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!

Support & SLA

Efficient, smooth, guaranteed operation!

We know that uptime matters.  We also firmly believe that all customers are important partners, and not mere numbers. As such, we offer basic support options as well as a basic service level agreement (SLA) to all customers. However, since we understand that the needs of each customer are varied, we have developed a 4-tier system in order to provide additional support & SLA plans to our customers.

You may elect to administer your server yourself, or have us do this for you. If you select a “managed” support plan, such as Gold or Platinum, we will take reasonable care to ensure your server will be running smoothly, remain updated, and secure. In the event of  something going wrong, we will cover its resolution in the boundaries of the allocated remote.admin time.

This support structure applies to the following products:
  • Narf Virtuo Maquina
  • Narf Enorme Maquina

In certain server configurations there are offers in place that may reduce or waive the support fees described below. The fees indicated on the “Request for Quote” document received are final.

bronze support <center>Support | SLA</center>

Free and basic support & SLA that is complimentary and available to all server customers. No server management services are included, except for “Narf Server Admin” remote administration option which is available on a per-incident basis.

silver support <center>Support | SLA</center>

Affordable and quality support for advanced users, who would like to have an improved and more comprehensive SLA in place. Narf Server Admin becomes even more affordable in Silver Support level, with 1 incident included every calendar month.

gold support <center>Support | SLA</center>

Gold support users demand the support offered to them to go “down that extra mile”. Apart from the improved SLA offered, Narf Server Admin (2 incidents) is also included on a monthly basis.

platinum support <center>Support | SLA</center>

The top level of support – Intended for mission-critical users who demand telephone support from our expert personnel 24/7/365. The highest level SLA is applicable to this level, along with server management, and extensive remote administration options, through Narf Server Admin.

Narf Server Admin

Your remote administrator at hand

Server administration can be a daunting task, especially when complex configuration is needed, or generally more “exotic” services are required to run on a server. In a server, flawless operation and uninterrupted service are of paramount importance. Acknowledging that, we have created a support structure that actually includes variable time slots of our remote administration services, carried out by our expert personnel.

When the need arises, you will not have to go through the painful procedure of explaining your issues to someone not capable of understanding what has gone wrong. We will skip this step, and get you in touch with a senior administrator directly, who will be able to assist you get things running the way you want as soon as possible.

Server Operation & Assistance

Depending on the Support & SLA level applicable, we will either be there when you need us on a per case basis (Bronze & Silver Support & SLA levels), or actively manage the everyday aspects of your server (Gold & Platinum Support & SLA levels). However, considering that you always maintain full administrator access to your server, we strongly recommend not tampering with things that you cannot be sure about – more often than not, a few commands executed with administrator privileges can result in a non-working machine that may need hours to be brought back into service.

Services available using Narf Server Admin:
  • Custom software installation / updates (provided that the software is compatible with the server operating system)
  • Software firewall configuration on-server, deployment and troubleshooting
  • Custom-issue resolution and root cause analysis
  • Server migration services from a server to another
  • Security Hardening & Customization
  • Software Updates
  • Server Management (Linux: With CPanel installed only | Windows: With Plesk installed only)

 

The (not so) small print regarding support provision:
  1. The method of communication with the company is determined by the support plan chosen. We offer a plethora of options in order to ensure constant and complete communication, ranging from e-mail/trouble ticket to live chat sessions / phone support.
  2. Backup of data is performed automatically, and is available to users through their CPanel interface (Linux Only). Backup in a second location or backup in Windows solutions, where applicable, is available for restoration following the submission of a trouble ticket.
  3. The applicable SLA is void in any case where extenuating circumstances apply. By “extenuating circumstances” we define any international internet connectivity malfunction, caused by the international connectivity carrier(s) concerned, natural catastrophes, and similar situations completely outside the control of the company.
  4. SLA Compensation is calculated from the time the customer communicates with support onwards. The customer has to contact Support with the most direct way possible for the SLA to be applicable, for example a Platinum Support & SLA customer should contact Support via point of contact telephone, or a Silver Support customer via live chat. Following the support incident closure, the account owner will be informed of any SLA credit applicable within 48 hours.
  5. Narf Server Admin constitutes a remote administration service and is provided according to the scope described. Technical support, or support originating from hardware /services failure, is never applicable to any charges or fees.