4. User Support

WeAll provideour variousManaged open-sourceHosting softwarepackages managedinclude hostingTech servicesSupport, outbut User Support is considered an Add-On service. Here’s a breakdown of the box.differences Theand listwhat you can expect from each type of support and how to get Tech Support if you need it.

User Support vs. Tech Support

User Support focuses on helping you with general usage questions and issues related to the serviceseveryday weuse offerof our services. This is usually information you can find in the documentation of each platform, but you don't want to spend time on trying to figure out things and want our expertise for it so that you focus on your everyday tasks and don't waste time in technical tasks. It typically includes:

• Assistance with navigating the user interface.
• Guidance on using specific features or tools.
• Help with account-related questions, such as billing or login issues.

Examples of User Support:

• How do I change my password?
• How do I add a new app on my Nextcloud instance?
• How can I make audio calls in Mattermost?

Tech Support is more specialized and deals with technical issues that might affect the functionality of our services. This support includes:

• Troubleshooting technical problems or errors.
• Downtime related issues.
  
• Addressing performance concerns.

Examples of Tech Support:

• Resolving errors that do not allow you to access your instance.
• Fixing issues with data syncing.
• Help with troubleshooting performance problems.

How to Get User Support

User support is available as an Add-On service and can be foundrequested here:separately https://cloud68.co/managed-hosting.html.

from

Fromour timestandard totech timesupport. weTo receiveget requests for managed hosting services to be set upstarted with customUser specsSupport, (eg. custom storage, hourly backups, platform customization, etc.) or with very specific platform requests, and as long asfollow these open-source platforms are licensed under a permissive license, we always try to accommodate these requests. This does not mean that we can provide you and your team with any setup. This means that we can't accommodate all requests 100%.
steps:

How to request an on-demand Managed Hosting service with custom specs?

1. visit

   Submit a Request:

   • Visit https://cloud68.co/get-your-instances/on-demand-servicesthis page  and fill in the form.
   • Provide details about the kind of user support you need, including any relevant screenshots or error messages.

2. Review and Estimate:

   • After submitting your request, our support team will review the details and provide an estimate of the time required to address your issue.

3. Additional Time and Costs:

   • This Add-On service requires additional time from our support team and is billed separately from the standard tech support included in theall form;packages.
4. once we

   Payment:

   • You will receive an invoice for the formUser Support service.
   • Proceed with payment using one of the methods listed here.

5. Completion:

   • Once payment is confirmed, our team will contactstart you.addressing Usually,your wesupport mightrequest.
   ask some additional questions if some details are not clear or we
   • We will sendnotify you awhen financialyour offer;issue has been resolved.
   • if
   you
approve

the

Pricing

offer

The bycost clickingfor User Support is based on the 'Approve' button (see screenshot below) our billing system will automatically generate an invoice for you,time and wecomplexity will proceed withof the deployment;support

inrequired. parallelThe withcost theper deployment,working youhour willis be75Eur/hour. asked to proceed with the payment (here are more details about it https://docs.cloud68.co/books/faqs-billing );

you are ready to use the instance, and we thank you for choosing reliable open-source digital infrastructure.

---

'Approve' button of a financial offer from billing.cloud68.co

DoIf you approvehave allany requestsquestions foror customneed instances?

further

Weassistance, arefeel focusedfree onto providingcontact us through our servicessupport only for open-source licensed platforms. We also do not guarantee that will accept all requests at the moment. We don't have the knowledge on offering managed hosting all the open source licensed platforms out there, and we prioritize platforms that we have strong knowledge from our usage on a daily basis following the principle of dogfooding. The best way to find out is to reach out to our team.
portal.