Default Support Coverage for All Hosted Services
By default, all Quape-hosted customers will be provided with the technical support coverage as listed below:
- Server Hardware Replacement Coverage
- Quape will provide full coverage for all server hardware that are supplied, or provided for, to customers at no additional costs.
- Network Service Availability
- Quape will help to analyze, and narrow down, potential points of failure that could cause a network service-related fault report. All follow-up actions taken by Quape will be decided by the nature of the service plan subscribed by the customer whom have filed for the fault report.
Additional Support Coverage for All Managed Hosted Services
In addition to the above, for clients under our managed hosting service and cPanel Powered server (without user’s customization)
- Web and Email Service Availability
- Quape will help to analyze, and narrow down, potential points of failure that could cause a network service-related fault report. All follow-up actions taken by Quape will be decided by the nature of the service plan subscribed by the customer whom have filed for the fault report.
Tiered Support Coverage for Hosted Services
- Basic Support
- Online Fault Report and Ticketing Support
- 6-Hours Resolution Time, 24/7 Coverage
- Live Chat, 24/7 Coverage
- Online Fault Report and Ticketing Support
- Standard Support
- Phone Support, 24/7 Coverage
- Live Chat, 24/7 Coverage
- Remote Computer Assistance, 24/7 Coverage
- Online Fault Report and Ticketing Support
- 2-Hours Resolution Time, 24/7 Coverage
- Priority Support
- Phone Support, 24/7 Coverage
- Live Chat, 24/7 Coverage
- Remote Computer Assistance, 24/7 Coverage
- Direct Level 2 Technical Support Access, 24/7 Coverage
- Online Fault Report and Ticketing Support
- 2-Hours Resolution Time, 24/7 Coverage
- Enterprise Concierge Services, 24/7 Coverage
- Eg. Assistance for management/addition/removal of Email Accounts/Forwarders, Email Archiving, Stealth Monitoring
- Eg. Assistance for management/addition/removal of Sub-Domains, Addon Domains, Parked Domains
Note: Resolution time may difer due to the complexity of the issue, generally most reported problems can be solved within 6 hours, unless you are notified by our support team.
