Technical support. How soon support will respond to your request

The response time depends on your tariff plan, the priority of the request, and the workload of operators.

The tariff plan determines how and at what time we can respond to you. Different support modes are available for different tariffs:

  • Round-the-clock technical support (24/7)
  • Technical support during business hours on weekdays (8/5)
  • No technical support. In this case, communication with the operator is denied, but you always can find the answer to your question in our Knowledge Base — it describes how to configure services and solve problems with their use

The request priority reflects the impact of service issues on your business. The more critical the problem, the sooner we will start solving it. You specify the priority yourself when contacting technical support through your Control Panel or chat on the site.

Priority

Criteria

Technical support response time

Urgent

Business-critical functions are unavailable
or degraded and will soon be unavailable

Up to 30 minutes

High

Business-critical functions are impaired
or degraded

Up to 1 hour

Normal

Non-business-critical functions
are inoperable or non-standard errors
are observed

Up to 2 hours

Low

You have a general question concerning
the infrastructure; you want to request
a new function of G-Core Labs services
or discuss an existing one

Up to 4 hours

If you have an account in CDN, Streaming platform, Cloud, DDoS protection, Storage, or DNS, you can set the priority of the request and manage it in the "My tickets" section. Soon this functionality will be available for clients of Hosting.

When you send a request by email, we set the priority of it to Medium by default, but you can always ask for a change of priority in the correspondence with the operator.

We also reserve the right to lower the priority if the problem is not related to errors of our service, or the priority is incorrect or does not meet our internal criteria.

Operator workload can affect the response time: if technical support is overloaded, the time will be increased. This is rare, we usually respond much faster than the established deadlines come.

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