ServerGuy Support Response and Resolution Time SLA

ServerGuy Support Response and Resolution Time SLA (the “Support Terms”) describes our current  support policies for the Services (including the Software, as the case may be). ServerGuy may modify these Support Terms at any time in its sole discretion, by posting a revised version at https://serverguy.com/resolution-times-escalation-matrix/. 

Subject to Customer’s payment of the applicable Subscription Fees and Customer’s compliance with the Agreement, ServerGuy will provide the following Support Services with respect to the priorities: 

1. Support Commitment

1.1 Definitions

“Priority 1” (“P1”) – A P1 is a production Incident within the Service that severely impacts the Customer’s server, causing the it to cease from operating, or because of which Customer’s server is completely down or not functioning, or that results in a loss of production data and no work around exists. 

“Priority 2” (“P2”)– A P2 is a major Incident within the Service where the Customer’s system is functioning but in a reduced capacity, or the Incident is causing significant impact to portions of the Customer’s business operations and productivity, or the Software application is exposed to potential loss or interruption of service. 

“Priority 3” (“P3”) – A P3 is a medium-to-low impact Incident that affects certain partial and/or non-critical functions of a Customer’s Server, or that impairs some operations but allows Customer’s operations to continue to function. Incidents for which there is limited or no loss or functionality or impact to Customer’s operation and for which there is an easy workaround qualify as P3.

“Priority 4” (“P4”) – A P4 is a general usage question or issue that may be minor or cosmetic in nature or documentation related, and may include issues ServerGuy deems to be improvement requests, but the Service works without interruption. 

1.2 Customer Obligations

Customer shall provide commercially reasonable cooperation and full information to ServerGuy with respect to the furnishing of Support Services. Customers shall designate one or more support contacts that are authorized to engage Support Services.

1.3 ServerGuy Obligations. 

ServerGuy will use commercially reasonable efforts to respond to Incidents as set forth below in the INCIDENT PRIORITIES AND INITIAL RESPONSE TIMES table to the extent such Incidents are not the result of Excluded Services, all as reasonably determined by ServerGuy: 

 

INCIDENT PRIORITIES AND INITIAL RESPONSE TIMES

Incident Priority Support Availability Initial Response Time Resolution Time
Priority 1 24 hrs X 7 days a week 30 mins Within 2 hours
Priority 2 Local business hours
(10:30 to 7pm)
1 hour Within 8 hours
Priority 3 Local business hours
(10:30 to 7pm)
4 hours Within 24-48 hours
Priority 4 Local business hours
(10:30 to 7pm)
8 hours Within 24-72 hours

Notes

  1. Our support portal https://support.serverguy.com is the only centralized medium using which we track and maintain our support SLA’s. Issues reported or requests opened using any other medium will not be covered under the SLA.
  2. Any other communication mediums like Skype, Hangout, Slack, Whatsapp, etc are NOT covered under our SLA’s. These mediums may be used temporarily on a case to case project basis for better understanding, communication and initial on-boarding but cannot replace our support portal https://support.serverguy.com.
  3. The technical team is NOT 24×7 available on these mediums and we strongly advise you to follow the escalation matrix to ensure timely responses and resolutions.
  4. The client must be able to verify their account. Support will not discuss account details until verification is obtained. Verification can be completed by referencing an open ticket number or by correctly answering a few questions about your account.

For urgent or critical matters, please follow our escalation Matrix:

  1. Level 1: Email at support@serverguy.com or use support portal https://support.serverguy.com 
  2. Level 2: Call on our Toll Free Support IVR +91-9852704704
  3. Level 3: Call Mr.Mohit Kumar(Support Team Lead)- +91- 8800908076
  4. Level 4: Call Mr.Amit Shah(Product Manager)- +91-9891044714
  5. Level 5: Call Mr.Arun Bansal(CEO)- +91-9899464385

Escalation Matrix

Level P4 tickets P3 tickets P2 tickets P1 tickets
Level 1 Open a ticket at https://support.serverguy.com or email support@serverguy.com with a description of the issue. Open a ticket at https://support.serverguy.com or email support@serverguy.com with a description of the issue Open a ticket at https://support.serverguy.com or email support@serverguy.comwith a description of the issue Open a ticket at https://support.serverguy.com or email support@serverguy.com with a description of the issue
> 1 hour > 30 min > 15 min > 15 min
Level 2 Call on centralised support number +919852704704(India) or +1714245683(US) Extn:2 Call on centralised support number +919852704704(India) or +1714245683(US) Extn:2 Call on centralised support number +919852704704(India) or +1714245683(US) Extn:2 Call on centralised support number +919852704704(India) or +1714245683(US) Extn:2
> 12 hour > 4 hour > 2 hour > 1 hour
Level 3 Mr.Mohit Kumar(Support Team Lead)
Email:Mohit.k@serverguy.com
Phone: +91- 8800908076
Mr.Mohit Kumar(Support Team Lead)
Email:Mohit.k@serverguy.com
Phone: +91- 8800908076
Mr.Mohit Kumar(Support Team Lead)
Email:Mohit.k@serverguy.com
Phone: +91- 8800908076
Mr.Mohit Kumar(Support Team Lead)
Email:Mohit.k@serverguy.com
Phone: +91- 8800908076
> 24 hour > 8 hour > 3 hour > 2 hour
Level 4 Mr.Amit Shah(Product Manager)
Email:amit@serverguy.com
Phone: 91-9891044714
Mr.Amit Shah(Product Manager)
Email:amit@serverguy.com
Phone: 91-9891044714
Mr.Amit Shah(Product Manager)
Email:amit@serverguy.com
Phone: 91-9891044714
Mr.Amit Shah(Product Manager)
Email:amit@serverguy.com
Phone: 91-9891044714
> 36 hour > 12 hour > 4 hour > 4 hour
Level 5 Mr.Arun Bansal(CEO)
Email:arun@serverguy.com
Phone: 91-9899464385
Mr.Arun Bansal(CEO)
Email:arun@serverguy.com
Phone: 91-9899464385
Mr.Arun Bansal(CEO)
Email:arun@serverguy.com
Phone: 91-9899464385
Mr.Arun Bansal(CEO)
Email:arun@serverguy.com
Phone: 91-9899464385
> 48 hour > 18 hour > 6 hour > 6 hour
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