Kiloservers.Com provides the following support options for our clients. Be sure to know what support level is assigned to your server to get free support on your problem.

Support Level I

This is the very basic support level which covers general support queries and questions. A typical guideline for Support Level I is any question or issue where a support tech does not have to access your server via RDP or SSH or issue has appeared on our side.

Support Level I includes support for the following issues:
• Server reboots
• Hardware issues
• General "How do I..." questions
• Modifying NS records on common NS server
• Modifying mailboxes of hosted domains on common Mail Exchanger
• Initial server setup (one time)
• Initial software setup: Apache/MySQL/PHP/Nginx/FTP (one time)

Included number of accidents per month: unlimited (excluding options marked "one time")

Monthly price: FREE

Support Level II

This is more advanced support level which covers queries and questions of Support Level I, plus any of these options which take less than 15 minutes to complete:

• Server software configuration files changes (not including 3rd party web applications and scripts)
• Problem diagnostics
• Setup and configuration of common server WWW/FTP/DATABASE software (not including 3rd party web applications and scripts)

Included number of accidents per month: 10

Monthly price: $20 (if not included in server price)

Support Level III

This is most advanced support level which covers queries and questions of Support Level II, plus any of these options:

• Setup and configuration supported 3rd party software (send an inquiry to our support to check whether your software is supported)
• Firewall configuration
• Server software troubleshooting
• Performance diagnostics and troubleshooting
• Sotware updates
• Security issues handling

Included number of accidents per month: 10

Monthly price: $40 (if not included in server price)

Custom Support

Any questions and issues on demand: $20 per hour. Minimum bill time - 1 hour.

We Do Not Support

Kiloservers.Com do not support:

• Any questions and issues related to 3rd party web applications which are handled by their support or by community
• Any support requests which require login to installed control panel (DirectAdmin/ISP Manager or so), excepting issues when control panel not functioning properly.