ServePath's 24/7 Support is included with all ServePath products and services and allows customers to email, call, or chat anytime, day or night, with a live certified systems administrator. Our Support response times are backed by a 10,000% Guaranteed Service Level Agreement. ServePath's SLA also covers network performance, hardware replacement, physical security and much more.
Service Level Agreement
ServePath's 10,000% Guaranteed SLA promises 100% uptime. No competing SLA is as detailed or as generous.
What exactly does 10,000% Guaranteed™ mean?
For every minute that ServePath fails to deliver, we give you 100 minutes of credit.
Learn More about our Service Level Agreement »
ServePath Free 24/7 Support
Contact Support: (option 2)
Chat online through the customer portal at my.servepath.com
Free 24/7 Support allows customers to contact a certified ServePath systems administrator 24/7, as well as access to an extensive online solutions library and customer portal. Our systems administrators can help with anything from operating systems to network issues, and they provide customers with the best in customer service.
ServePath is committed to our customers. It is our mission to provide industry-leading Service & Support to our customers consistently and with true dependability, 24 hours a day, 365 days a year via phone, chat, email and our customer portal. After all, our success is your success.
Our Team:
Our Support team of Microsoft, Cisco and RedHat certified Systems Administrators adhere to industry-best standards in providing Service and Support for a wide variety of platforms. All ServePath Support Systems Administrators go through a rigorous 5-week training program at ServePath Academy to develop technical and service skills, providing our customers with an unparalleled Support experience.
Dedicated Service Teams
Our new Dedicated Service Teams have formed to bring you an even more cohesive support experience. We've brought together the experts you need to offer quicker responses and solutions as well as give you consistant contact with the same experts who are familiar with your account and infrastructure.
Learn More about our Dedicated Service Teams »
Included Support
Free, technical support is always available from Certified, on-site Systems Administrators. Support response times are guaranteed by our Service Level Agreement.
Technical Support can be reached via:
- 24/7 toll-free calls at Select menu option 2 to connect to Support.
- International customers can call +1-415-869-7000
- Open a new Support case, update existing cases or review your Support case history from the ServePath Customer Portal at http://my.servepath.com.
- Chat online with a Support team member via the chat link in the Customer Portal
Get help from our certified Support team on:
- Operating Systems: Troubleshoot Initial Configurations, Change Hostnames, Add/Edit DNS Zones/Records on ServePath DNS Servers, DNS/WHOIS Migration, Consulting, Configure Additional IP Addresses on NIC
- Control Panels: Troubleshoot Initial Configuration, Change Hostname
- Hardware and Network: All hardware and Network problems are fixed FREE of charge.
- Customer Portal Access Including: Server Security Scanning, Remote Reboot
Extensive Online Support Section:
Browse through our Support Section for answers to questions ranging from simple setup to advanced and complex configuration of your server and software. This section includes a massive Knowledge Base with over 1,500 articles (growing daily), 600 Flash Tutorials, and a Frequently Asked Questions (FAQ) page.
Fee Based Technical Support
- Professional Services: Hands-on System Administration including Configuring DNS, Web Site migration, troubleshooting 3rd party applications, installation of 3rd party SSL Certificates, and more
- Priority Professional Services: Unscheduled professional services projects where work must begin within 20 minutes of a request being made.
- Custom Partitioning: Custom drive partitioning for any hard drives in your system
- OS Reinstall: Hard drive re-images and OS reinstalls for degraded systems
- Apply Security Updates: Security patch management on request
Emergency Technical Support
- Server Down Due to Hardware Issue - FREE
- Changed IP Settings - FREE
- Locked out Because of Misconfigured Firewall - FREE
- Changed Permissions/Ownership on System Files Leading to Unbootable System - Contact Support
- Kernel upgrade leading to unbootable system - Contact Support
- Misc. Non-Hardware based issues leading to unbootable system - Contact Support
- Emergency OS reinstall (hacked, unbootable system) - Contact Support
