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