We have prepared support plans to meet all types of urgency and technical complexity, our Arquitectos de Sistemas are responsible for implementing the solutions required by the customer. In case of incident, we offer different communication channels to contact customer service: phone, chat, whatsapp and email. All accommodations include a basic support plan via email with response time of 8h.
Rapid assistance, response and advice.
24x7 Incident Management
Online help, guides, FAQs
Proactive communication
Business hours
First answer: 2h
Channel Chat / Whatsapp
Assistance, intervention and monitoring.
24x7 Incident Management
Online help, guides, FAQs
Proactive communication
Hours 24x7
First answer: 30min
Chat Channel / Whatsapp / Telephone
Error / breakdown analysis
Resolution of the incident
Your IT team outsourced, support and continuous improvement.
24x7 Incident Management
Online help, guides, FAQs
Proactive communication
Hours 24x7
First answer: 15min
Chat Channel / Whatsapp / Telephone
Error / breakdown analysis
Resolution of the incident
Proactive monitoring
Personal technical advisor
DEFINITION OF THE FIELDS OF TECHNICAL COMPETENCE |
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123hosting responsibility |
Customer responsibility |
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· Hardware management |
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· Network management |
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· Maintenance operations |
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· Troubleshooting server updates |
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| · Resolution of problems related to the operation of 123hosting services |
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| · Resolution of problems related to the operation of the 123hosting client area |
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· Cloudflare advanced DNS management (only if you have a domain registration) |
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· Daily backup scheduling on local server, weekly retention |
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· SSH access configuration |
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· Firewall configuration |
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· Securization and hardening of the system |
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· Management and maintenance of hardware and network not belonging to 123hosting |
Cloud provider | ||
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· Code development |
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· Maintenance, unlocking and troubleshooting of software not developed by 123hosting * |
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· Migration of applications and data * |
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· Web administration, interventions in the code, development or updating of websites * |
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· Managing distributions and custom operating systems * |
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· Systems configuration tasks * |
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· Database management |
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· Management of customer data |
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* VARIABLE RESPONSIBILITY SERVICES ACCORDING TO THE LEVEL OF SUPPORT CONTRACTED. |
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