Details

Per-Incident Support is designed to meet the needs of everyone from single users to enterprise-level consumers and organizations of all sizes.

An incident is defined as a question relating to a specific, discrete issue and may involve several interactions with the eXtremeSHOK team prior to resolution. Separate support incidents must be purchased for assistance with multiple support issues.

Support incident credits expire in either 3 or 6 or 12 months from the date of purchase. For more complex projects that deal with anything outside of core, we offer professional services.

If you purchased a dedicated server from us, you should have received an information card with activation instructions. Once registered, you will have two support incidents automatically added to your account. If those incident credits have been exhausted or you have not purchased a dedicated server from us, standard subscriptions incident credits can be purchased.

Incident credits are available in 2, 4 or 8 incident packs. By purchasing a 4 or 8 incident credit pack, you can take advantage of a built-in discount. Per-Incident Support fees are non-refundable.

Before purchasing support, we highly recommend that you take advantage of our on-line documentation. These are complimentary resources available to you 24×7 that may lead directly to the answers you are looking for.

Gain direct access to the eXtremeSHOK team with a targeted response time of one business day for all support questions.

Bridge the knowledge gap of maintaining advanced linux systems and services.

Add value, increase efficiency by having an eXtremeSHOK engineer ready to answer your questions and provide best practice advice.

Fix your services as well as most issues that you might experience when dealing with Linux based servers.

On-Call / Emergency

us$ 329

Per Hour, to the nearest hour

8 Incident Credits

us$ 999

Valid for 12 months

4 Incident Credits

us$ 599

Valid for 6 months

2 Incident Credits

us$ 329

Valid for 3 months

Support & Help

Targeted Response Time

  • All support issues will receive a reply within one business day.
  • Issues are prioritized by severity.
  • Severe Issues will receive our full attention as quickly as possible.
  • standard SLA of 24 hours for a response.

Operating Hours

  • 08:00 – 00:00 UTC
  • 09:00 – 20:00 UTC

Faster SLA response times

Decreasing the SLA response time will double the amount of incident credits required per month.

  • 12 hour SLA response requires 2 incident credits per month
  • 6 hour SLA response requires 4 incidence credits per month
  • 3 hour SLA response requires 8 incident credits per month

On Call / Emergency is charged per hour and does not require support incident credits.

On-Call / Emergency Support

On-Call / Emergency is charged per hour and does not require active support incident credits.

Frequently Asked Questions

Where do I request support?

You will need to Login and submit a ticket via the Customer Portal

If you have an account you can also email the admin’s directly, this email is not to be used for billing and account queries.

What is a Support Incident / Ticket?

An Incident is a single support issue and the reasonable effort that is required to resolve it, as defined by the Terms and Conditions of Use. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each of these issues shall be considered a separate incident. An incident will relate to one specific feature, function, action, or facet of the software, or one aspect of its operation or performance. The definition of an incident may be expanded to include accompanying occurrences, or events that arise as a consequence of, or are dependent on it.

An example list of Incedents

  • Supported package install and configuration
  • Setup of  database connections
  • Reviewing of server logs to determine root cause of specific problems
  • Best practices advice on deployment, configuration, and optimization
  • Suggestions on performance improvements and tuning
  • Repairing of corrupted and crashed services
  • Fixing of general issues and problems

What does not count as an incedent?

Examples of customer issues that will not count as an incident include:

  • Out of box failure for a paid for installation/upgrade
  • Pre-Sales or product availability questions
  • Problems arising within 7 days of a newly deployed solution

Can support be paid for on an hourly basis?

Due to high demand we offer On-Call / Emergency support which is charged charged per hour and does not require active support incident credits.

How much does support cost?

Please visit the client portal to see pricing and to subscribe

How fast will the initial response to my support request be?

We have a standard SLA of 24 hours for a response. We strive to ensure that all tickets have an initial response within 4 hours during that time frame.

How quick will my problem be resolved?

The time required to troubleshoot and resolve incidents varies greatly depending on the specifics and complexity of the issue. We will work as fast as we can to get your problem resolved

Are you providing 24/7 Support?

Our support hours are 08:00 – 00:00 UTC Monday – Friday, excluding holidays and  09:00 – 20:00 UTC Saturday, Sunday and holidays for severe issues. If you require support outside of that time frame, advance notice is required and the support time is billed separately. If you have a request for additional support on an after-hours project, please contact us.

How many incidents are needed for a very complex issue?

No support incident will consume more than sixty (60) minutes of time. If it is estimated that a solution to an incident will take longer, the customer should be advised that an additional incident will be exhausted or that additional incidents will need to be purchased.

Do you refund unused incidents?

There are no refunds on the purchase of support. Any unused incidents will expire at the end of their relative term.

We need support NOW and not in 24 hours time

We provide On-Call / Emergency support which is charged per hour and does not require active support incident credits.

Additional Professional Services Offered

Installation & Upgrades

Complex software presents unexpected challenges, significant risk and unplanned downtime. Remaining current is essential to remaining operational and secure. We manage full production-level servers and over time, this has helped us develop an extensive set of best practices around keeping customers up to date with the latest versions and best practices

Configuration Assistance

We review your configuration to ensure it follows both eXtremeSHOK and general best practices, and provide recommendations on improvements. Whether you need some guidance on the best approach, help configuring services, mail connections, bulk imports or need us to address general configuration issues.

Consulting & Implementation

Customers typically engage with us for an end-to-end implementation. We specialize in requirements gathering, solution design, installation support, integration testing,  production roll-out and importing of existing mail from current solutions.