Intervention and processing times

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:

  • 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.

The problems are classified with color codes:

  • 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, or not within our competence, deferrable and with intervention within a week.

Every technical request that comes to us is carefully evaluated to determine its level of complexity and consequently, the associated fee. If the request involves the development of new functions or features, the pricing will be calibrated accordingly, to reflect the time and resources necessary for implementation.

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 Invisibility of the Website: Situations where your website is inaccessible or not displaying properly.
  • Excessive Site Loading Times: If the website takes more than 5 seconds to fully load.
  • Server Errors (500, 501, 502): Frequent errors indicating configuration issues or web server overload.
  • Website Defacement Causes Hacker Attack: In the event that the site is compromised and manipulated by malicious third parties. (Cost: €50)
  • Hardware Failure: Issues related to physical failures of server hardware components. (Without costs)
  • Network Outages: Connectivity malfunctions that affect access to the site. (Without costs)
  • File Loss: Accidental deletion or loss of important files.
  • Database Data Loss: Any loss of information within MySQL databases or similar.
  • Problems Sending or Receiving Emails: Difficulty sending or receiving emails through the website system.
  • Dysfunctional Cache System: Problems with the cache system not updating content as it should.
  • Database Backup Restore: Restore service to restore a damaged or lost database. (Cost: €40)
  • Restore Backup Files: Restore service to recover deleted or lost files. (Cost: €40)

Note: If the problem is caused by customer error or incompetence (for example, lack of backups, attempts to install plugins in a production environment, incorrect operations, deletion of unauthorized cache plugins, incorrect configurations), a fee will be charged for the intervention, which will vary from a minimum of €20 to a maximum of €50, depending on the complexity of the operation necessary to solve the problem.

Yellow Code

  • NGINX Rewrite Rules Implementation: Customizing rewrite rules to improve the performance or functionality of your site. (Cost: €20 or specific quote)
  • Upgrade or Migrate to Handle Traffic Spikes: Increasing resources or moving to another server to handle a sudden increase in traffic. (Cost of the instance plus €50 for migration)
  • Backup Restore on Staging Environments: Uploading a backup to a staging environment for testing and development. (Cost: €50)
  • Cloning or Synchronization from Production to Staging: System replication from a production environment to a staging environment or vice versa. (Cost: €50)
  • Registration of New Domains: Activation of new web domains with cost variations based on the domain extension. (Cost: €10 – €50)
  • Activation of Hosting Spaces: Costs and details as per the contract signed with the customer.
  • Activation of Dedicated Servers: Configuring and putting online a dedicated server. (Costs as per contract)
  • Migration of Hosting Spaces: Transferring a website and its resources from one hosting to another. (Cost: €20 or as per contract)
  • Opening of new mailboxes: Although customers have the option to do this independently, we can manage the activation of new email accounts. (Cost: €10)
  • Editing DNS Records: Configuration and pointing of DNS records according to customer needs. (Cost: €10)
  • Change of Nameserver Provided by the Customer: Changing the nameservers with those provided by the customer. (Cost: €10)
  • Lost MySQL Password Recovery: Resetting and providing a new password for the MySQL database. (Cost: €10)
  • Lost FTP Password Recovery: Resetting and providing a new password for FTP access. (Cost: €10)
  • Lost Email Password Recovery: Resetting and providing a new password for email accounts. (Cost: €10)
  • Password Recovery for WordPress or Other CMS: Assistance in recovering or resetting your password for logging in to WordPress or other content management systems. (Cost: €10)

Green Code

  • HTTPS installation with Let's Encrypt and Redirect 301: Configuring the HTTPS protocol for a secure connection through Let's Encrypt certificates, with the addition of a 301 redirect to route traffic correctly.
  • Activation of Third Level Subdomains: Creation and configuration of specific third-level subdomains to better separate and organize your web resources. (Cost: €10 each)
  • PageSpeed ​​Optimization e Core Web Vitals: Improved site performance and speed in accordance with PageSpeed ​​metrics and Core Web Vitals by Google. (Cost: by estimate)
  • Site Performance Optimization: Analysis and targeted interventions to improve the general performance of your website. (Cost: by estimate)
  • Downgrading the Server Instance: Reducing server resources to fit smaller needs or budgets. (Cost of the application + €50 one-off)
  • Assistance in Changing Permalinks and 301 Redirects: Support in modifying the permalink structure and configuring 301 redirects to avoid SEO problems. (Cost: €50 one-off)
  • Implementation of Backup on External Systems Owned by the Customer: Configuring backups on customer-owned external devices or services. (Cost: €100 one-off)
  • Provision of EPP Auth Code: Issuance of the authorization code necessary for the transfer of a domain. (Free)
  • Drafting of Simple Appraisal upon Request of the Judicial Authority: Provision of a detailed report in case of legal investigations or requests by judicial authorities. (Cost: €300 one-off)

White Code

  • Migration from CMS to Other CMS: Complete site transfer from one CMS (Content Management System) platform to another, including migration of content, database and settings.
  • Creation of New Themes or Templates: Development of custom themes or templates to improve the aesthetics and usability of your website.
  • Plugin creation: Development of tailor-made plugins to add specific functionality to your website.
  • ADS campaigns: Planning and management of online advertising campaigns to increase traffic and conversions.
  • Link Building Campaigns and Strategy: Creation and implementation of strategies to acquire quality backlinks in order to improve SEO positioning.
  • WooCommerce Update: Installation of the latest updates for the WooCommerce platform, with attention to compatibility and performance.
  • Update Potentially Problematic Plugins: Identifying and updating plugins that may cause security or performance issues.
  • Performance Optimization: Targeted analysis and improvements to speed up your website and improve user experience.
  • SEO Audit: Comprehensive examination of your site to identify areas for SEO improvement and suggestions on how to optimize it.
  • Copywriting: Creation of SEO-friendly written content to improve online engagement and visibility.
  • Social media marketing: Targeted social media marketing strategies to increase visibility and engagement.
  • Photographs: Professional photography services to improve the appearance and attractiveness of your website.
  • Graphics: Graphic design for elements such as logos, banners and other visual materials.
  • Evaluation of Sites/Portals and Strategies for Users Not Yet Customers: Analysis and consultancy to evaluate the online presence and strategies of potential customers.
As for requests that fall into the category White Code, it is possible that some of them may be rejected if they are not in line with our core competencies. However, we will be able to direct you to external professionals and companies with whom we occasionally collaborate, in order to best meet your needs.

We apologize in advance if the timing does not reflect your expectations or business needs. For this reason we invite you to reach us on ours contact page. We can discuss your specific needs and, through our consultants, define a personalized Service Level Agreement (SLA) that is in line with your specific needs, in the face of a contractual integration or remodulation, if possible.

Do you have doubts? Don't know where to start? Contact us!

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Managed Server Srl is a leading Italian player in providing advanced GNU/Linux system solutions oriented towards high performance. With a low-cost and predictable subscription model, we ensure that our customers have access to advanced technologies in hosting, dedicated servers and cloud services. In addition to this, we offer systems consultancy on Linux systems and specialized maintenance in DBMS, IT Security, Cloud and much more. We stand out for our expertise in hosting leading Open Source CMS such as WordPress, WooCommerce, Drupal, Prestashop, Joomla, OpenCart and Magento, supported by a high-level support and consultancy service suitable for Public Administration, SMEs and any size.

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