Each virtual private server, by default, is unmanaged. Hence all support except where the fault lies with us, is chargeable. If you require support that is chargeable, you will be advised by your support operator that the work will be charged along with the costs per hour and the estimated total time/cost you are likely to incur. If your support operator does not give you these details, the ticket will be resolved free of charge.
Each dedicated server, unless specified otherwise, is unmanaged. Each dedicated server, however, includes 15 minutes per month of remote hands and support for free in addition to tickets where the fault lies with us. Regarding charges, the same terms apply as for virtual private servers.
Colocation includes 15 minutes per month of free remote hands in addition to tickets where the fault lies with us. Regarding charges, the same terms apply as for virtual private servers.
Please also see our support/SLA definitions.
All prices quotes will be net/excl. VAT. Each chargeable ticket will be charged in intervals of 15 minutes begun. Each chargeable ticket has a minimum charge for 15 minutes. The typical support charge is GBP 40 per 15 minutes begun. Tickets not charged for do not imply that the fault lies with us.