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Ampheon aim to offer support solutions that
meet the requirements of all of our clients, and have telephone, web,
and email options available. We also have a detailed knowledgebase
of articles to help you obtain the most from your hosting. Before
raising a support ticket, please consult the knowledgebase
first as you may find your question answered there.
Definitions:
- 24-hour: 7 days per week, every day of the year
- Business Hours: 9am to 5pm, Monday to Friday
- Out of Hours: Those hours outside Business Hours
- Email Support: Support obtained by logging a ticket in
the Support Control Panel
- Telephone Support: Support obtained by telephoning +44
(0)203 355 0930, option 2
- Non-Urgent Support: Configuration changes, updates, and
any issue that does not directly limit the general operation of
the services supplied.
- Impacting Service Support: Issues where the services provided run at reduced or degraded performance, but the server is still accessible
- Urgent Support: Any issue that means the services supplied
are not accessible.
Getting Assistance:
- Non-Urgent Support: If your enquiry is non-urgent please
raise a support ticket using the
Hosting
Support Control Panel. Your request will be assigned a
ticket number to enable you to track it. Requests are processed
on a first-come, first-served basis during Business Hours. Please
do not use telephone support for non-urgent issues, and
please do not email individual members of staff as your request
may be overlooked.
- Impacting Service Support: If your enquiry is impacting services provided by us, please first raise a support ticket using the Hosting Support Control Panel. Your request will be assigned a ticket number to enable you to track it. Requests are processed on a first-come, first served basis 24-hours per day. If you have not had a response within a reasonable period of time, please telephone +44 (0)203 355 0930 and select option 2. During working hours, telephone support for urgent issues is free of charge for all hosting and dedicated server clients.
- Urgent Support: If your enquiry is urgent, please first
raise a support ticket using the
Hosting
Support Control Panel and assign a priority of 'HIGH'.
Your request will be assigned a ticket number to enable you to
track it. Requests are processed on a first-come, first-served
basis 24 hours per day. If you have not had a response within
a reasonable period of time, please telephone +44 (0)8700 949
444 and select option 2. During working hours, telephone support
for urgent issues is free of charge for all hosting and dedicated
server clients.
- Out of Hours telephone support is available to selected
shared hosting packages and dedicated servers only. Please have
your hosting account username ready so that we can confirm you
are entitled to out-of-hours support. Please note that customers
using this service without the appropriate support agreement will
be charged £125 per hour if an urgent response is required before
the beginning of the next working day.
Shared Hosting Support:
- Starter and Standard Package Hosting: 24-hour e-mail
support and Business Hours telephone support.
- Premium Package Hosting: 24-hour e-mail and telephone
support.
Dedicated Server Support:
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Business Class Support |
Enterprise Class Support |
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Network Guarantee |
99.99% * |
100% * |
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| Server Hardware Failure |
Replacement component within 4 hours |
Replacement component within 2 hours |
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Urgent Issue Response Time
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Within 30 minutes |
Within 10 minutes |
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| Impacting Service Issue Response Time |
Within 3 hours |
Within 1 hour |
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| Routine Issue Response Time |
Within 6 business hours |
Within 4 business hours |
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| * Excludes scheduled maintenance |
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