24/7 Support
Our team of highly skilled IT professionals work with clients to understand the needs of the business both now and in the future
Our team of highly skilled IT professionals work with clients to understand the needs of the business both now and in the future
* The information provided below applies to standard support. If you have a contract/SLA the support boundaries may differ.
NFOrce Internet Services offers standard support on hardware and network connectivity 24/7. We encourage our clients to contact us on our support address, as this is the fastest way we respond.
If you have issues with your dedicated server, or virtual service provided by NFOrce Internet Services we ask of you to provide us with all available details, so we can investigate the matter and resolve the issue as fast as possible.
Alternatively you can browse our Knowledge Base where your problem might be explained or possibly already solved.
NFOrce Internet Services does not offer support on software related issues such as websites (PHP, CGI, HTML and other webrelated problems), server software and own written code. However if such problem occurs and we know how to fix it we will of course try to help you the best way we can to guide you possibly to your own solution.
NFOrce Internet Services does not offer support for YOUR clients. As we are responsible for the physical server, or virtual service provided by NFOrce Internet Services You are solely responsible for your own clients and the operation of their services provided by you to them. We are not a servicedesk for YOUR clients and we will only provide support to you as our client.
We use Kayako as our ticketing system. This way we can maintain a good record of our clients questions, orders, bills and other related emails. When sending in a ticket please provide us with as much information as you have. This includes errors, error logs and screenshots. A support engineer may ask for your root password when sending in a ticket. If not provided we are sometimes unable to provide you any support as we do not keep track of our user's passwords.
When sending in a ticket you can select an urgency level. We ask you to choose this wisely as abuse of this may be accounted for in the future.
Example:
Server has no network connection or does not respond; you may send in a ticket flagged "urgent".
Server shows some errors, but is still in (decent) operation; you may send in a ticket flagged "high" or "normal".
Requesting a server quote; you may send in a ticket flagged "normal".