VIP Hosting: Positive Support
The Positive Internet Company's support combines the best of expert IT business advice with the detailed practical experience required to proactively solve problems quickly. This dedication to what works best for your venture rather than what might be trivially convenient for us is an integral part of Positive Internet's support promise.
With a Positive Internet managed server, technical support goes far beyond the mediocre offerings usually suggested by the term. We employ a team of experts who live and breathe the technologies you will be using. When you need immediate support, you will be speaking to the engineer who will be solving your problem, not someone at the end of an unwieldy bureaucratic chain. For longer term tasks, you may ask your Account Manager to plan a solution and leave the practicalities in his or her hands. Your Account Manager will then ensure any appropriate actions are scheduled and enacted, and will provide you with a report on their conclusion. Positive Internet's support, then, offers you the best of both worlds: direct hands-on support when it's needed, and precisely mediated schedules of work when they are appropriate.
Continual Help
Our VIP Support Email System ensures you get a tracked ticket with the highest priority. You will receive a response from our skilled engineers, certainly within three working hours and usually sooner. Should you require even more immediate attention, your Account Manager will always be available on the telephone during office hours. He or she will be glad to put you through directly to an engineer who can support you immediately. Beyond even this, an experienced engineer and backup team will be on 24 hour call. They will be available at any time of the day or night on an emergency support telephone number. Our sophisticated monitoring systems and procedures mean that they probably will have resolved any alerted issues even before you call.
Hands On
We are always eager to help and advise, regardless of the nature of your query. You may, for example, ask for assistance in setting up a simple script, like a guestbook, for your website. We will ensure that it is configured properly for your environment and runs efficiently. At the other extreme, you may need some help in setting up a complex load-balancing enterprise Java system. We are just as equipped and willing to help with this. We don't set up any arbitrary barriers to those questions we will or will not answer. Even if a query is outside our wide area of expertise, we will help you in researching an effective solution. What's more, our technical team will be glad to meet you at your own premises to give hands-on demonstrations and to discuss technical issues in detail. We also run training sessions, where you can learn how to use the powerful technologies on offer to their fullest.
Complete Dedication
The Positive Internet Company's support combines the best of expert IT business advice with the detailed practical experience required to proactively solve problems quickly. We monitor your server 24/7 and we ensure the server is updated and secured with the latest operating system patches. Should any aspect of server become unresponsive, our engineering team will not flinch at working through the night if necessary to ensure it is restored effectively. We will also be happy to schedule upgrades at quiet hours, so that any disruption to your service is kept to a minimum. This dedication to what works best for your venture rather than what might be trivially convenient for us is an integral part of Positive Internet's support promise.