Default Support Coverage for All Hosted Services
By default, all Vodien-hosted customers will automatically be provided with the following technical support coverage:
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 who filed the fault report.
Additional Support Coverage for All Managed Hosted Services
In addition to the coverage above, our clients under Managed Hosting Services and cPanel-powered servers (without user’s customisation) will be provided with both:
Email Service and Web Service Availability
Vodien will assist to identify, and narrow down, potential points of failure that are attributed to an email service-related or 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 who filed the fault report.
Tiered Support Coverage for Hosted Services
You may also refer to the tiered support coverage listed below:
- Basic Support
- Online Fault Report & Ticketing Support
– with 6-Hours Resolution Time & 24/7 Coverage - Live Chat Support with 24/7 Coverage
- Online Fault Report & Ticketing Support
- Standard Support
- Online Fault Report & Ticketing Support
– with 2-Hours Resolution Time & 24/7 Coverage - Live Chat Support with 24/7 Coverage
- Phone Support with 24/7 Coverage
- Remote Computer Assistance with 24/7 Coverage
- Online Fault Report & Ticketing Support
- Priority Support
- Online Fault Report & Ticketing Support
– with 2-Hours Resolution Time & 24/7 Coverage - Live Chat Support with 24/7 Coverage
- Phone Support with 24/7 Coverage
- Remote Computer Assistance with 24/7 Coverage
- Direct Level 2 Technical Support Access with 24/7 Coverage
- Enterprise Concierge Services with 24/7 Coverage
E.g. Assistance for management/addition/removal of Email Accounts/Forwarders, Email Archiving, Stealth Monitoring, Sub-Domains, Addon Domains, Parked Domains, and the like.
- Online Fault Report & Ticketing Support
Note: Resolution time may vary due to the complexity of the issue; though generally, most reported issues can be resolved within 6 hours unless otherwise informed by our Singapore or Australia Support Team.
