WebDisk support

Standard Support

Standard Support is the basic level of service for our customers that is automatically included with every offer. It is designed for customers who prefer to manage their infrastructure on their own and use the available educational materials. This is ideal for smaller businesses or users who do not require immediate intervention in case of minor problems.

Support Details:

• Availability of support:
  • The service is available 24/7 via an online ticketing system.
  • By phone during working hours 8:00-18:00 Monday to Friday.
  • Our customers can report problems at any time, which ensures continuity of service, although the interaction takes place only in writing.
• Response Time:
  • The guaranteed response time is up to 12 working hours, which is sufficient for less critical issues.
  • Answers are provided by the support team, which analyzes the request and provides solutions or refers to documentation.
• Scope of support:
  • Provides basic technical support and support for resolving common issues.
  • Access to extensive online documentation and a knowledge base that includes how-tos, how-tos, and FAQs.
  • Support encourages customers to solve problems themselves, which reduces costs and speeds up processes.
• Service Monitoring:
  • Standard Support does not include active monitoring of services by the support team.
  • Customers are responsible for tracking the status of their services themselves and initiating tickets when issues are noticed.
• Backups:
  • The system performs weekly backups, which allows for basic data protection.
  • This is designed for less critical environments where restoring data within a week is acceptable.
• Technical inspections:
  • There are no regular technical inspections, which means that the infrastructure analysis is carried out only at the request of the customer.
• Contact in case of failure:
  • Unlimited contact with the support team takes place through the ticket system, which allows you to report a failure at any time.
  • Although no telephone contact is available, the ticketing system provides a constant communication channel.

Premium Support

Overview:
Premium Support is designed for customers who need faster and more comprehensive support. This level of support offers both traditional communication channels and additional services that help optimize the operation of the systems. Ideal for companies that are already developing their cloud services and want to make sure that any problems are solved quickly and efficiently.

Support Details:

• Availability of support:
  • The service is available 24/7 via an online ticketing system.
  • By phone during working hours 8:00-18:00 Monday to Friday.
  • Our customers can report problems at any time, which ensures continuity of service, although the interaction takes place only in writing.
• Response Time:
  • The guaranteed response time is up to 8 working hours, which allows for faster resolution of problems than the Standard level.
  • Prioritizing requests helps minimize system downtime.
• Scope of support:
  • Includes extended support with additional advice on how to optimize your services.
  • The Premium Support team can provide advice on best practices, configuration, and scaling of your infrastructure.
  • Customers receive more detailed instructions and guidance tailored to their environment.
• Service Monitoring:
  • Premium Support includes proactive monitoring of services.
  • The system automatically detects anomalies and potential problems, allowing for earlier intervention.
  • This makes it possible to prevent failures before they affect users.
• Backups:
  • Daily backups are performed with a 7-day retention period.
  • This solution ensures faster recovery in the event of a disaster and reduces the risk of losing important information.
• Technical inspections:
  • Quarterly technical inspections are offered to provide a systematic analysis of the infrastructure.
  • During these reviews, the support team identifies potential improvements and plans further optimization steps.
• Contact in case of failure:
  • Unlimited telephone contact during business hours guarantees that in the event of critical failures, the customer will receive a quick response and assistance.
  • The reporting system remains active also outside working hours, although the response takes place according to standard time.

Enterprise Support

Enterprise support is the highest level of our service, dedicated to customers with critical business needs who require an individual approach and comprehensive support. This level is ideal for large companies and organizations for which the continuity of systems is crucial. It includes a dedicated account manager and immediate intervention in case of any problems.

Support Details:

• Availability of support:
  • The service is available 24/7 through a ticket system and a dedicated hotline, which provides round-the-clock access to support.
  • A dedicated communication channel ensures that every ticket is prioritized.
• Response Time:
  • Guaranteed response time is up to 2 business hours, which is crucial for environments where every minute of downtime can generate large losses.
  • A quick response allows you to minimize the impact of failures on your business.
• Scope of support:
  • It includes comprehensive technical support, including individual consultations, implementations, as well as support in strategic planning of infrastructure development.
  • Customers have access to a dedicated account manager who knows the specifics of their environment and is in constant contact.
  • The service includes full technical advice and assistance in the implementation of new solutions.
• Service Monitoring:
  • Enterprise Support includes proactive monitoring with immediate notification of any abnormalities.
  • The monitoring system works in real time, which allows immediate intervention and prevents possible failures.
  • This ensures that companies are constantly supervised by a team of experts.
• Backups:
  • Daily backups are performed with a 30-day retention period, allowing for flexible data management.
  • The ability to restore data on demand provides the highest level of protection and minimizes the risk of information loss.
• Technical inspections:
  • Monthly technical inspections and strategic consultations enable ongoing analysis and optimization of the infrastructure.
  • Meetings with a dedicated account manager allow you to plan long-term strategies and implement improvements in real time.
• Contact in case of failure:
  • Enterprise support customers have unlimited contact via a dedicated 24/7 hotline.
  • In critical situations, a dedicated team immediately takes corrective action to restore the full functionality of the systems.

Summary

Each of our support levels offered on Webdisk is designed to meet the different needs of our customers:

• The standard meets the requirements of customers who prefer to solve problems on their own with the help of available resources,
• Premium is for companies expecting faster reactions and additional technical advice,
• Enterprise provides the highest level of support, dedicated contact, and comprehensive care for critical environments.

Thanks to such a diverse offer, each customer WebDisk.pl can choose the option that best suits their specific requirements, which translates into greater satisfaction, better infrastructure management and the certainty that they will receive the highest level of support if necessary.