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BasicCloud strives to maintain support response times as fast as possible for all technical issues which are reported through BasicCloud’s customer support. BasicCloud monitors all infrastructure and core services 24×7 and provides 9×5 customer support from 9am to 6pm CET as part of the standard cloud platform services. 24×7 customer support and monitoring of customer environments are not included in the standard cloud platform services but are available as a service add-ons.
All of our customers have access to customer support in any of the following ways:
Phone: +31 85 0606640.
30 minutes maximum response time.
Customer’s production environment is stopped or otherwise impacted in such severe manner that the customer or its commercial end users cannot reasonably continue to work. Customer cannot resolve the issue on his or her own.
Priority level 1 issues may have the following characteristics:
System hang or crash situations; Data loss or data corruption; Critical functionality not available.
For priority level 1 issues, BasicCloud will begin work on the issue within 30 minutes of notification and will continue to process with top priority until the customer is given a fix or workaround, or the level of the ticket is being downgraded. Customer resources must be made available in priority level 1 situations and customer will reasonably cooperate with BasicCloud to resolve issue.
8 hours maximum response time.
Priority Level 3 issues may have the following characteristics:
Error message with workaround;
Minimal performance degradation;
Incorrect product behaviour with minor impact;
Questions on product functionality or configuration;
General requests for advice on product usage;
Clarification on product documentation or release notes;
Product enhancement requests.
BasicCloud is simple, fast, secure, and scalable. You can host any web application with ease and pay only for what you use. No credit card is required. Cancel anytime.