Hello,
All dedicated servers come with Basic 24x7x365 Customer Support. Which includes;
Customers are automatically covered by this Basic Customer Support Agreement and have the following services provided to them within this Service Level Agreement
Unlimited Business Hour Reboot Assistance
Infinitie Networks agrees to provide our customers with unlimited Hard/Soft Reboots as requested by the client. This is provided at no additional charge during the following business hours: M - F 9AM PST - 4:30PM PST. If it is outside these hours the client may utilize a remote reboot device if available or submit a paid support ticket.
24/7/365 Network Uptime Assistance
Infinitie Networks agrees to provide our customers with 24/7/365 Network Uptime assistance, in the event your services is not accessible due to network issues, you may submit an Emergency Ticket.
24/7/365 Hardware Availability Support
Infinitie Networks agrees to provide our customers with 24/7/365 Hardware Availability Support, in the event of a hardware failure, we will investigate the cause and attempt to provide a solution on a best efforts basis.
24/7/365 Emergency Support
When you need us, we are here. Infinitie Networks agrees to provide our customers with 24/7/365 Emergency Support, in the event of an emergency you may submit an Emergency Ticket, these tickets are normally viewed within 15 minutes and take priority over any other concerns.
Basic SLA Based Support Response Times (Non-Emergency)
Our standard Service Level response time for our Basic Support Queue is between 48 - 72 hours, however depending on our standard queues, a response may be received within a few hours.
Out of Package Technical Support
If you require technical assistance that is not covered under this plan (e.g. Zend Install Request, Apache Recompile) because it exceeds your monthly allowable support requests or is not covered in this plan, you may submit a Value Assist Ticket Request. you may opt to use purchase a one-time Value Assist Support Ticket at $7.00 per incident.
To open a Value Assist Ticket go to:
http://cswebsupport.infinitie.net/index.php?_m=tickets&_a=submit and select "Select GS - Value Assist Team" as the department.
Your account will only be charged for this service if a technician is able to provide you a solution to your concern, the fee will display on your next invoice.
As listed at
http://www.infinitie.net/pages.php?cont=ServiceLA
I will also waive the fee for a full file/data transfer from your old server!