Standard Support and 24/7 Premium Support
Hostbasket offers 2 types of support contracts: Standard Support and Premium Support.
Standard Support
Standard Support (included with all server types) allows you to contact Hostbasket’s first line support during business hours (on working days from 8 am to 7 pm) via ticket system as well as by phone.
Standard Support offers support for the use of the Hostbasket control panels and the dedicated features and provides hardware replacement during business hours.
Standard Support includes monthly up to 2 hours support. These are used for the installation of patches and upgrades, or to control the backups, to answer questions about the installed software or server services.
For support tasks that are not included in the service or need to be done in a shorter time than mentioned in the SLA, Service Credits are required. These are prepaid credits that can be used for:
- A response time within an hour after you created a ticket for the downtime of a service (during as well as after business hours).
- The restore of a backup.
- Data migration to another mail system.
- ...
The number of credits that are charged depends on the time of intervention and the priority of execution.
24/7 Premium Support
Hostbasket offers also a 24/7 Premium Support for the execution of critical time interventions, no matter the time of the day. Premium Support only works through Service Credits.
24/7 Premium Support guarantees following services:
- The start of an intervention by phone (24 hours a day) or via a ticket system.
- The possibility to upgrade the tickets to a higher priority.
- The possibility to execute “immediate intervention” tickets (response time within an hour, also after business hours).
- The possibility to contact by phone the Hostbasket support 24/7 in case of a ‘server down’ or ‘service down’.
- 50 Service Credits per year included.
Comment: You only need to conclude one Premium Support contract. All active hosting subscriptions will be covered automatically by this contract.
Availability
| Availability Premium Support | |
|---|---|
| Dedicated servers | |
| Dedicated server - evolve | option |
| Dedicated server - value | option |
| Dedicated server - perform | option |
| Dedicated server - expand | option |
| Dedicated server - build | option |
