SuperAdmins support

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mCloud provides a basic level of support for all mCloud services free of charge. The basic level of technical support included in the price of the service involves taking care of the functionality of the platform on which the mCloud servers are located and the control panel, as well as basic analysis and identification of operational problems. This level of technical support includes consulting services on business days from 9am to 5pm, through the mCloud ticketing system.

For all the users who might want a monthly maintenance mCloud servers and 24×7 support we provide a flat monthly maintenance service, which includes:

  • Proactive remote server monitoring 24×7 – it includes:Web site availability (HTTP status codes, content retrieval, SSL validity, no. of apache processes)
    • Database availability (replication status, queries, connections, performance)
    • FTP Availability
    • Email availability (postfix queue, anti-spam service)
    • Disk space utilization (% define by client)
    • CPU utilization (% define by client)
    • Load of RAM memory (define by client)
  • Support – includes:
    • initial server setup
    • server installation
    • installation of additional services and functionalities
    • resolving all level incidents
  • The response time no later than 2 hours for a major incident on the infrastructure
  • Regular server check
  • Creating and managing technical documentation and regular monthly report
  • Portal access for tracking tickets (incidents)
  • For the new solutions, design and consultancy
Service nameMonthly in EUR
Monthly infrastructure support (per server) 120,00


Type of incident / activityDescription of severityFirst response
Severity 1 (S1)Network/Server/Service environment is “down” or there is a critical impact to system performance.2 hours
Severity 2 (S2)Operation of Network/Server/Service environment is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance.6 hours
Severity 3 (S3)Operational performance of your Network/Server/Service or environment is impaired while most business operations remain functional.12 hours
Severity 4 (S4)You have Service request / Change request (installation/ configuration). There is little or no effect on your business operations.24 hours

SLA is in accordance with severity levels described in table below. We will try to make best effort to solve incident as soon as possible.

Monitoring, maintenance and basic troubleshooting will be operated by our NOC team (Level1), while escalation will be handled by our Level 2 and Level 3 support team.