Ready VPS support
Support is not an addition to hosting. This is part of the service. Below is comprehensive information about how our service is organized, what requests and channels can be contacted, and what to expect in time.
Key indicators
34 seconds
Average response time in the chat
15 minutes
Average response time in your merchant profile
40 minutes
Average response time per ticket
9.53 /10
Average customer rating
1 hour
Maximum time for initial application processing
24 hours
Maximum problem solving time
How support works
Your request is not included in the "general queue". The system is designed so that the right specialist receives it as quickly as possible.
Reception and initial consultation.
The application is sent to the first line or Customer Care department. Simple issues are solved immediately — tariffs, billing, activation, general setup. Real people, without bots.
Distribution by profile departments.
If the application requires a more in-depth examination, it is sent to the appropriate department: Technical Support, data center engineers, or a specialized specialist. The more accurate the request is, the faster it will get to the right specialist.
Processing by a specialized specialist.
The request is processed in a queue based on priority. There is at least one senior operator on each shift who handles complex cases and oversees new employees.
Channels of appeal
- Online Chat
- Ticket system
Technical issues are handled through the ticket system (personal account or email from an authorized address). This is a prerequisite — this is the only way an employee sees the link to the service and the history of requests.
What is included in the free basic support
| Category | What is included | Cost |
|---|---|---|
| Information assistance | Consultations on service management, activation, initial configuration | Is free |
| Hardware part | Questions about equipment operation, data center monitoring | Is free |
| Basic OS Administration | Network setup, firewall, partition management, package updates, OS recovery | For a fee |
| Application Software | 1C, MS Office, email clients, CryptoPro — extended consultations and updates | For a fee |
| Individual services | Databases, Web services, proxies, File services, CI/CD installation and configuration | For a fee |
Paid support services
If you need help with OS or application administration, this is done as a separate service. Here are examples of specific works:
| Direction | Examples of work |
|---|---|
| The operating system | Installing the OS and basic services, adjusting the firewall and network, expanding partitions, managing users and access rights |
| Databases | Creating and deleting databases and objects, adjusting backups, accessing, importing or exporting, analyzing performance and SQL queries |
| Applications and services | Installing updates, disaster recovery, changing TK settings, load resource planning |
How the team works from the inside
2 506
Hours to train each new employee
5
Senior-operators on each shift
1 909 458
Successfully processed tickets
At each shift, there is a senior operator who oversees the team and takes on difficult cases.
Administrators work physically in different time zones — this guarantees a real, not formal 24/7 mode.
How to speed up the resolution of your issue
- Technical issues can only be handled through the ticket system from your personal account or from an authorized email address.
- The more precisely the problem is described in the request, the faster the ticket gets to the right specialist, bypassing the intermediate lines.
- Complaints about support work — on .