Support is at the heart of our company and among the values that we consider most important of all. This section covers all the support services offered by Momit so that you choose the one that best fits the needs of you and your company.
Unmanaged System
The unmanaged system setting is the default for Dedicated and Virtual Servers, meaning that you are provided with administrative access to the server and can operate without limits, provided you comply with the General Terms of Service. With this setting enabled, you can access technical support for the system and hardware, but not for software or specific applications.
This option is preferred by companies that have in-house IT personnel with the skills necessary for the management of the purchased solutions..
Managed System
The managed system setting can be purchased with the various Dedicated Server and Virtual Server services and provides you with limited access, usually power user access, while administrative access is reserved to Momit technicians. The customer can operate without limits and access technical support for the system, hardware and software. Specific applications or management systems may be included under the managed system setting if the customer provides all the documentation necessary for managing the application.
This option is preferred by small companies that do not have in-house IT experts qualified in managing the purchased solutions.
Basic Support
Basic support is provided with all Momit solutions and services via ticket system. Simply write an email to the support team and, subject to the specific SLA, available technicians will work to resolve your issue. Each issue is automatically picked up by the ticket system, which will notify you of the receipt of the email, assigning a specific ticket number, and will alert Level 1 support.
In some cases, level technical support may not be able to resolve the issue and Level 2 technicians or developers will be alerted. In such cases, resolution times may be longer, but within defined SLA terms.
This option is for all services that are not considered mission or business critical, such as the hosting of a basic website or backup service.
Premium 24-Hour Support
24-hour support is an optional extra service that can be activated and supplied for solutions including Dedicated Servers, Virtual Servers, MailPro, Cloud Antispam and cloud or legacy applications developed by Momit. The service is not available for Windows Hosting, Linux Hosting, Mail Smart, Cloud Antivirus and Remote Backup. 24-hour support supplements the basic technical support via ticket system with technicians available at the times outside of the basic support times, at weekends and on public holidays. Access to the regular basic support service is provided as usual during regular business hours and at other times you can use a special dedicated number and PIN to gain direct access to a Level 2 technician who will help you with your issue. Each issue is automatically registered and a resolution is guaranteed within defined SLA terms.
This option is preferred for all business and mission critical services, such as an enterprise application on a Dedicated or Virtual Server or email systems in large international companies.
NBD SLA
All support services are offered under a NBD SLA formula. SLA stands for Service Level Agreement and NBD for Next Business Day, meaning that a submitted issue must be resolved within one working day after its date of submission.
For basic support, business hours are defined as Monday to Friday from 09:00 to 18:00. For example, if a ticket is registered on Friday 22nd December at 17:00, a resolution of the issue is guaranteed by Wednesday 27th December at 17:00, as weekends and holidays are not considered ordinary business days.
Premium 24-hour Support is available from Monday to Sunday, 24 hours a day. For example, a ticket registered on Saturday 24th December at 22:00 is guaranteed a resolution by Sunday 25th December at 22:00, regardless of weekends and holidays.
This option is usually satisfactory for most service solutions, including critical applications.
4 Hour SLA
Support services are also optionally available under a 4-Hour SLA formula. SLA stands for Service Level Agreement and the 4-Hour option means that a submitted issue must be resolved within 4 hours of its submission time.
For basic support, business hours are defined as Monday to Friday from 09:00 to 18:00. For example, if a 4-Hour SLA ticket is registered on Friday 22nd December at 17:00, a resolution of the issue is guaranteed by Wednesday 27th December at 12:00, as weekends and holidays are not considered ordinary business days.
Premium 24-hour Support is available from Monday to Sunday, 24 hours a day. For example, a ticket registered on Saturday 24th December at 10:00 is guaranteed a resolution by 14:00 on the same day, regardless of weekends and holidays.
This SLA formula option is usually combined with Premium 24-hour Support for mission and business critical services.
