DEFCON Support Structure

Get answers to the most common questions about the DEFCON Management Service.

• Server Outages (Immediate Response) The goal of the FastServers.Net support department is to provide urgent turnaround times for server failures. This includes failed hardware, software, and network-based anomalies. In all applicable critical situations, the required resources needed to resolve emergencies will be focused towards prompt restoration of any justifiable crisis.
  
• Priority Support (2 Hours or Less) This range of support is provided to server profiles that fall within the DEFCON 3, DEFCON 2, and DEFCON 1 Management Levels. Clients that pay for advanced support will receive the direct attention of our system engineers above and beyond standard support requests. We adhere to our SLA-based focus of providing resolutions to problems in two hours or less: support requests that fall into this category have the immediate, dedicated attention of our Level 3, Level 2, and Level 1 engineers.
  
• Standard Support (12 Hours or Less) Self Managed clients are provided a high level of support with a 12 hour or less guaranteed response time on tickets. The support provided is "per incident" and is spearheaded by our Level 1 & Level 2 engineers. DEFCON 4 clients have two Support Incident Tickets per month with the ability at the time of ticket submission to immediately receive priority support by approving a minimum 30 minutes of advanced support. By doing so, the ticket is escalated to our priority support queue and the two-hour or less response guarantee immediately applies to the thread in question.
• New Service Provisioning (24 Hours or Less) Next in the line of support prioritization is a focus on the solid provisioning system we have in place for new services, add-ons or upgrades. With a guaranteed turnaround time on dedicated server rollouts and attached offerings, our team of engineers will continue to employ the necessary resources to meet these deadlines wherever possible.