Support Levels
Our technical support team are available during standard UK working hours [1] and can be accessed by raising a support ticket via the Memset Control Panel.
Mon - Fri: 08:30 - 17:30
We understand that customers have different needs when it comes to technical support, which is why we have various support levels for Dedicated Servers and Cloud VPS. You are in full control so make sure you pick the server and support level that’s right for you and don’t forget our technical sales team is always on hand should you require help
Product package
Support package
24x7 Support tickets
Telephone support [1]
Out of hours emergency tickets
Included support time
Additional support time
Basic 24x7 monitoring
Advanced 24x7 monitoring
Memset control panel access
Issues with Memset infrastructure
Issues on your server
Custom firewall
Vulnerability management
Host based intrusion
Managed backups
Price /month
Standard Cloud VPS
No Support
None
Available
Upgrade available
Self-managed
Upgrade available
Premium Cloud VPS / Dedicated Server
Standard Support
30 minutes / mo [1]
Available
Self-monitored
Self-managed
Self-monitored
Premium Cloud VPS / Dedicated Server
Premium Support
Unlimited
Included
Memset-monitored
Memset-managed
Memset-monitored
Cloud VPS Support Levels
Our Standard Cloud VPS was developed for those who want to fully manage their infrastructure and has no included support from the Memset Technical Support team.
Our Premium Cloud VPS offers you the choice of two support levels: Standard Support or Premium Support, both offer a fuller security package and include support time.
Chargeable Rates [3]: for scheduled work that falls outside current support levels.
| Standard Cloud VPS No Support | Premium Cloud VPS Standard Support |
Premium Cloud VPS Premium Support |
|
|---|---|---|---|
| Working hours | £120.00 /hour | £80.00 /hour | £70.00 /hour |
| Out-of-hours [4] | N/A | £160.00 /hour | £120.00 /hour |
Note: Upgrades are available on No Support (which is only available on Standard Cloud VPS) and Standard support (which is only available on Premium Cloud VPS).
Dedicated Servers Support Levels
Want unlimited support & greater security for your dedicated server? Try our Premium Support package. Our engineers are based in the UK and committed to helping you get the most from your cloud infrastructure.
Chargeable Rates [3]: for scheduled work that falls outside current support levels.
| Standard Support | Premium Support | |
|---|---|---|
| Working hours | £80.00 / hr | £70.00 / hr |
| Out-of-hours [4] | £160.00 / hr | £120.00 / hr |
Cloud IaaS
While we don’t have specific support levels for Cloud IaaS our engineers are committed to helping you get the most from the OpenStack ecosystem.
Support and advice is included and available via our Memset ticketing system. We will provide technical support with all OpenStack infrastructure layer elements. Instance operating system and applications are not currently covered.
We offer a consultancy service should you require assistance with you Cloud IaaS ecosystem, if this is something you are interested in please contact our technical sales team to discuss further.
Notes
[1] Standard working hours classified as 08:30 - 17:30, mon - fri (exc. bank holidays)
[2] Security patching will be carried out as requested by the customer. Memset will not proactively apply security patches without prior notification or customer specific request.
[3] Chargeable time will be rounded up to the nearest 30 minutes.
[4] The minimum charge for out-of-hours* emergency support will be 1 hour (
[5] Storage used charged at £0.10/GB in arrears.
Standard Support only covers basic operating system advice relating to your Memset server(s).
Premium Support covers everything up to but excluding the application layer on your Memset server(s).
*Out of hours, for the purpose of determining support charges, are from 17:30 - 08:30 Monday - Thursday UK time, and 17:30 Friday to 08:30 Monday. Bank and public holidays in England and Wales are considered to be out of hours.