Intervention times and processes
An organized approach to request management is the basis of the operating model adopted through technical triage, each ticket is analyzed, classified and processed based on complexity and priority.
An organized approach.
Managing customer requests is critical to us as a hosting service provider. To deal with different emergencies, we have created an assistance system based on the concept of TRIAGE, inspired by hospital practice for emergency management. This model is based on three key criteria:
It should also be noted that, in the event that the problem to be resolved is caused by errors or incompetence on the part of the customer, we may apply modest additional costs as a contribution to expenses. These costs will be clearly indicated and communicated. This approach allows us to manage our resources more effectively and continue to offer a high-quality service at competitive prices.
Here are the four categories of urgency and the most frequent problems, divided by priority.
- Quickness: Quick assessment of the urgency of the request.
- Sensitivity and Specificity: Accurate identification of critical or non-critical cases.
- Organizational Logic: Efficient use of resources to provide high quality service.
- RED: Critical emergencies, with intervention in less than 15 minutes.
- YELLOW: Moderate problems, with response within 24 hours.
- GREEN: Low priority issues, response within 4 days.
- WHITE: Non-urgent problems, outside our scope of action, or not within our competence, which can be deferred within one week.
It should also be noted that, in the event that the problem to be resolved is caused by errors or incompetence on the part of the customer, we may apply modest additional costs as a contribution to expenses. These costs will be clearly indicated and communicated. This approach allows us to manage our resources more effectively and continue to offer a high-quality service at competitive prices.
Here are the four categories of urgency and the most frequent problems, divided by priority.
Red Code
- Unavailability or failure to display the website: The site is not accessible or not correctly visible from browsers and devices.
- Excessive loading times: The site takes over 5 seconds to fully load, compromising the user experience.
- Server errors (500, 501, 502): Frequent error reports indicating critical configuration issues or overloads.
- Defacement following a cyber attack: Compromising the integrity of the site by third parties by altering the content.
- Hardware failures: Malfunctions due to physical failures of server components, with a direct impact on the services provided.
- Connectivity interruptions: Network issues that prevent access to the site or communication with other digital services.
- File loss: Accidental removal or loss of files essential to the proper functioning of the site.
- Data loss from database: Deletion or corruption of information contained in MySQL or equivalent databases.
- Email problems: Difficulty sending or receiving messages using the built-in mail system.
- Cache system malfunction: The cache does not update content properly, causing stale data to be displayed.
- Restoring database backup: Data recovery procedure in case of damage or loss of stored information.
- Restore File Backup: File recovery service to restore lost or accidentally deleted data.
Yellow Code
- Implementing NGINX rewrite rules: Customize directives to optimize performance and application compatibility.
- Upgrade or migration for traffic spikes: Scaling or moving infrastructure to handle increased load.
- Restore backup to staging environment: Deploy backups on test environment for technical validations and controlled development.
- Cloning or synchronization between environments: Align data and configurations between production and staging, or vice versa.
- Registering new domains: Domain activation with variable costs based on the requested extension.
- Activation of hosting spaces: Provisioning of resources according to the signed contractual parameters.
- Activation of Dedicated Servers: Initial configuration and commissioning of exclusive servers.
- Hosting Space Migration: Complete migration of sites and resources to new infrastructure.
- Opening new email boxes: Configuration and activation of mailboxes, on request even if they can be managed independently.
- Editing DNS Records: Timely management of records to ensure correct resolution and routing.
- Changing customer-provided nameservers: Apply custom nameservers as directed.
- MySQL Password Recovery: Secure database access password reset.
- FTP Password Recovery: Regenerate and update FTP login credentials.
- Email Password Recovery: Recovering email login credentials.
- Password recovery for CMS (e.g. WordPress): Assistance in restoring access to content management systems.
Green Code
- HTTPS Setup with Let's Encrypt and 301 Redirects: Setting up HTTPS using Let's Encrypt certificates with permanent traffic redirection.
- Activation of third level subdomains: Creation and configuration of subdomains for structured management of web resources.
- PageSpeed Optimization e Core Web Vitals: Technical interventions to improve performance and speed according to Google metrics.
- General site performance optimization: Technical analysis and advanced tuning to increase platform efficiency.
- Downgrading the server instance: Reduction of server resources to adapt to new operational needs.
- Assistance with changing permalinks and 301 redirects: Support for URL restructuring and permanent redirect management.
- Implementation of backups on external customer systems: Configuring backups on customer-owned devices or services.
- Provision of EPP Auth Code: Issuing an authorization code for a domain transfer.
- Drafting of technical report upon judicial request: Production of technical documentation in response to requests from competent authorities.
White Code
- Migration between CMS: Complete site migration from one CMS platform to another, including content, database and configurations.
- Development of custom themes or templates: Creation of custom graphical interfaces to optimize aesthetics, functionality and user experience.
- Plugin Development: Developing functional extensions to add specific features to the CMS platform.
- ADS campaign management: Planning, configuring and monitoring conversion-oriented online advertising campaigns.
- Link building strategy: Implementation of SEO actions aimed at acquiring authoritative and consistent backlinks.
- WooCommerce Update: Installing available updates with attention to plugin compatibility and system stability.
- Critical Plugin Updates: Targeted intervention on potentially obsolete or problematic plugins to ensure performance and security.
- Performance Optimization: Technical analysis and interventions to improve speed, responsiveness and stability of the site.
- Technical SEO Audit: Complete audit of the site structure and content to identify SEO improvement opportunities.
- Professional copywriting: Writing content that is optimized for search engines and designed to increase engagement.
- Social media marketing: Developing strategies to improve brand visibility and interaction on social channels.
- Photographic services: Production of professional images to enhance the site and visual contents.
- Graphic design: Creation of logos, banners and visual materials consistent with the corporate identity.
- Strategic assessment for prospects: Technical analysis and consultancy on the digital presence of companies that are not yet clients.
For requests that fall into the category White Code, please note that some activities may not be manageable internally, as they are not aligned with our core competencies or operational priorities. In such cases, our team may direct you towards selected partners or external professionals with whom we occasionally collaborate, in order to offer a solution suited to your needs.
We are aware that in some cases the response or intervention times may not fully meet the expectations or operational needs of your company. For this reason, we invite you to contact us directly through our contact page, so as to start a constructive discussion with one of our consultants. We will be happy to analyze your specific needs and evaluate together the possibility of defining a Customized Service Level Agreement (SLA), able to guarantee service levels appropriate to your organizational reality. Where applicable, this customization may be formalized through a contractual integration or a remodulation of the active services.