Frequently asked questions
How we react to incidents, handle developer requests and what we monitor.
What is your response time to server events?
The documented maximum for a client request or a Warning alert is 1 hour. In practice during business hours it is usually under 10 minutes. At night, weekends and holidays on-call administrators cover the shift: we still budget up to an hour, though 15 minutes is common. Critical events go first.
How fast are developer requests handled?
A single command runs as soon as an administrator sees the ticket. Long jobs (for example counting a directory of hundreds of gigabytes) finish when the command finishes. If a service needs configuration, the administrator clarifies details and gives a timeline.
Will you set alerts for website downtime?
Every system we support is added to monitoring. For websites we check availability, SSL presence and certificate expiry. For servers — ping, disk, memory, CPU; for physical machines — SMART, RAID, web and database services, ports and other checks the client needs.