Highest level of support and personalized attention.
24/7 phone, email, and live chat support
Response time of 2 hours
Dedicated account manager and technical expert
Proactive monitoring for critical issues (P1)
Ticket Priority -P1: Priority handling of support requests
Ticket Priority -P2: A major component affecting the ability to operate
Ticket Priority -P3: Affecting efficient operation by one or more people
Ticket Priority -P4: An inconvenience or annoyance with workarounds
Ticket Priority -P5: Background or planned task to be addressed when
Support Language: English, Hindi
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Basic Support : Basic Support is included for all Web Hosting Customers. With Basic Support, you have access to our documentation, community support, and support for Billing issues.

 

Standard Support : Standard Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Standard Support service is designed for small to medium organizations with workloads under development. With Standard Support, you have access to the Cloud Support API, Active Assist recommendations and receive 12 hours response times for Priority 3 (P3) cases.

 

Enhanced Support : Enhanced Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Enhanced Support service is designed for medium to large companies that are looking for faster response times and additional services to run their Cloud workloads in production. P1, P2 level deep technical support provided by Cloud Services provider only.

 

Premium Support : Premium Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, feature requests, and more. You also have Customer Aware Support and are assigned a Technical Account Manager. P1, P2 level deep technical support provided by Cloud Services provider only.