Narf :: Customer Satisfaction

You are a valued customer…and we recognize that! We do not charge “resource exceeded” fees, apply crystal-clear pricing at all times, and offer tiered SLA's in our solutions!

Narf :: ICT Expertise

You need people who know their way around ICT…who doesn’t? Our team of ICT experts will do everything you want done. (And this includes the sales people, for a change.)

Narf :: Service Performance

You want a service that is blazing-fast, not staggeringly slow…we couldn’t agree more! We do not oversubscribe services, and pick the best datacenters based on performance!

Telephone Support

How, and why

We are not fond of call centers. We firmly believe that in the 21st century, having someone answer a call just to say “We will forward your issue to the appropriate department”, doesn’t cut it. This is why we have decided to generally adhere to an electronic support model. However, this is not to say that phone support is unavailable. If your support plan does include phone support, we will provide you with appropriate numbers to call, which direct your call exactly where it should be directed- to the person able to assist you, directly. If you are stranded, we’ll help you find your way.

Detailed information according to the product(s) you own:

Web Hosting
Bronze Support & SLA

If you own a web hosting product (Narf for.all / Narf custom.plan) covered by Bronze Support & SLA:

You are entitled to free electronic support (trouble ticket), but phone support is only available under “Narf admin.lease” at a rate of 60 € per incident.

Silver Support & SLA

If you own a web hosting product (Narf for.all / Narf custom.plan) covered by Silver Support & SLA:

You are entitled to free electronic support (trouble ticket / live chat), but phone support is only available under “Narf admin.lease” at a rate of 50 € per incident.

Gold Support & SLA

If you own a web hosting product (Narf for.all / Narf custom.plan) covered by Gold Support & SLA:

You are entitled to free electronic support (trouble ticket / live chat), as well as free phone support (Mon-Fri 09:00-17:00 GMT). Phone support outside this time window is only available under “Narf admin.lease” at a rate of 20 € per incident.

Platinum Support & SLA

If you own a web hosting product (Narf for.all / Narf custom.plan) covered by Platinum Support & SLA:

You are entitled to free electronic support (trouble ticket / live chat), as well as free phone support  under “Narf admin.lease24/7.

Domains

If you own a domains product only (Narf domains):

You are entitled to free electronic support (trouble ticket), but phone support is not available.

Servers
Bronze Support & SLA

If you own a server product  (Narf virtuo.maquina / Narf enorme.maquina) covered by Bronze Support & SLA:

You are entitled to free electronic support (trouble ticket), but phone support is only available under “Narf remote.admin“ at a rate of 60 € per incident.

You are able to call your Account Manager to arrange for assistance for free in case of an emergency (i.e. server is unreachable, a reboot is required, or a network / hardware failure is detected).

Silver Support & SLA

If you own a server product  (Narf virtuo.maquina / Narf enorme.maquina) covered by Silver Support & SLA:

You are entitled to free electronic support (trouble ticket / live chat), as well as 1 free phone support incident per month under “Narf remote.admin“. Additional incidents can be booked at a rate of 50 € per incident.

You are able to call your Account Manager to arrange for assistance for free in case of an emergency (i.e. server is unreachable, a reboot is required, or a network / hardware failure is detected).

Gold Support & SLA

If you own a server product  (Narf virtuo.maquina / Narf enorme.maquina) covered by Gold Support & SLA:

You are entitled to free electronic support (trouble ticket / live chat), as well as 2 free phone support incidents per month under “Narf remote.admin“. Additional incidents can be booked at a rate of 40 € per incident.

You are able to call your Account Manager to arrange for assistance for free in case of an emergency (i.e. server is unreachable, a reboot is required, or a network / hardware failure is detected).

Platinum Support & SLA

If you own a server product  (Narf virtuo.maquina / Narf enorme.maquina) covered by Gold Support & SLA:

You are entitled to free electronic support (trouble ticket / live chat), as well as 4 free phone support incidents per month under “Narf remote.admin“. Additional incidents can be booked at a rate of 30 € per incident.

You are able to call your Account Manager to arrange for assistance for free in case of an emergency (i.e. server is unreachable, a reboot is required, or a network / hardware failure is detected).

Professional Services – Web Design

Phone support availability and applicable charges are outlined in your Request for Quote (RFQ) document, and is customized to your individual needs.