KNOWLEDGE BASE
Frequently asked questions
Service and hardware
2What is included in hardware diagnostics?
We check the symptoms, power, storage, memory, cooling, network connections and software. After diagnostics, we provide the cause, solution options, estimated time and cost.
What should I do during a critical incident?
Create a request marked as critical and include the affected service, start time and business impact. Do not delete event logs: they help identify the cause faster.
Getting started
2How do I create a support request?
Select “Create request”, choose the appropriate form and describe the task. The request will appear in your account where you can track its status and team replies.
What should I include to get a faster resolution?
Include the expected result, website address or service name, when the issue started and screenshots. Do not include passwords or other secrets in the request text.
Requests and response times
2How quickly will the team respond?
Requests are handled in order during business hours. Priority and the completeness of supplied information affect response time. The current status is always visible in your account.
Where can I view request status and history?
Open your account and go to My requests. Messages, attachments, status changes and team replies are stored there for every request.
Cloud and security
2Can you configure backups?
Yes. We design a backup policy around data volume, recovery targets and budget, including local copies, cloud storage and regular recovery tests.
How can I securely share access with a specialist?
Do not post passwords in a request. The specialist will arrange a secure channel or a temporary least-privilege account. Revoke temporary access after the work is complete.