We're a small but close team. No 24/7 call center, but quick replies and the same person sees your case from start to finish.
Typical first response times
- Monday-Friday 9am-7pm (CET): 1-2 hours.
- Weekends: 4-12 hours depending on priority.
- Public holidays: minimal coverage, emergencies replied to within a few hours.
Priorities
- Critical: service is down and affects production → immediate attention.
- High: degraded but service still running → first response within SLA.
- Normal: questions, configurations, sales inquiries → 4-12 business hours.
- Low: improvements or planned changes → 24-48 business hours.
What we promise
If we can't fix it on the first contact, we tell you what we're doing, what we need from you, and when to expect news. No silences.
What we DON'T promise
- Contractual SLAs with penalties — that's Enterprise-tier territory.
- Instant 24/7 chat response: our priority is solving, not replying fast for the sake of it.
If your project needs formal SLAs or 24/7 availability, let's chat and we'll orient you — sometimes our managed VPS plan fits, sometimes not, and we'll be honest about it.
