This is a general support ticket system answered on a first come first served basis. Ticket support is provided 24/7/365 however its peak availability is from 8am – 10pm CST, Monday through Friday. Tickets are still answered outside of these times but their response may be delayed.
Extras } Advanced Support
Advanced Support, Software Installation & Managed Services Types of Support Available
General Support Ticket System
911 Emergency TicketsThis is a ticket system that is answered 24/7/365. KickAssVPS.com strives to answer these tickets within 10 minutes of submission. This system is meant for server, website or, database down situations. If your ticket submission does not fall under 911 Emergency guidelines it will be moved to the general support ticket queue and answered on a first come first served basis.
Online ChatIs meant to be a quick answer, FAQ support system. If the chat goes too far in depth or your request cannot be answered in a timely fashion you may be requested to submit a support ticket. KickAssVPS.com strives to have online chat available from 8am – 10pm, Monday through Friday.
Phone SupportIs generally available from 8am – 10pm, Monday through Friday. You can phone KickAssVPS.com with billing, sales, or support questions at 1-855-484-3256. Phone support is meant to be a quick answer, FAQ support system. If the call goes too far in depth or your request cannot be answered in a timely fashion you may be requested to submit a support ticket.
Basic Support FREEThis support is defined as any support that can be addressed via the ticket system. This support is
not intended for our staff to log into the VPS
itself. There is also no charge for
support if it is determined that the issue is a VPS, Hardware, or infrastructure related.
Quick Admin $10 per incident < 15 minThis support is any support in which a technician has to physically log into the VPS to correct issues caused by or created by the user. This included misconfigurations and incorrect setups.
Advanced Support $125/hour min. 1 hourThis is any support in which a technician has to physically log into the VPS/Server and perform extensive troubleshooting to resolve the problem. KickAssVPS.com does not employ web developers, DBA’s, or programmers, and this troubleshooting is performed based on the experience of the staff troubleshooting like or similar situations. KickAssVPS cannot guarantee a resolution and recommends that the user seek out the proper resources to resolve complex issues not related to the VPS, hardware or infrastructure.
If it is determined by KickAssVPS.com that the need for advance support is related to a hardware and/or infrastructure problem then the cost will be refunded to the customer.
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