freistilbox support satisfaction score
This is how customers rated our handling of their recent support requests:
Support levels
We offer two levels of technical hosting support:
- Standard Support applies to all our freistilbox customers. We handle Standard Support requests on a best-effort basis.
- With the Enterprise Service Level Agreement, we offer an optional add-on package with premium support services.
Here are our support services in detail:
| Services | Standard Support | Enterprise SLA |
|---|---|---|
| Access to online documentation | ||
| 12x5 support response (Mon-Fri 08:00 to 20:00 CET) |
||
| Unlimited support requests | ||
| Live support via email | ||
| System configuration assistance | ||
| Application configuration assistance | ||
| Deployment assistance | ||
| Problem diagnosis | ||
| Guaranteed availability | ||
| 24x7 support response | ||
| Priority response for support requests | ||
| Proactive capacity upgrade | ||
| Performance tuning | ||
| "Remote Hands" system administration | ||
| Private Slack channel |
Enterprise Service Level Agreement
Customers who upgrade to an freistilbox Enterprise SLA receive all the benefits of Standard Support plus the services listed below.
Guaranteed availability
The freistilbox Enterprise SLA defines an average service uptime of 99.9% per month. In the event we miss this goal, customers get a refund.
24x7 support response
In the case of critical issues causing application unavailability or site downtime, we help you get your site online again at any time of day.
Support requests received outside of our office hours are automatically forwarded to an on-call support agent who gives you immediate feedback how we are going to handle them.
Priority response for support requests
We will check and respond to your support requests ahead of Standard Support tickets already waiting in the queue.
For each request severity level, we guarantee a defined maximum response time:
| Priority | Description | Target response |
|---|---|---|
| Urgent | Production application is completely down or unusable | 30 minutes |
| High | Production application is up, but is negatively impacted | 4 hours |
| Normal | General support requests | 1 business day |
| Low | Questions, requests and suggestions | 3 business days |
Proactive capacity upgrade
In case your website experiences an unexpected traffic surge, we'll proactively boost the capacity of your boxes to the next higher size (S→M, M→L etc.). This upgrade is provided free of charge for a limited time.
Performance tuning
Enterprise SLA customers have direct access to our skilled system engineers who help you with optimizing your application for our hosting platform. This includes help with the following issues:
- Resolving issues with SQL statements
- Analysis and optimization of slow queries
- Increasing HTTP caching efficiency
"Remote Hands" system administration
We take care of administration tasks that you can not or don't want to do yourself. For example, importing database dumps or manually triggering a batch job.
Private support chat
With an Enterprise SLA, you get direct access to our engineering team in your own private Slack channel.
Ready to give the operation of your websites into expert hands?
Check out our plans!