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

Open a support ticket or send a Telegram message to our admin channel
Include your VPS label and a brief description of the issue
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

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