Telenet Cloud Online Help

What’s the difference between a Standard and a Premium Support Contract?

1. 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) through ticketing 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 up to 2 hours support/month. These are used for the installation of patches and upgrades of the operating system, to control the backups and to answer questions about the installed software or server services.

 

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For support tasks that are not included in the service or need to be done in a shorter time than stated in the SLA, Service Credits are required. These are prepaid credits that can be used :

  • For a guaranteed response time of maximum 1 hour after you created a ticket for the downtime of a service (during as well as after business hours).

  • To restore backups.

  • To migrate data to another mail system.

  • ...

 

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The invoicing of the credits is based on the time of intervention and its priority.

 

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2. Hostbasket also offers a 24/7 Premium Support for critical time interventions, no matter what time and day of the week it is. Premium Support is given through Service Credits.

24/7 Premium Support includes the following services:

  • The start of an intervention by phone (24 hours a day) or through ticketing.

  • The possibility to upgrade the tickets to a higher priority.

  • The possibility to process “immediate intervention” tickets (response time of maximum one hour, also after business hours)

  • The possibility to contact Hostbasket support by phone 24/7 in case of a ’server down’ or ’service down’.

  • 50 Service Credits per year included

 

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Please note that you only need to conclude one Premium Support contract. All active hosting subscriptions will be automatically included .
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