You can always call our support team during office hours at +31 58 2038374. Our support team is available from Monday to Friday 09:00 to 17:00 (CET). You can also send us an email at support@cloud86.io. During office hours, we usually reply to calls within 5 minutes and to emails within 4 hours.

Questions outside of office hours
As part of the SLA, you’ll get an emergency number that you can call 24/7. Because of this, you know you can count on us to quickly help you if there’s ever an outage. If you call the emergency number, you can leave a voicemail until 22:00 (CET), and we’ll get back to you within 2 hours. If you call about an outage after 22:00 (CET), you can leave a message and we’ll make sure the problem will get fixed.

What do we mean by an outage?
When there are problems with the infrastructure of our VPSes, you can always count on us to fix these issues at no cost. We try to fix outages related to the following services as quickly as possible:

- Web server
- Database server
- DNS server
- Email server
- Network connectivity
- Backup or disaster recovery request

Our team of technical experts is available 24/7 to help with outages related to the above services.

When not to call the emergency number?
If there are no outages related to any of the above services, it is not considered an emergency problem. The below issues are not considered emergencies for example:

- Help with installing a WordPress plugin
- Fixing a form that doesn’t work
- Help with setting up email
- Fixing website code which doesn’t work

If you have problems with any of the above, you can contact our general support.  

False emergency reports outside office hours
If you contact our emergency number and it later seems there was not an emergency outage as described above, you can be charged at €125 per hour.

At Cloud86, we make sure our services are available day and night. Our network consists of different components and hardware on which VPSes are hosted. We monitor these systems 24/7 with automated tools, which includes the web servers, Plesk control panels, databases and email servers.

If there are any problems with these services, our systems will notify our technicians immediately. Even outside our office hours, our technicians will try to fix any problems as soon as possible.

How is the VPS secured?
Cloud86 makes sure your VPS is secure through a variety of security features. For example, Cloud86 offers various layers of security for your VPS, such as firewalls, malware detection and anti-virus software. These features protect your VPS against many types of attacks and threats.

Cloud86 also regularly releases security updates for the VPS software and operating systems, so that vulnerabilities are fixed and prevented from being exploited.

Besides that, Cloud86 uses advanced security protocols to secure VPS access, such as encryption, multi-factor authentication (MFA), and secure connections.

We also have monitoring systems in place for suspicious activity and potential breaches, so we can fix security issues as quickly as possible.

VPS updates
With Cloud86’s SLA, we regularly provide updates for VPS software and operating systems to make sure that our customers can count on a safe and up-to-date VPS. We release these updates every month, which include security updates, bug fixes, and/or new features.

We’ll discuss the schedule of these updates for you, which gives you control over the updates. For example, you can request that we immediately update your VPS for critical security updates, while less urgent updates will only be done once a month.

To prevent any issues, we thoroughly test all updates before we update your VPS. This minimizes the chance of any issues occurring later.

When will maintenance for the VPS occur?
Cloud86 will carry out maintenance at scheduled times to keep your VPS as fast as possible. Scheduled maintenance usually takes place monthly between 23:00 to 06:00 (CET) to minimize its impact on you.

- Cloud86 will try to minimize the impact of scheduled maintenance as much as possible.
- Cloud86 will not inform you of scheduled maintenance in advance, unless there is an increased risk of issues occurring.
- If there is an increased risk, Cloud86 will inform you at least 2 weeks in advance through email. You should therefore make sure your email address is up to date so we can reach you when necessary.
- It is ultimately up to Cloud86 to assess the impact of the planned maintenance.

Emergency maintenance

Emergency maintenance involves taking immediate actions to situations that can quickly cause major problems to the service. It can’t be planned, but it has to be carried out immediately.

An example of such a problem would be a major security flaw that was discovered by a supplier and requires an immediate fix. Cloud86 and the customer both have obligations for emergency maintenance:

- Cloud86 tries to minimize the impact of emergency maintenance on your VPS and its associated infrastructure. The emergency maintenance will be carried out as quickly as possible after detection or notification of it.
- The customer is aware that Cloud86 must carry out emergency maintenance immediately and that it is up to Cloud86 to assess when emergency maintenance should occur.

Making backups is optional and is not included by default with your Managed VPS. However, it’s of course possible to make backups. These are your options:

- Backup A: 7-day backup - €0.1 per GB of storage
- Backup B: 14-day backup - €0.15 per GB of storage

The price per GB is multiplied with the total amount of GB that your VPS is using.

Would you like to request more information or request one of the backup services? Just get in touch with our support team.

Disaster recovery (optional)
If you have purchased one of our backup services, we can perform a disaster recovery if requested. This means we can restore the entire VM up to 7 days back (backup A) or up to 14 days back (backup B).

VPS performance
Cloud86 guarantees an uptime of 99.95% for your VPS. This means that customers can count on a very reliable and stable VPS that is almost always available.

To guarantee this high uptime, we automatically monitor our network and server infrastructure 24/7. This allows us to quickly reply to any problems and fix them before they turn into outages.

At Cloud86, you can request additional technical support through My Cloud86 or through email. This involves technical stuff which you can technically carry out yourself, but you would like our help with. As soon as you have submitted a request, you will receive a ticket number from us so you can track the request. One of our technicians will then let you know what we can do for you and any costs that we might charge you for that.

Please keep in mind that these requests can only be handled during office hours. We also don’t provide a guaranteed response time for these requests. For these requests, there are obligations for both Cloud86 and the customer, as described below:

What are the rates for additional technical support?
Cloud86 offers two different rates for additional technical support services, which you can request if our support department cannot provide you with a solution. Below you can find an explanation of these services as well as their rates. We will always let you know of the expected costs before we get started, and you will be charged once we are finished. Please keep in mind that there is a minimum charge of €100.

General
This includes doing basic tasks on your VPS, such as installing software or helping you fix problems at the user or administrator level. You will be provided with advice about these problems, and we will fix these problems for you within the Plesk control panel we provided you with. This service costs €100 per hour.

Sysadmin
Our sysadmins can help you with problems at the root and administrator level. We will provide you with advice about the causes and fix the issues for you. You can also request this service if you need advice about new features or software implementations. We charge €125 per hour for this service.