Full-Stack Assistance and hands-on intervention
Your VPS Ultra comes with three levels of service, clearly defined.
| Level | Who acts | For your VPS Ultra |
|---|---|---|
| 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 Ultra. Describe what you are seeing; we diagnose it, then show you exactly what to do, whether the cause lies in the system, the kernel, 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.
| 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 setting up a WireGuard VPN for my team. | the configuration of the kernel, the firewall and the clients, step by step |
| My emails end up in spam. | checking the reverse name, SPF, DKIM and DMARC, and the corrections to make |
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 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 100.
Remove passwords and API keys from what you copy, and never send us your private SSH key: we diagnose without it.
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, and it is billed for the time spent, at the hourly rate shown on the VPS Ultra 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.