Support
Three levels of 24/7/365 Hosting Support
Choose the level of support you need to stay focused on what you do best.
Standard Hosting Support
For most Solution Hippo customers, Standard Support is more than enough. It’s free and includes Live Chat access and 24/7/365 access to our support ticketing system.
Advanced Hosting Support
If you’ve grown beyond a regular support relationship, Advanced Support is the answer. This add-on speeds up response times and opens up a wider range of Solution Hippo expertise.
Premium Hosting Support
If your business runs mission-critical sites where every minute matters, then this add-on offers an even closer partnership with Solution Hippo. Get all of Advanced Support with even quicker response times, a dedicated Account Manager, and a private Slack channel.
| Standard | Advanced | Premium | |
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| FEATURES | |||
| Live Chat & 24/7/365 Ticketing | Standard SLA† | Advanced SLA† | Premium SLA† |
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Infrastructure Support In case of issues (including server launch/start/scaling) related to any of our infrastructure partners, we will coordinate with the cloud provider until a resolution is achieved. | |||
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Platform Support We fully support all requests related to the Solution Hippo Platform including:
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Application Support Advanced and Premium support add-ons include help/advice on application-level issues such as:
| X | ||
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Proactive Monitoring Solution Hippo sends several smart and timely alerts/tips related to your uptime, performance, security, billing, etc. With our proactive monitoring, our Support Team acts on alerts about server/stack issues without you needing to contact us. We proactively investigate and, if possible, resolve the issue. | |||
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Customization Support Advanced and Premium support offer customizations (including deployment of additional PHP packages and NGINX/LiteSpeed specific configurations).. | |||
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24/7/365 Private Slack Channel Private Slack channel support connects your team directly with our senior support engineers. | X | X | |
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Pricing * Both add-on plans require a 6-month minimum commitment. | FREE |
Starting at $100/mo |
Starting at $500/mo |
| GET IN TOUCH | GET IN TOUCH | ||
| † See full Service Level Agreement | |||
Out of Scope Items
No matter which hosting plan you are on, there are issues/scenarios that are outside the scope of our standard support. The following are a few items that are out of scope for the Solution Hippo Support:
- Changes to your website content/appearance
- Changes to the functionality of plugins/themes/modules
- Debugging custom code
- Auditing your code
- In general, anything that implies code editing
- Search Engine Optimization (SEO)
- Email outside the transactional email included with the hosting account.
- Migrating your site from Solution Hippo to another
service/hosting provider