Support and priorities
We classify incidents by priority (P1/P2/P3) and keep an on-call rota for critical cases. Exact response times are agreed in the contract — we don't publish unverified numbers such as 99.99%.
Priorities
Critical
The server or service is completely down or unreachable.
Highest priority — the on-call engineer is engaged immediately
High
Important functionality is degraded, but work continues.
First in the queue — handled without disrupting your workflow
Normal
A question, a minor issue or a planned task.
Handled on schedule, in order of arrival
An honest explanation
An on-call rota means a critical incident always reaches a live engineer. It does not mean every question is resolved in a second. As we measure real response times, we will update this openly.
We do not promise an uptime percentage (for example 99.99%) without our own monitoring measurements.
Frequently asked questions
What is your uptime guarantee?
We will state a specific uptime figure only once we can support it with real monitoring and measurement. We don't publish an unverified number today.
What is P1?
P1 is a critical incident: the server or service is completely down. In those cases the request goes straight to the on-call engineer.
Let's pick the right server for your workload together
Browse the catalogue or write to an engineer — we'll match the configuration to your load. No commitment.