Support Scope and Availability

Purpose: This manual defines the structure, scope, and operational framework of INTROSERV Support. It specifies which services are covered, how support is delivered, when it is available, and the standards of communication and responsibility between INTROSERV and its clients.

1. Services Covered

Hosting Products and Solutions

INTROSERV provides technical support for the following solutions:

• Dedicated Bare Metal Servers – fully customizable hardware-level servers.
• Virtual Private Servers (VPS/VDS) – KVM-based virtualization with dedicated resources.
• GPU Servers – high-performance computing configurations.
• Game Servers – optimized hosting for gaming environments.
• Cloud Storage – multiprotocol storage services.
• Backup Service – data backup and protection solutions.

Support Structure

INTROSERV technical support operates on a tiered system:

First Line Support (L1)

Handled by Technical Support Specialists and Support Engineers who provide:

• Initial request processing and triage
• Account and billing assistance
• Basic troubleshooting and guidance
• Knowledge base navigation
• Solution selection and recommendations
• Operating system and software installation
• Request escalation when needed

Second Line Support (L2)

Handled by System Administrators and Data Center Technicians who provide:

• Advanced server configuration and optimization
• Hardware-level diagnostics and repairs
• Complex network troubleshooting
• Direct data center operations
• Critical infrastructure maintenance

Included Support Topics

Support covers:

• Server provisioning and configuration.
• Operating system installation and setup.
• Custom OS installation (if compatible with server hardware and IP-KVM with virtual media is available).
• Software and component installation assistance.
• Custom control panel installation and configuration.
• INTROSERV services configuration and setup.
• Account and billing access assistance.
• Network connectivity and performance troubleshooting.
• Hardware failure diagnostics and replacement.
• DDoS protection configuration and tuning.
• IP-KVM access troubleshooting.
• Data migration assistance (available upon request when ordering servers).
• Resource scaling and server upgrades.

Out of Scope

INTROSERV Technical Support does not include:

• Custom software development unrelated to INTROSERV services.
• Issues within the client’s local infrastructure or internal network.
• Third-party software not integrated with INTROSERV.
• General IT training or consulting.
• Data recovery from external backups not managed by INTROSERV (except when requested as part of migration to INTROSERV services).
• Issues caused by unauthorized modifications or security violations.

2. Support Levels and Responsibilities

INTROSERV provides support through certified system administrators and network engineers experienced in:

• Server infrastructure and virtualization.
• Network administration and security.
• Hardware diagnostics and configuration.

Service Models

Managed Hosting – INTROSERV handles server administration, security, and maintenance.

• Applies to Cloud Storage and Backup Service.
• Infrastructure, updates, and service availability are fully managed by INTROSERV.

Unmanaged Hosting – clients have full control and responsibility for their systems.

• Applies to Dedicated Servers and VPS/VDS.
• While unmanaged, INTROSERV provides extended support including installation assistance, configuration guidance, and troubleshooting within the scope defined in this manual.

3. Availability

Support Hours

• Available 24/7/365 for all active services.

Sales and Office Hours

• Monday to Friday: 09:00–18:00 (CET/CEST)

Response Standards

• All requests are processed according to INTROSERV internal SLA.
• Response and resolution times depend on issue severity and service plan.

4. Communication Channels

INTROSERV provides multiple official communication channels for support and inquiries.

Primary Channel

Ticketing System (Client Portal)

• Available 24/7
• Detailed issue reporting, file uploads, and status tracking

Additional Channels

Email:

• Support – [email protected]
• Sales – [email protected]
• General inquiries – [email protected]

Phone: +386 1 8888 276 (Sales and general inquiries)

Live Chat: available through website and client portal

Telegram: @INTROSERV_COM_bot (alternative contact option)

Knowledge Base and Documentation: available online for self-service and troubleshooting

5. Support Process

1. Submit Request – open a ticket or contact support via an available channel.
2. Provide Details – include server ID, configuration, and issue description.
3. Technical Analysis – support team investigates and identifies the cause.
4. Resolution – fix, reconfiguration, or escalation is applied.
5. Verification – client confirms successful resolution.
6. Follow-Up – continued support if additional assistance is required.

6. Languages Supported

• Primary: English
• Additional: based on support staff availability (email, chat, and tickets: Spanish, Portuguese, German, French, Ukrainian, Slovenian, Czech, Polish, Slovak, Romanian, Turkish)

7. Related Policies

For more detailed information, refer to the following manuals:

• Test Server Policy – describes procedures and conditions for temporary test server access.
• Abuse and Complaint Handling – outlines the process for handling SPAM, abuse, and violation reports.
• Refund and Billing Rules – details financial and service compensation terms.