New: Critical support – an answer from on-call within about 10 minutes, day and night
It is 3 a.m., your VPS has stopped responding and you cannot get it back up. Our regular support is fast, but sometimes you do not have time to wait in the queue.
Today we are launching critical support for VPS. A critical ticket goes straight to our on-call technician, who answers within about 10 minutes – day and night, all year round.
Critical support is for when something is down or broken on our side and you have already checked your own setup. It is not for website moves, WordPress troubleshooting or general help.
What does it cost?
The price is 1,500 SEK per case. You pay up front with a critical support credit.
But we have one important rule: You only pay if the fault is on your side. If the problem turns out to be ours, we refund the credit.
Who pays for what?
To make it clear what applies, we have set up simple guidelines:
- You pay (1,500 SEK) if: The problem is caused by a configuration or other software on your server. For example, MySQL is down because of wrong permissions, or the server is down because automated traffic is overloading your VPS.
- It is free (0 SEK) if: The fault is in our network, our hypervisors, the hardware or the control panel. Then you get the credit back.
How it works
When you open a support ticket, choose the VPS department and the priority Critical (pages on-call). That sends an alert straight to our on-call technician. You do it under Support in the client area.
If you have no credit, you buy one under Priority. The credit becomes active once the invoice is paid. Critical tickets need an established account or BankID verification. You also choose the affected service and describe what is down and who is affected. Every step is in Open a support ticket.
When you write the ticket, please be as detailed as you can. Then we understand the problem and can get started right away.
This is a feature we hope you never need. But if a crisis hits on a Sunday night, expert help is one click away.
And remember: our regular support is always free. Use it whenever the issue is not critical.