EuroVPS Support SLA

EuroVPS Managed Support make Rainy Days Irrelevant. 

Fully Managed Stress Reduction from EuroVPS

EuroVPS offers a premium hosting product geared towards  professionals who demand more than just a slice of hardware. Our experienced support engineers work around the clock so that you can focus on your business. Even if you are just starting out managing your own server, your hosting should not have to be a stressful experience. From proactive service monitoring, OS upgrades and patches, to technical advice, our support engineers are there to assist you 24 hours a day.

Support Guarantee

EuroVPS realizes that support is what matters most in this industry. This is why we have set the bar high with our industry leading Support SLA. EuroVPS guarantees that support engineers are available 24 hours a day, 7 days a week, in the event clients need technical support. If EuroVPS fails to respond to a Client's Support Enquiry within 20 minutes from submission, EuroVPS will refund 1 hour of your service charge for every 1 minute in which no response is provided. This applies to technical support, sales, administration, and security enquiries.

EuroVPS Services Included in this SLA:

EuroVPS is a Fully Managed Hosting Provider and as such, all EuroVPS services are covered by our Support SLA. The following services listed below are included within this SLA:

• Shared Cloud Hosting
• Reseller Cloud Hosting
• VPS Hosting
• Hybrid Server Hosting
• Dedicated Server Hosting

Conditions for Requesting SLA Credit:

If any of the below conditions are met, SLA will not apply:

Client has invoice(s) in arrears or does not have an active account within EuroVPS's Billing System Client already has a ticket in progress and a further Support Engineer response is pending.Client has not raised a trouble ticket with a unique Identifier Code via the official EuroVPS Support System

SLA Approved Methods for Submitting Support Queries:

EuroVPS offers four support avenues for its clients: telephone, live chat, online helpdesk, and email. Phone support and live chat are not covered by the terms and conditions of the Support SLA. SLA will only apply if EuroVPS clients create support queries by logging into our online Help Desk directly. Upon creating a Support Query, the EuroVPS support system will create a ticket with a unique Identifier Code.

Support requests which are not covered by Support SLA can be sent to one of the following addresses:

• administration@eurovps.com
• security@eurovps.com
• sales@eurovps.com