Scope Of Support

Below is a detailed overview of ServerAvatar’s scope of support. This guide explains how our support structure is organized, what you can expect from each plan, and the additional perks offered by our Managed Services Pack. Whether you are on our Free plan or the Business plan with Very High Priority Support, this page will clarify how the ServerAvatar team can help you make the most of our platform.

1. Overview of Plans and Included Support

We offer five primary plans—Free, Starter, Professional, Master, and Business—each with built-in support channels. Our goal is to provide all users with a reliable, cost-effective way to manage servers and websites on popular cloud platforms through a single, intuitive dashboard.

1) Free Plan

• No direct support from ServerAvatar.
• Users can access community resources such as documentation, blog articles, and community forums to find answers to common questions.

2) Starter Plan

• Support Queue: Regular Priority.
• Expected response time: 4–6 hours.
• Ideal for smaller projects or those who only need occasional support.

3) Professional Plan

• Support Queue: High Priority.
• Expected response time: 2–3 hours.
• Helps medium-sized projects or businesses that need faster turnaround on support queries.

4) Master Plan

• Support Queue: High Priority.
• Expected response time: 2–3 hours.
• Same priority level as Professional, but often chosen by those who need more advanced features and resources included.

5) Business Plan

• Support Queue: Very High Priority.
• Expected response time: 60 minutes.
• Includes app-level troubleshooting and one-to-one onboarding.
• Tailored for larger businesses or mission-critical applications that need immediate attention and deeper support.

2. Support Channels and Response Expectations

All paying plans (Starter, Professional, Master, and Business) include some level of ticket support through our support portal. Response time targets help you plan accordingly:

Regular Priority Support (Starter):

– Typical response in 4–6 hours.

High Priority Support (Professional & Master):

– Typical response in 2–3 hours.

Very High Priority Support (Business):

– Typical response in 60 minutes.

– Includes app-level troubleshooting and 1-to-1 onboarding.

3. Managed Services Pack

For users requiring even more direct and hands-on support, we offer the Managed Services Pack as an add-on. This pack transforms your ServerAvatar experience into a backed-by-experts solution, offering:

1) Direct Slack Channel

• You will have access to a dedicated Slack channel with 6–7 ServerAvatar support team members.
• Communicate in real-time for faster guidance and issue resolution.

2) App-Level Troubleshooting

• Our specialists help troubleshoot issues within your application (PHP, Node.js, etc.) as it runs on the server.
• Advanced debugging and error analysis to maintain smooth performance.

3) Infrastructure Optimization Assistance

• Guidance on the best practices for server setups, caching mechanisms, and performance tuning.
• Recommendations on optimizing your technology stack (e.g., Apache, Nginx, OLS) for better speed and stability.

4) Free Inward Migrations

• We help you migrate your existing applications or servers into ServerAvatar at no additional cost.
• Ensures minimal downtime and streamlined onboarding.

5) Custom Server Configuration

• Package and extension management tailored to your application needs.
• Assistance with installing and configuring services like Redis, Supervisor, PM2, and more.

6) Pro-Active Monitoring

• Our team stays alert to critical server events.
• Early detection and swift remediation of potential problems to minimize disruptions.

Seat Information:

• The Managed Services Pack includes 1 seat (usually the account owner) on the dedicated Slack channel.
• Each additional seat is $50/month if you want to add more of your team members to the Slack channel.

4. What Our Support Covers

With ServerAvatar, our primary goal is to help you effectively deploy, monitor, and manage servers and applications from multiple cloud platforms. Below is a breakdown of how we can assist:

Server Provisioning & Configuration:

• Guidance on spinning up servers and linking them to your ServerAvatar account.
• Assistance in configuring Apache, Nginx, or OpenLiteSpeed (OLS) to serve your applications.
• Help with installing SSL certificates, domain configurations, and basic firewall setups.

Application Deployment:

• Setting up PHP and Node.js environments for your web applications.
• Assistance with common tools like Git, NPM, Yarn, and PM2.
• Facilitating best practices for code deployment to ensure minimal downtime.

Performance & Optimization Advice:

• Reviewing server settings and configurations to recommend changes for better performance.
• Helping set up caching layers like Redis or optimizing databases (MySQL, MariaDB, MongoDB) within best-practice guidelines.
• Identifying opportunities to scale and reduce costs effectively.

Basic Troubleshooting:

• Error log analysis for identifying issues related to server or application configuration.
• Guidance for resolving common issues like permission errors, database connectivity, or web server misconfigurations.

App-Level Troubleshooting (Where Applicable):

• The Business plan and Managed Services Pack include deeper help with application-level issues (i.e., debugging runtime errors, advanced configuration for frameworks, etc.).

One-to-One Onboarding (Business Plan):

• Personalized assistance with setting up your server environment and best practices to launch your application.

5. What is Beyond Our Scope?

• Custom Feature Development or Code Changes: While we help troubleshoot, optimize and deploy, we do not write or debug custom application code outside the scope of standard app-level troubleshooting.
• Third-Party Application Support: We do our best to assist in server-related aspects for all relevant technologies, but in-depth support for external third-party software or issues unrelated to server infrastructure may require external resources.
• Comprehensive Security Audits: We maintain standard security best practices for ServerAvatar-managed infrastructure, but full-scale security audits or penetration testing services are not included.
• Hardware or Networking Issues Caused by Cloud Provider: We will coordinate with your hosting or cloud provider to the best of our ability, but issues such as data center outages or hardware failures rest under their responsibility.

6. Summary

ServerAvatar is designed to give you the freedom of self-managed cloud hosting with expert guidance whenever you need it. With a range of plans and support channels—plus the flexibility of our optional Managed Services Pack—you can choose the level of assistance that best fits your project’s needs and budget.

Here’s a final recap of what we offer:

• Free Plan: No direct support.
• Starter Plan: Regular priority support with 4–6 hour response.
• Professional & Master Plans: High priority support with 2–3 hour response.
• Business Plan: Very high priority, 60-minute response plus app-level troubleshooting and 1–1 onboarding.
• Managed Services Pack (Addon): Direct Slack channel, proactive help, and app-level troubleshooting and more—ideal for those who want a closer partnership with our support team.

For more information on any aspect of this Scope of Support, including questions on the Managed Services Pack or adding seats to your Slack channel, feel free to reach out to us. We are here to help you deploy, optimize, and scale your applications with ease and efficiency.