Support Packages

Basic Support

Basic Support represents all Support activities DNS Europe considers its default responsibility and we carry out this support for free. DNS Europe will never undertake any chargeable activity without your explicit authorization, so you are always free to ask us to assess an issue.

Included support services are limited to:

1. Installation state functionality - All out-of-the-box functionality is warranted for free support. It is our responsibility to support functionality equivalent to that of a newly provisioned VGS, and to demonstrate that functionality works with an example set-up. It is not our responsibility to get your specific set-up operational.
2. Issue triage and basic investigation - we will look into your issue and identify the issues and recommend actions and solution, including Paid Support.
3. Hardware related issues - If the problem is caused by hardware it is entirely our responsibility.
4. Networking and Connectivity Issues - If problems are caused by our network, it is our responsibility.
5. Reboots

Any other support activities will be charged, after permission and authorisation only, on a per incident basis at our standard support fee of £40 per hour (15 minute increments, 30mins minimum).