52 lines
1.9 KiB
Markdown
52 lines
1.9 KiB
Markdown
|
# Genesis Admin SLA Support Policy
|
|||
|
|
|
|||
|
|
For clients subscribed to the **Genesis Admin SLA Support** tier ($10/month), we offer elevated support priority and limited hands-on assistance beyond standard infrastructure management.
|
|||
|
|
|
|||
|
|
---
|
|||
|
|
|
|||
|
|
## ✅ What’s Included
|
|||
|
|
|
|||
|
|
| Feature | Description |
|
|||
|
|
|-----------------------------|-----------------------------------------------------------------------------|
|
|||
|
|
| **Priority Support** | Your issues are handled ahead of non-SLA users |
|
|||
|
|
| **Response Window** | We aim to respond within 2–4 hours during SLA hours |
|
|||
|
|
| **Basic Troubleshooting** | Includes disk usage, load issues, stuck processes, reboot help |
|
|||
|
|
| **Snapshot Assist** | We'll manually snapshot your instance on request before major changes |
|
|||
|
|
| **Log Check & App Restart** | We’ll review system logs and restart your services when requested |
|
|||
|
|
|
|||
|
|
---
|
|||
|
|
|
|||
|
|
## 🕒 SLA Hours
|
|||
|
|
|
|||
|
|
> **Monday–Saturday: 10:00 AM – 10:00 PM ET**
|
|||
|
|
> Responses outside this window are best effort — not guaranteed.
|
|||
|
|
|
|||
|
|
---
|
|||
|
|
|
|||
|
|
## ❌ What’s Not Included
|
|||
|
|
|
|||
|
|
- Deep debugging of custom app code (e.g., your Laravel, Node, or Python stack)
|
|||
|
|
- Managing third-party services not provisioned by Genesis
|
|||
|
|
- 24/7 paging or phone support (unless you upgrade to Enterprise tier — coming soon)
|
|||
|
|
- SLA outside the hours above
|
|||
|
|
|
|||
|
|
---
|
|||
|
|
|
|||
|
|
## 📬 How to Get Help
|
|||
|
|
|
|||
|
|
1. Open a support ticket or send a Telegram message to our admin channel
|
|||
|
|
2. Include your VPS label and a brief description of the issue
|
|||
|
|
3. We’ll confirm receipt and begin work within SLA windows
|
|||
|
|
|
|||
|
|
---
|
|||
|
|
|
|||
|
|
## 🧠 Summary
|
|||
|
|
|
|||
|
|
> SLA support gives you confidence that a real sysadmin will prioritize your issue — quickly, reliably, and with care.
|
|||
|
|
|
|||
|
|
For more details, email `support@sshjunkie.com` or open a Genesis Hosting support request.
|
|||
|
|
|
|||
|
|
---
|
|||
|
|
|
|||
|
|
Generated by `genesisctl sla-policy`
|