What issues do you consider as emergency based services?

We consider the following issues as emergency based services (for servers under monthly subscription):

  • Server is completely or frequently down
  • Load spikes, server load is too high (LA: 30-40 and higher)
  • Apache, Nginx, LiteSpeed, OpenLiteSpeed are working unstable or down
  • MySQL crashed, tables corrupted
  • Exim, Dovecot failed
  • Abuse Investigations: DDoS attacks, malware attacks

Please note, all the requests for changes in a configuration of services which are currently running and accessible will be processed as regular tasks under regular priority.

  • 4 Użytkownicy uznali za użyteczne
Czy ta odpowiedź była pomocna?

Related Articles

What access will Poralix staff need?

Please make sure you provide all needed login details. For most of the tasks we need super user...

SSH key and from which IP will Poralix staff connect to my server

We will connect from the following IPs: 37.143.10.215, 80.87.200.223, 95.170.88.235,...

How to securely allow Poralix to connect to a DirectAdmin server?

If you want to keep your password and SSH keys in a secret, here how you can let Poralix connect...

Support ticket priority levels explained

Our Support team uses the following definitions for a ticket's Priority Levels: High Priority....

Response Time and Resolution Time

For support tickets during normal business days, we offer and guarantee an initial response...