Full-Stack Assistance and hands-on intervention
Your VPS Pro comes with three levels of service, clearly defined.
| Level | Who acts | For your VPS Pro |
|---|---|---|
| Full-Stack Assistance | you, guided by our team | included |
| Hands-on intervention | our team, on your server, at your request | by the hour |
| Full management | our team runs the server for you | with Managed VPS |
Full-Stack Assistance
Full-Stack Assistance comes with every VPS Pro. Describe what you are seeing; we diagnose it, then show you exactly what to do, whether the cause lies in the system, the database, the configuration or your application code. You keep control of your server, and you move forward with experts beside you.
It answers seven days a week, evenings and weekends included, and your server's monitoring runs 24 hours a day.
A few examples of what it handles:
| What you are seeing | What we bring you |
|---|---|
| Since the last update, my application will not restart. | reading the logs with you, the dependency at fault and the commands that bring the service back |
| My database slows down at peak hours. | the analysis of the slow queries and the indexes, and the settings that give your application its speed back |
| I am taking my first application to production. | the architecture, the services to install and the security settings suited to your project, step by step |
| A 500 error shows up on a single page. | the stack trace followed to the exact line of code at fault, and the proposed fix |
| I want to install Docker, PostgreSQL 17 or a new version of PHP. | the steps to follow for your system, in the right order |
Asking your question
Write to support@simafri.com, from the Support section of your client area, or through the Contact us link on your server's card. For a fast diagnosis, include:
- your server's name, as it appears in its card;
- what you are seeing: the exact error message, the address of the page, the time it happened;
- what changed just before: an update, a deployment, a new setting;
- what you have already tried, with the commands you ran and their result;
- the relevant logs, for example the output of
journalctl -u your-service -n 100or oftail -n 100 /var/log/nginx/error.log.
Remove passwords and API keys from what you copy, and never send us your private SSH key: we diagnose without it.
Your message joins your file, along with everything already exchanged: everyone on your team who follows support finds the history there.
Hands-on intervention
Would you rather our team acted on your server itself: an installation, a migration, a repair? That is hands-on intervention, carried out at your request.
- You request it from support, describing what you expect.
- It is billed for the time spent, at the hourly rate shown on the VPS Pro page: the first hour is billed in full, then time is counted by the minute.
Full management
To entrust Simafri with the day-to-day running of your server (updates, monitoring with intervention, interventions included), the offer is called Managed VPS. Write to us to talk it over.
Frequently asked questions
Does Full-Stack Assistance have a limit on questions?
Ask your questions as they come up: Full-Stack Assistance is included in your VPS Pro, from the system down to your application.
Can you write my application's code?
Full-Stack Assistance diagnoses your code and proposes the fix, which you apply. For a complete development project, write to us: our team will discuss it with you.