Support & SLA

Maxihost Support and Operations teams work 24 hours a day, 7 days a week, ensuring that all requests from customers are answered on time.

Aiming to provide greater predictability and reliability in customer support, our tickets are divided into four categories:

  • Low priority: Requests that do not present any type of risk or interference of the services;
    Normal: Requests reporting problems that have minimal impact on the operation or production of our customers services. Non-emergencial operating system problems also fit into this group;
  • High priority: Requests reporting individual downtime, which partially impact the customer's operation;
  • Urgent: Any failures that have a total and direct impact on the production environment and operation of the customer or the infrastructure itself. These have shorter intervals between the updates and special attention from our entire team.

All requests sent by customers are handled in parallel by our team — the SLA only represents the maximum response time.

Deadlines are described in the table below. You can also check some examples of situations that fit into each category:

SLA for Support and Network

Priority

First reply

Next update

Periodic Updates

Low

Up to 6 hours

N/A

N/A

Normal

Up to 1 hour

Up to 2 hours

2 hours (if applicable)

High

Up to 30 minutes

Up to 1 hour

1 hour

Urgent

Up to 15 minutes

Up to 30 minutes

30 minutes

Holidays and weekends

During holidays and weekends, the SLA for Support requests is not affected. For Network related requests please consider the following:

Priority

First Reply

Low

One business day

Normal

Up to 48 hours

High

Up to 4 hours

Urgent

Up to 2 hours

Examples

Here are a few examples of how we categorize requests. This is not an exclusive list.

Low: General questions, shared web hosting and e-mail related issues, additional IPs, slightly higher latency, non-urgent route changes, ASN routing.
Normal: KVM access, OS reinstalls, IPMI access.
High: Bare metal reboots, intermittencies and packet loss, routing issues.
Urgent: Downtime, power-related issues, general failures on Maxihost's backbones.


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