Auto-commit from giteapush.sh at 2025-05-19 09:15:18

documents/genesishosting/sla.md

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+# 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`