The Technical Support Guidelines – TSG is part of the Master Agreement and must be read and accepted in its entirety, in conjunction with the rest of the Agreement between You and High Density Networks (HDN).
1. General Provisions
The TSG, short for Technical Support Guidelines, applies to all technical Support Services offered by HDN under the Agreement.
All technical requests made by You to HDN will be considered Support Requests and will be classified under the generic term of Support Services.
Depending on the contracted services, you will have access to the following types of Support Services: Standard Business Support, Managed Support and Professional Services.
The Support Language is English. Requests can be answered only if they are formulated in English.
Support is offered strictly to you or to your Designated Persons. You must ensure these persons have the technical expertise needed to cover the Support Requests.
When making a Support Request, you will provide all requested diagnostic information and assist the HDN support agents as required in order to resolve your request.
You acknowledge that HDN, at times, may be unable to answer or resolve all Support Requests.
If your request is considered by HDN to be Feature Request it will be logged as such and taken into consideration for future platform releases. This cannot be considered a commitment or obligation of HDN.
All Support Requests you submit must be accepted by HDN in writing. The requests are considered accepted if HDN acts based on them. If within 2 Business Days from the Support Requests creation there is no action or written acceptance report, they will be considered not accepted by HDN.
2. Accessing Support
Before submitting a Support Request you will make reasonable efforts to understand and fix the technical issues you identify.
To submit a Support Request contact us or please follow the up-to-date custom Support Procedure you have received.
If you are a new customer or have not received the Support Procedure, contact us with your request and ask for the procedure.
The Support process is based on a ticketing system to track all your Support Requests.
All Support Requests will be processed during Business Hours, unless otherwise specified. Any requests received outside Business Hours will be processed on the next Business Day.
Business Day refers to all week days, except Saturday and Sunday and US bank holidays.
Business Hours refers to the interval between 9 am and 6 pm (EST, UTC-5 hours) during each Business Day.
3. Standard Business Support
All customers will receive, free of charge, the Standard Business Support, covering:
- Automatic service platform upgrades
- Maintenance updates of services
- Advice on deployment design and architecture
- Addressing platform issues that impact used resources
- Basic service health checks and monitoring
Availability: 9 am – 6 pm through email and phone during Business Days, 24×7 for critical issues.
4. Managed Support
This service is offered at a charge. It includes all Standard Business Support services, plus:
- Service monitoring and alerting
- OS and third party applications install and configuration
- Updates, upgrades and security patches
- Backups and restorations
- Other administrative tasks
Managed Support does not cover writing or doing advanced debugging of custom software. Any non-standardized or non-automated tasks that require a System Administrator’s intervention will be treated as Professional Services.
Availability: 9 am – 6 pm through email and phone during Business Days, 24×7 for critical issues.
5. Professional Services
These services are offered at a charge. All requests not covered by Standard Business Support or Managed Support are treated as Professional Services. Professional Services are not covered by the SLA. HDN makes reasonable business efforts to solve your service requests, but cannot guarantee the timing or the results.
Professional Services are available for services running on HDN’s infrastructure or on the infrastructure of other providers.
You will be informed and your written consent will be required for Professional Services that involve charges exceeding your current commitment.
As part of the Professional Services offering you may contract a Dedicated Sysadmin. This is a technical agent of HDN that has in-depth system administration knowledge and is familiar with your specific Services.
The Dedicated Sysadmin prioritizes your Support Requests. HDN makes reasonable commercial efforts to ensure your specific requests are handled by your Dedicated Sysadmin, but cannot guarantee this will always be the case.
As part of the service you will have direct contact details of the Dedicated Sysadmin and you will be notified at least 7 days in advance if the person will change.
Availability: 9 am – 6 pm through email and phone during Business Days, 24×7 for critical issues.
6. Resources
High Density Networks Website: http://highdensity.net
Electronic contact details
| Support Services: | support [at] highdensity.net |
| Billing: | billing [at] highdensity.net |
| Legal Department: | legal [at] highdensity.net |
| privacy [at] highdensity.net | |
| abuse [at] highdensity.net | |
| All other: | admin [at] highdensity.net |
Submit all Support Requests via email or the web form on http://highdensity.net/contact
Review all the available Support Services and financial terms on http://highdensity.net/support-services/
See the latest version of the Master Agreement online at http://highdensity.net/legal