Default Support Coverage for All Hosted Services
By default, all Vodien-hosted customers will be provided with the technical support coverage as listed below:
- Server Hardware Replacement Coverage
- Vodien will provide complete coverage for all server hardware that are provisioned, or provided for, to customers at no additional costs.
- Network Service Availability
- Vodien will assist to identify, and narrow down, potential points of failure that are attributed to a network service-related fault report. All follow-up actions taken by Vodien will be determined by the nature of the service plan subscribed by the customer whom have filed for the fault report.
Additional Support Coverage for All Managed Hosted Services
In addition to the above, for clients under our managed hosting service and cPanel Powered server (without user’s customization)
- Web Service Availability
- Vodien will assist to identify, and narrow down, potential points of failure that are attributed to a web service-related fault report. All follow-up actions taken by Vodien will be determined by the nature of the service plan subscribed by the customer whom have filed for the fault report.
- Email Service Availability
- Vodien will assist to identify, and narrow down, potential points of failure that are attributed to an email service-related fault report. All follow-up actions taken by Vodien will be determined by the nature of the service plan subscribed by the customer whom have filed for the fault report.
Tiered Support Coverage for Hosted Services
- Basic Support
- Online Fault Report and Ticketing Support
- 6-Hours Resolution Time, 24×7 Coverage
- Live Chat, 24×7 Coverage
- Online Fault Report and Ticketing Support
- Standard Support
- Phone Support, 24×7 Coverage
- Live Chat, 24×7 Coverage
- Remote Computer Assistance, 24×7 Coverage
- Online Fault Report and Ticketing Support
- 2-Hours Resolution Time, 24×7 Coverage
- Priority Support
- Phone Support, 24×7 Coverage
- Live Chat, 24×7 Coverage
- Remote Computer Assistance, 24×7 Coverage
- Direct Level 2 Technical Support Access, 24×7 Coverage
- Online Fault Report and Ticketing Support
- 2-Hours Resolution Time, 24×7 Coverage
- Enterprise Concierge Services, 24×7 Coverage
- Eg. Assistance for management/addition/removal of Email Accounts/Forwarders, Email Archiving, Stealth Monitoring
- Eg. Assistance for management/addition/removal of Sub-Domains, Addon Domains, Parked Domains
Note: Resolution time may varies due to the complexity of the issue, generally most reported issues can be resolved within 6 hours, unless otherwise informed by our support team.
(Visited 226 times, 1 visits today)