Ticket escalation

September 24th, 2014 by

Managed server customers receive as standard 24/7 monitoring of their servers, we check that the machines are up, that ssh is running, that the web-server is delivering the correct content amongst other checks. In the event a check fails our staff are alerted via SMS/pager to investigate the issue.

We’ve now enhanced this service for managed server customers, in the unlikely event you have a service affecting issue that the automated monitoring hasn’t caught, you can file an urgent ticket through our control panel which will create a new support ticket and alert our staff via SMS to deal with your issue.

This was a feature request from a customer in a meeting last Thursday and went into production as a service enhancement on Tuesday, we’re always receptive to suggestions from customers to make our offering better.