Support Terms

What's included with your Fully Managed Hosting Plan?

Support is what sets us apart.

At Speedyrails™, we value transparency and clarity. We do everything we can to make sure your websites and applications are running optimally on our end—like monitoring your sites and letting you know if anything goes wrong.

Our Fully Managed Hosting Plans include Standard Support—this support is part of our core service and has no additional charge. Please refer to the lists below to see what is and what is not included in Standard Support, as well as the charges for extended support.

See our Terms of Service for more information.

support-pic_2019

Standard Support: Included Free

Standard Support is Speedyrails™ support that is included in your Fully Managed Hosting Plan. This support includes Low Priority Tickets and Regular Tickets requesting included services, and Urgent tickets. Regular Priority Tickets are responded to within 4 business hours; Low Priority within 8 business hours; Urgent Tickets are responded to within 1 hour, 24/7. Low and Regular Priority Tickets submitted during night/weekend/holiday hours will be responded to during the next business hours. 

Business hours: Mon–Fri 7:00–23:59 ET

Low + Regular Priority Tickets

  • Website and application migration
  • Managed set-up
  • Server-side maintenance
  • Performance monitoring
  • Cloudflare support
  • SSL certificate support
  • Performance support
  • Assistance with login because of a lost password, etc.

Urgent Support: 24/7, 365 days a year

This is emergency support included in your Fully Managed Hosting Plan. These tickets are responded to within 1 hour, 24/7, 365 days a year.
Urgent Support tickets are to be used only if your website or application is experiencing a service issue such as unplanned downtime.
If an urgent ticket is submitted inappropriately, you will be charged. See Rush tickets.

Extended Support: Charges Apply

(Includes Scheduled Support outside of business hours, Rush Support, and Professional Services)

You will be charged for any Speedyrails™ support that is not included in your Fully Managed Hosting Plan. This includes all rushed support requests (excluding Urgent Support) and requests scheduled outside of regular weekday business hours (Mon–Fri 7:00–23:59 ET). See charges below.

Examples include:

  • Changes and/or updates requested by clients outside of regular weekday business hours
  • Unscheduled updates
  • Implementing additional space or storage (i.e. if server space runs out)
  • Taking website or application offline for changes and updates
  • Requesting immediate support for non-urgent issues such as assistance logging in because of a lost password

Rush Support: 24/7, 365 days a year

Tickets that you would like Speedyrails™ to tend to immediately, but are not an emergency. These tickets are responded to within 1 hour, 24/7, 365 days a year. This type of support is not included in your Fully Managed Hosting plan and has an additional charge—see charges below.

Professional Services

Requests for services not included in Fully Managed Hosting plans, such as website changes usually done by a customer's dev or design teams—these requests are responded to within 8 business hours. This is not included in your Fully Managed Hosting plan and has an additional charge—see charges below.

Charges for Scheduled Support, Rush Support, and Professional Services*

Scheduled Support charges on Weekdays:

BUSINESS HOURS
Mon–Fri 7:00–23:59 ET:
Free

WEEKDAY NIGHT HOURS
Tues–Fri 00:00–6:59 ET:

$100/hour

Scheduled Support charges on Weekends + Holidays:

WEEKENDS
Sat 00:00–Mon 6:59 ET:

$100/hour

HOLIDAYS + HOLIDAY WEEKENDS**
00:00–23:59 ET on the Holiday:

$200/hour

Rush Support Charges + Professional Services Charges:

RUSH SUPPORT:
$100/hour additional charge applied to applicable Scheduled Support charge.

PROFESSIONAL SERVICES
During Business Hours:
$100/hour (charged for 15 minutes minimum, then billed in 15 minute increments)
Weekday Nights/Weekends/Holidays:
$200/hour (charged for 1 hour minimum, then billed in 15 minute increments)

Additional Notes

*Extended Support Billing: You will be charged for 1 hour minimum, then billed in 15 minute increments thereafter unless otherwise noted above. Scheduled Support requests must be made 24 hours ahead of time or they will be billed as Rush Support.

**Which holiday schedule applies to you? Speedyrails™ follows the American holiday calendar for American customers, the Canadian holiday calendar for Canadian customers, and both Canadian and American holiday calendars for international customers.