Managed infrastructure. A separate line of business from our platform, and it does not require you to adopt it.
Managed hosting support plans
The support arrangement that sits behind every managed infrastructure service: who answers, how fast, and what happens when the first answer is not enough.
Who this is for
Anyone buying managed hosting from us, and anyone comparing our arrangement against a current provider whose escalation path they have already tested the hard way.
What is included.
- 01
One queue, answered by engineers who can change the thing that is broken.
- 02
Monitoring-led alerting: our monitors raise incidents before you have to notice them.
- 03
Automatic escalation by elapsed time against severity, without you having to chase.
- 04
Written cause analysis after any severity that affected clients — separate from, and later than, service restoration.
- 05
A named contact who knows your configuration, rather than whoever is next in the rota.
- 06
Planned change windows chosen by you, and no unannounced maintenance.
The useful half. Anyone can list what is included.
What is not included.
Stated up front so you are not finding it out during an incident. If something you need is on this list, say so before you sign rather than after.
- Support for software you have not asked us to operate.
- Third-party vendor response times. We escalate and chase; we cannot promise their clock.
- End-client support. We support you; your clients are yours.
- Development work. Configuration and operation are in scope; building you a feature is a separate conversation.
Structure, not numbers. The targets are figures and none is verified yet.
How support is structured.
Response targets are numbers, and no number appears on this site until it carries its definition and its measurement. What can be stated now is the shape: what starts the clock, how severity is decided, and what counts as finished.
- What starts the clock
- A ticket raised through the support channel, or an alert from our own monitoring — whichever comes first. If we detect it before you report it, the clock started when the monitor fired, not when you noticed.
- Severity, set by impact not by opinion
- Severity is defined by what a client cannot do: trade, deposit, withdraw, or log in. It is not negotiated per ticket, and it is not lowered because a workaround exists.
- Escalation path
- One queue, and it is engineers rather than a first line reading a script. Escalation is by elapsed time against severity, automatic, and does not require you to ask.
- What counts as resolved
- Service restored and cause identified are two separate states, and the ticket does not close on the first one. You get the cause in writing.
- How the tiers differ
- The tiers differ on coverage hours, response targets and whether a named engineer is assigned — not on whether anyone competent answers. There is no tier where you get a worse engineer, only ones where you wait longer.
- What we will not do
- We will not close a ticket to make a target, and we will not reclassify a severity downward to protect a number. If a target is missed you will see it in the report rather than have to reconstruct it.
How a migration runs.
- 01
Incident detected
By our monitoring or by your ticket, whichever is first. The clock starts at the earlier one.
- 02
Acknowledged
A human confirms it is being worked, with what is known so far rather than a template.
- 03
Service restored
Clients can trade, deposit, withdraw and log in again. This is not the end of the ticket.
- 04
Cause identified
Written up and sent to you. Restoration without a cause is a repeat waiting to happen.
- 05
Preventive change
If the cause is ours, the fix is scheduled and you are told when. If it is not, you get what we found anyway.
Technical detail.
| Channels | Ticket and phone escalation. One queue behind both. |
|---|---|
| Alerting | Monitoring-led. Incidents are raised by monitors, not only by customers. |
| Escalation | Automatic on elapsed time against severity. |
| Reporting | Written cause analysis on client-affecting severities. |
| Status | Raised from monitoring rather than from a hand-edited page. A public status page follows the monitoring, not the other way round. |
Pricing.
Figures not published yet. Setup and monthly pricing for this service is a commercial decision that has not been made, and inventing a “from” number would be the first thing on this page that was not true. What is settled is what you get for it — the scope above is the complete list, and the boundary section is the complete exclusion list. When figures exist they go through the same gate as every other number on this site.
Questions that come up.
- Is the top tier the only one with real engineers?
- No. Every tier is answered by engineers. Tiers differ on hours and response targets, not on competence — a first line that can only escalate is a delay wearing a costume.
- What happens if you miss a target?
- It appears in the reporting. What we will not do is reclassify the severity afterwards so the number looks better; if that is what you have experienced elsewhere, it is worth asking a prospective provider directly.
- Do you support platforms you did not set up?
- Often yes, after an inventory. What we will not do is take on an environment we have not looked at and then discover during an incident that it was never going to be supportable.
- Can we talk to the person who knows our setup?
- On the tiers that include a named contact, yes. On the others you reach the queue, and the queue has your runbook — nobody is reading your configuration for the first time during an incident.
4open items on this page
- The tier names, coverage hours and response targets per severity. All figures, none verified, so none is on the page.
- Pricing per tier.
- Whether phone escalation is available on every tier or only some.
- A dedicated infrastructure enquiry route — the demo form is for the platform and would be the wrong intent here.
Next step.
The support arrangement behind this service is the thing worth reading before you talk to anyone, including us.
A dedicated enquiry form for infrastructure work is outstanding — it is on the list above. The demo form is for the platform and would be the wrong thing to send you to.