Support Policy
CloudLinux will support installation, usage, configuration, diagnosis and bug fixes. We will fully support our product and all its versions. We cannot support modified RPMs, code development, system and network design, implementation and development of security rules and policies. We know that you will understand.
Service level agreement
| Basic | Standard | Premium | |
|---|---|---|---|
| Hours of Coverage | Standard Business Hours | Standard Business Hours | Standard Business Hours |
| Support Channel | Web | Web and Phone | Web and Phone |
| Number of Cases | Unlimited | Unlimited | Unlimited |
| Initial and Ongoing Response Times | |||
| Serverity 1 | 2 Business days | 4 business hours | 2 business hours |
| Severity 2 | 2 Business days | 1 business day | 1 business day |
| Severity 3 | 2 Business days | 2 business days | 2 business days |
| Severity 4 | 4 Business days | 4 business days | 4 business days |