Below is a detailed overview of ServerKade’s scope of support. This guide outlines the structure of our support system, detailing what you can anticipate from each plan and the additional benefits provided by our Premium Hosting Care Plan. Whether you are on our Free plan or a paid plan with Very High Priority Support, this page aims to clarify how the ServerKade team can assist you in maximizing our platform’s capabilities.
1. Overview of Plans and Included Support
We offer 3 main plans—Free, Pro, Ultimate —each with integrated support channels. Our mission is to provide all users with a dependable, affordable way to manage servers and websites across popular cloud platforms through a singular, user-friendly dashboard.
1) Free Plan (ServerKade Lite)
- No direct support from ServerKade.
- Users have access to community resources such as documentation, blog articles, and forums to find answers to common questions.
2) Pro
- Support Queue: Regular Priority.
- Expected response time: 4–6 hours.
- Ideal for smaller projects or those requiring only occasional support.
3) Ultimate
- Support Queue: High Priority.
- Expected response time: 2–3 hours.
- Caters to medium-sized projects or businesses needing quicker responses to support inquiries.
All paid plans (Pro and Ultimate) include some level of ticket support via our support portal. Response time expectations allow for better planning:
Regular Priority Support (Pro):
- Typical response within 4–6 hours.
High Priority Support (Ultimate):
- Typical response within 2–3 hours.
2. Premium Hosting Care Plan
For users needing more hands-on, direct support, we offer the Premium Hosting Care+ add-on. This package transforms your ServerKade experience into an expert-backed solution, providing:
1) Direct Slack Channel
- Access to a dedicated Slack channel with 6–7 ServerKade support team members.
- Communicate in real-time for faster guidance and issue resolution.
2) App-Level Troubleshooting
- Our specialists assist in troubleshooting issues within your application (PHP, Node.js, etc.) on the server.
- Advanced debugging and error analysis to maintain smooth performance.
3) Infrastructure Optimization Assistance
- Guidance on best practices for server setups, caching mechanisms, and performance tuning.
- Recommendations for optimizing your technology stack (e.g., Apache, Nginx, OLS) for enhanced speed and stability.
4) Free Inward Migrations
- We assist with migrating your existing applications or servers into ServerKade at no extra charge.
- Ensures minimal downtime and streamlined onboarding.
5) Custom Server Configuration
- Package and extension management tailored to your application’s needs.
- Assistance with installing and configuring services like Redis, Supervisor, PM2, and more.
6) Pro-Active Monitoring
- Our team monitors critical server events.
- Early detection and swift remediation of potential issues to minimize disruptions.
Seat Information:
- The Premium Hosting Care Plan includes one seat (typically the account owner) on the dedicated Slack channel.
- Each extra seat is $50/month if you wish to add more team members to the Slack channel.
3. What Our Support Covers
With ServerKade, our primary aim is to help you efficiently deploy, monitor, and manage servers and applications from various cloud platforms. Below is a breakdown of our support:
Server Provisioning & Configuration:
- Guidance on setting up servers and linking them to your ServerKade account.
- Assistance in configuring Apache, Nginx, or OpenLiteSpeed (OLS) for serving your applications.
- Help with SSL certificate installation, domain configurations, and basic firewall setups.
Application Deployment:
- Setting up PHP and Node.js environments for your web applications.
- Assisting with common tools like Git, NPM, Yarn, and PM2.
- Implementing best practices for code deployment to ensure minimal downtime.
Performance & Optimization Advice:
- Reviewing server settings and configurations to recommend changes for improved performance.
- Assistance with setting up caching layers like Redis or optimizing databases (MySQL, MariaDB, MongoDB) according to best practices.
- Identifying opportunities to scale and reduce costs effectively.
Basic Troubleshooting:
- Analyzing error logs to identify issues related to server or application configuration.
- Guidance for resolving common problems like permission errors, database connectivity, or web server misconfigurations.
App-Level Troubleshooting (Where Applicable):
The Premium Hosting Care plan encompass more in-depth help with application-level issues (e.g., debugging runtime errors, advanced configuration for frameworks).
3. What is Beyond Our Scope?
- Custom Feature Development or Code Changes: While we assist with troubleshooting, optimization, and deployment, we do not write or debug custom application code outside the scope of standard app-level troubleshooting.
- Third-Party Application Support: We do our best to assist with server-related aspects for all relevant technologies, but in-depth support for external third-party software or issues unrelated to server infrastructure may require external resources.
- Comprehensive Security Audits: We adhere to standard security best practices for ServerKade-managed infrastructure, but comprehensive security audits or penetration testing services are not included.
- Hardware or Networking Issues Caused by Cloud Provider: We will coordinate with your hosting or cloud provider to the best of our ability, but issues like data center outages or hardware failures remain their responsibility.
4. Summary
ServerKade is designed to provide you the flexibility of self-managed cloud hosting with expert support whenever needed. With a variety of plans and support channels—plus the flexibility of our optional Managed Services Pack—you can select the level of support that best suits your project’s needs and budget.
Here’s a final recap of what we offer:
Free Plan: No direct support.
Pro: Regular priority support with a 4–6-hour response.
Ultimate: High priority support with a 2–3-hour response.
Premium Hosting Care+ Plan (Addon): Direct Slack channel, proactive help, app-level troubleshooting, and more—ideal for those seeking a closer partnership with our support team.
For more information on any aspect of this Scope of Support, including questions about the Premium Hosting Care Plan or adding seats to your Slack channel, feel free to reach out to us. We are here to help you deploy, optimize, and scale your applications with ease and efficiency.