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HOSTKEY provides around the clock support to its clients. You can choose the SLA package that is best for you and make use of our system administrators.
When contacting our Technical Support, please first write to our Support Team indicating the Service ID (email or IP address of the server) and provide a detailed description of the problem. In case of emergency, you can also follow up by giving us a call to speed up the process.
Our engineers solve network and server hardware problems as soon as possible, maintaining an uptime of no less than 99.9% per month.
Manual OS reinstallation is done in due turn.
Our systems administrators can help with setting up the operating system, or emergency recovery during working hours at the rate of €50 per hour.
Normally our specialists only administer the OS or other software on the client’s server if it is a Managed Server.
| Service | Best effort | Priority | Top priority |
|---|---|---|---|
| Server reboot | ✔ | ✔ | ✔ |
| Replacement parts | ✔ | ✔ | ✔ |
| IP KVM access upon request | ✔ | ✔ | ✔ |
| Support via email and ticketing system | ✔ | ✔ | ✔ |
| Support via phone and Skype | - | ✔ | ✔ |
| Personal engineer and manager | - | ✔ | ✔ |
| Server monitoring | - | ✔ | ✔ |
| A replacement server is case of a hardware failure | - | ✔ | ✔ |
| DNS hosting | - | ✔ | ✔ |
| Firewall setup | - | - | ✔ |
| Server remains active in case of overdue invoice | - | - | ✔ |
| 3 hours of system administrator assistance | - | - | ✔ |
| Support priority | In due turn | High | Top priority |
| Price, € per month | FREE | 30 | 50 |
| Service - Best effort | |
| Server reboot | ✔ |
| Replacement parts | ✔ |
| IP KVM access upon request | ✔ |
| Support via email and ticketing system | ✔ |
| Support via phone and Skype | - |
| Personal engineer and manager | - |
| Server monitoring | - |
| A replacement server is case of hardware failure | - |
| DNS hosting | - |
| Firewall setup | - |
| Server remains active in case of overdue invoice | - |
| 3 hours of system administrator assistance | - |
| Support priority | In due turn |
| Price, € per month | FREE |
| Service - Priority | |
| Server reboot | ✔ |
| Replacement parts | ✔ |
| IP KVM access upon request | ✔ |
| Support via email and ticketing system | ✔ |
| Support via phone and Skype | ✔ |
| Personal engineer and manager | ✔ |
| Server monitoring | ✔ |
| A replacement server is case of hardware failure | ✔ |
| DNS hosting | ✔ |
| Firewall setup | - |
| Server remains active in case of overdue invoice | - |
| 3 hours of system administrator assistance | - |
| Support priority | High |
| Price, € per month | 30 |
| Service - Top priority | |
| Server reboot | ✔ |
| Replacement parts | ✔ |
| IP KVM access upon request | ✔ |
| Support via email and ticketing system | ✔ |
| Support via phone and Skype | ✔ |
| Personal engineer and manager | ✔ |
| Server monitoring | ✔ |
| A replacement server is case of hardware failure | ✔ |
| DNS hosting | ✔ |
| Firewall setup | ✔ |
| Server remains active in case of overdue invoice | ✔ |
| 3 hours of system administrator assistance | ✔ |
| Support priority | Top priority |
| Price, € per month | 50 |
For more information, please contact our Sales Department
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