Exceptional Customer Care
From service deployment to its delivery, our comprehensive support encompasses every aspect of your experience with INTROSERV, guaranteeing a hassle-free journey.
Easy onboarding
We prioritize your needs. Join for our user-friendly platform that enables quick server launches. Our team provides seamless, zero-downtime migrations from your previous host and we also assist with server administration.
Our main goal is full customer satisfaction
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Enterprise-level support for everyone
Read more LessThe success and well-being of each of our clients is important to us. Whether you have a large remote infrastructure or a small order from several VPSs, you can always count on high-class support both in solving administrative issues and in solving technical aspects. Advanced support has always distinguished us from competitors and we strive to maintain a high level of trust in us.
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Quality control of services provided
Read more LessSmooth business flow is the key to success for any of our clients. We understand the importance of this, and therefore have long ago introduced the stage of equipment verification and testing. The equipment of the infrastructure in the DC is replaced according to the internal regulations, in which each component of the network or server infrastructure is replaced before the declared service life by the manufacturer. This is what allows us to ensure the smooth operation of the DC, as well as the services of our clients.
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Only Top-Tier DCs
Read more LessPhysical security of the server is a mandatory condition and we can assure you that only strictly limited authorized personnel have access to the clients' servers. Multiple power supply and Internet connection backup is also the de facto DC standard, which is designed to ensure uninterrupted access to the client's services.
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Continuous improvement of our team
Read more LessINTROSERV takes pride in its team of highly qualified employees who are dedicated to delivering top-notch hosting solutions. With expertise spanning across server management, and customer support, our professionals ensure optimal performance and reliability. They undergo continuous training to stay updated on the latest technologies, enabling INTROSERV to provide innovative and tailored services. Customer satisfaction is our priority, backed by our team's commitment and proficiency.
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Optimal and transparent prices
Read more LessThe pricing policy of our company is based on two principles - competitiveness and absolute transparency for clients. Our rates are attractive for both small and large businesses. We have no hidden fees or additional payments after purchasing the service. Of course, we do not forget about bonuses for clients in the form of discounts for paying for a long rental period and at its maximum the discount can be up to 8%. And we do not stop there and always strive to find a balance in the cost of the service in order to become even more attractive to clients without losing the quality of the service provided.
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Money back guarantee
Read more LessHonesty and mutual respect are another principle we have been committed to since the early days of our company. For objective reasons, service failures may sometimes occur and understanding this, we are ready to offer the client an alternative. If alternative options also fail to satisfy the client, then we are ready to initiate a refund without additional conditions.
Comprehensive support & Expert technical services
First line & sales support
Our support team provides around-the-clock assistance and expert guidance on all hardware and software needs, serving as your trusted, one-stop resource for any technical issue or upgrade requirement.
- Available 24/7
- Multi-Language support
- Contact via web-chat, email, tickets, Telegram, Facebook
- Upgrade scheduling
- Help in selecting services
- Resolving payment issues
- Accepting an order and placing it for preparation
- Installing the client OS
- Service availability issues
- Discounts and commercial offers
Enterprise-Level Support for Everyone
The success and well-being of every client matters to us - regardless of the size of their infrastructure or the scope of their project.
Whether you manage a large-scale remote infrastructure or are just getting started with a few VPS instances, you can always count on the same high standard of support - covering both administrative and technical needs.
Advanced support has always set us apart from the competition. We are committed to maintaining the high level of trust our clients place in us.
- Equal service quality for every client
- Support for large and small infrastructures alike
- Administrative and technical assistance combined
- A trusted partner - not just a provider
Technicians and network engineers
Skilled data center technicians guarantee timely installation, precise configuration, and on-schedule delivery of servers, while also handling hardware upgrades, downgrades, or emergency replacements with seamless execution.
Meanwhile, our network engineers provide 24/7 support to maintain optimal service performance through minimal latency, zero packet loss, and robust DDoS protection.
- Servers upgrade, downgrade
- IP address routing
- Setting up a local network and VLAN
- Replacement of components
- Server replacement
- Troubleshooting service unavailability issues
Advanced technical assistance
One of the distinctive features of our service compared to competitors. Our support team is available to assist with project setup, including integrating services into a local network, configuring virtualizers through cluster setup, and linking backup services to servers. We can further provide assistance with custom OS installation or third party software adaptation, helping to troubleshoot and resolve any related issues.
Certainly, our team of technical experts is always available to assist you in migrating your project to our servers and VPS, ensuring that your projects can seamlessly operate on the enhanced capabilities of our services.
Proactive 24/7 Monitoring
All INTROSERV services are continuously monitored around the clock. When a hardware fault or infrastructure anomaly is detected, our engineering team is automatically alerted and takes immediate action.
- 24/7 infrastructure monitoring
- Automatic detection of hardware and service issues
- Rapid response by experienced technicians
- Proactive incident prevention and resolution
- Improved service stability and uptime
FAQ
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How quickly does INTROSERV support respond?
Support is available 24/7, including weekends and holidays.
The average first response time is 10 minutes.Requests are prioritized by urgency. Critical incidents, such as hardware failure or service downtime, go straight to engineers at any time of day or night.
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Is technical support included in the price, or is it a paid add-on?
Yes, basic support is included with every INTROSERV service at no extra cost. It covers:
- billing and invoice questions;
- simple migrations;
- basic operating system setup;
- hardware upgrades and component replacement;
- other everyday requests.
More complex tasks are billed separately by the hour: system administration, complex migrations, custom private clouds, hypervisor setup, distributed storage and infrastructure design. The list of such services is on the Services page. We agree on the scope of work and the cost in advance.
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What is the difference between L1/L2 and L3 support?
These are two levels of specialists who handle tasks of different complexity.
- L1/L2: everyday requests: service activation, OS installation, billing questions, connectivity checks, consultations.
- L3: complex operations: hardware replacement and upgrades, VLAN and routing configuration, in-depth diagnostics, recovery after failures.
A request is automatically routed to the right level, so you do not need to choose a team yourself.
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Can you help me migrate from another provider?Yes, and often for free. At no extra charge, we migrate hosting control panels (cPanel, HestiaCP and others) and copy your data to the new server. If the project is complex, you may need a system administration service billed hourly at a separate rate. In any case, our engineers will help you plan and carry out the move with minimal downtime or none at all.
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Do you offer support in my language?
As a rule, yes: we communicate in all languages in which our website is available. A multilingual team answers in chat, tickets, by email and in messengers.
Technical, billing and commercial questions can be discussed in the language that is most convenient for you.
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Will you notice a problem with my server before I do?
Yes, if you enable monitoring. On request, we will add your server to the monitoring system and watch:
- disk health;
- service availability;
- other key metrics.
If a problem appears, we will notify you and advise what to do.
We monitor our own infrastructure (data center equipment, network and systems) around the clock by default. Engineers react to failures immediately, often before clients notice them.
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What does support cover – and what remains my responsibility?
We are responsible for:
- Hardware, network and power;
- The data center environment;
- Operating system installation;
- Platform-level assistance.
You are responsible for the software and applications inside the server.
If you want to hand some of these tasks over to us, add system administration services billed hourly. They cover security, performance and monitoring, including virtualization environments, Docker and Kubernetes. You decide how much work to hand over.
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Can you help me choose the right configuration before I order?
Yes, infrastructure planning and platform consultations are part of standard support.
Tell us about your project: the expected load, the software stack, storage and network requirements. Based on this, our engineers will:
- Recommend the optimal server, cloud or storage configuration;
- Prepare a custom commercial quote;
- Help with deployment when you are ready.
