24-hour emergency support is available to Cloud Server customers and Leased Line customers in certain situations only.
Any other services are not eligible for emergency support and you should use our normal support process instead.
Emergency support can be accessed by creating a High priority support ticket at https://www.filesanctuary.net/help.
Creating a High priority support ticket will cause on-call staff to be paged to handle your response as soon as possible, waking them if necessary. As such, we politely request that you only use this option for critical issues.
Our initial response time target for support tickets is within 4 hours, but most High priority tickets are responded to significantly faster than this -- often within minutes.
Here are a few examples of things that you should not create a High priority ticket about:
- General day-to-day usage questions
- Configuration change requests
- New user account requests
- Lost or forgotten passwords
- Billing queries
- Queries about other products or services (eg broadband, VoIP, backup services, WordPress Hosting, Dynamic Cloud, Office 365, WithSecure etc)
Misuse of this feature, especially out-of-hours, will result in a surcharge of £75 + VAT.
Cloud Server customers
Before creating a High priority support ticket, please make sure all of the following are true:
- The issue is regarding a Cloud Server that you have with us
- The Cloud Server in question has our Server Management add-on (unmanaged Cloud Servers do not qualify)
- You have logged in to your account before creating a ticket so we can verify your request is genuine
- You have already checked our status page at https://filesanctuary.statuspage.io to ensure that there are no known issues or scheduled maintenance in progress
- Your Cloud Server is completely offline and unreachable via ping, or a critical service is non operational (eg your webserver or database software has stopped responding)
If you need to talk to us about anything that does not meet the criteria above, you should create a normal support ticket (one with Medium priority).
Leased Line customers
Before creating a High priority support ticket, please make sure all of the following are true:
- The issue is regarding a Leased Line that you have with us
- The Leased Line has completed the initial installation and has been activated
- You have logged in to your account before creating a ticket so we can verify your request is genuine
- You have already checked our status page at https://filesanctuary.statuspage.io to ensure that there are no known issues or scheduled maintenance in progress
- Your Leased Line is completely offline and you cannot complete a ping to the Internet from a computer behind your router (eg
ping filesanctuary.netorping bbc.co.uk)
If you need to talk to us about anything that does not meet the criteria above, you should create a normal support ticket (one with Medium priority).
