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Support Terms

These terms and conditions of Server Technologies LLC (It Hosting Group) specify the general provisions of user technical support, available levels and rules of service. The rights of the client and the procedure for obtaining technical support services of any kind are governed by the terms and conditions set forth below.
General provisions

King Servers provides the opportunity to use the list of technical support services set forth below in these Terms, in accordance with the selected level.

Support languages:
Russian флаг
Russian
English флаг
English
The procedure for submitting requests to the technical support service

To contact the technical support service, you need to send a request through the ticket system, which is available from your personal account. This format ensures an appropriate level of confidentiality, safety, and completeness of the history of communication between you and technical support (processed requests are stored in the archive).

Contacting the technical support service is as follows:
1

You log in to your personal account using the link, open the “Support” section, the “Tickets” tab or on the main page of your personal account “Open New Ticket” and send a request.

2

The system generates a ticket.

3

Specialists accept it for work and process it in accordance with the work schedule.

The terms for consideration of the application depend on the time of day the application was submitted (during business hours or at night, specified in this document), the type of application (according to the Service Level Agreement, Table No. 3), as well as the order of priority, which is provided for in the conditions of the selected type ( level) of technical support.

Technical support levels
Rules for standard technical support
Business hours
8.00 - 19.00 CEST (6.00 - 17.00 UTC).

Standard technical support is basic, including the following list of actions:

installation of the operating system (at the request of the user)
installation of the operating system (at the request of the user)
turning on, off, restarting the server
turning on, off, restarting the server
replacement of failed equipment
replacement of failed equipment
configuring IPMI for remote connection to the server and control of its operation (at the request of the user)
configuring IPMI for remote connection to the server and control of its operation (at the request of the user)
ticket processing and support in general priority (as requests are received from customers).
ticket processing and support in general priority (as requests are received from customers).

Standard technical support does not include individual configuration and diagnostics of the server, or configuration with software.
The user independently administers the server.

Extended Technical Support Rules
Business hours
8.00 - 19.00 CEST (6.00 - 17.00 UTC).
In nighttime
19.00 - 8.00 CEST (17.00 - 6.00 UTC)
work only in critical (emergency) situations.

At this level, the following additional services are available to customers:

everything that is included in the standard technical support
everything that is included in the standard technical support
server administration (at the request of the user)
server administration (at the request of the user)
24/7 monitoring of server operation;
24/7 monitoring of server operation;
making settings with the software (at the request of the user)
making settings with the software (at the request of the user)
ticket processing and support in the first priority (the client receives a response from a technical support specialist as a matter of priority).
ticket processing and support in the first priority (the client receives a response from a technical support specialist as a matter of priority).

For VDS and Dedicated Servers – $50/month for 1 server.

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