By default your Cloud VPS, Virtual Server or Dedicated Server is self-managed, so you are responsible for installing software, maintaining the VPS and resolving any technical issues that you encounter. Crucial staff members monitor the VPS Node as well as Network and will only perform VPS reboots.
If you require technical support and/or server administration assistance please consider our VPS Support and Management plan, this plan gives you access to the following:
- Business hours phone support (Monday-Friday 9am-5pm AEST)
- 24 x 7 Email / Ticket Support
- 5 issues per month (1 issue per ticket / call)
Web development and coding work must be handled by external developers or designers.
Cloud, Virtual & Dedicated Servers:
Customers who have purchased a support plan on a Cloud, Traditional and Dedicated server; are entitled to the support levels provided per their plan. Support requests outside of the scope of the plans may be declined at the discretion of Crucial.
The self-service PAYG Public Cloud does not include a Support plan option. Instructions for use are provided in the PAYG User Guide, please refer to this documentation at all times.
Third Party Apps & Coding:
Crucial is not responsible for the management or configuration of any third party applications not licensed directly through Crucial Cloud Hosting.
Terms of Service & Acceptable Use Policy:
Our Terms of Service and Acceptable Use Policy can be viewed here. Crucial may decline support for any item not listed in our Support Plans based on our ability to provide a suitable level of service. We recommend any website source code, third party software or database issues be investigated by developers, designers or DB engineers.
Notice to all customers of Crucial: Customers who are eligible for Technical Support and call our phone-based support desk without prior submitting a ticket, may be asked to do so before any investigation or troubleshooting can be carried out. Please note that our Support Desk and ticketing system allows our team to accurately resolve, track and archive any issues you may incur. Our ticket system is the most streamlined way to obtain support, and operates 24x7x365.
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