All tickets and tasks you open will be answered and resolved. There is no limit on the number of tickets you can open.
Our guaranteed response time of 12 hours and resolution time of 24 hours applies to your first 10 tickets / tasks per service in the last 30 days.
How it works:
1. First 10 tickets: Have a guaranteed 12h response and 24h resolution.
2. After 10 tickets: If you open more than 10 tickets in a rolling 30-day period, your additional tickets will still be handled, but without a guaranteed response/resolution time. You may have to wait longer.
To get the most out of your SLA:
Since you have 10 guaranteed slots per month, we recommend using them for actual server issues and tasks that need admin access.
Please avoid opening separate tickets for tasks that you can easily handle from your control panel (like creating email accounts, FTP, databases) or for general checks when there is no actual problem. Saving your guaranteed slots for real issues will ensure you get the fastest response when you really need it.
And as per our guidelines, please open a separate ticket for each unrelated issue/task - it helps us resolve them faster.
