WebDisk Support

Standard Support

Standard Support is the basic level of service for our customers, automatically included with every offer. It is designed for clients who prefer to manage their infrastructure independently and use available educational materials. It is an ideal solution for smaller businesses or users who do not require immediate intervention in case of minor issues.

Support details:

• Support availability:
• • The service is available 24/7 through an online ticket system.
  • By phone during business hours 8:00-18:00 from Monday to Friday.
  • Our customers can report issues at any time, ensuring continuous support, although interaction is conducted exclusively in written form.
• Response time:
• • The guaranteed response time is up to 12 business hours, which is sufficient for less critical issues.
  • Responses are provided by the support team, which analyzes the ticket and provides solutions or directs to documentation.
• Support scope:
• • Provides basic technical assistance and support in resolving typical problems.
  • Access to comprehensive online documentation and knowledge base, which includes instructions, guides, and FAQs.
  • Support encourages customers to troubleshoot independently, which reduces costs and accelerates processes.
• Service monitoring:
• • Standard Support does not include active service monitoring by the support team.
  • Customers are responsible for independently monitoring their service status and initiating tickets if they notice issues.
• Backups:
• • The system performs weekly backups, allowing for basic data protection.
  • This is a solution intended for less critical environments, where data recovery within a week is acceptable.
• Technical reviews:
• • No regular technical reviews, which means infrastructure analysis is performed only upon customer request.
• Contact in case of failure:
• • Unlimited contact with the support team is available through the ticket system, enabling failure reporting at any time.
  • Although telephone contact is not available, the ticket system provides a constant communication channel.

Premium Support

General description:
Premium Support was created with clients in mind who need faster and more comprehensive support. This support level offers both traditional communication channels and additional services that help optimize system performance. Perfect for companies that are already developing their cloud services and want to ensure that any potential issues will be resolved quickly and effectively.

Support details:

• Support availability:
• • The service is available 24/7 through an online ticket system.
  • By phone during business hours 8:00-18:00 from Monday to Friday.
  • Our customers can report issues at any time, ensuring continuous support, although interaction is conducted exclusively in written form.
• Response time:
• • The guaranteed response time is up to 8 business hours, allowing for faster problem resolution than the Standard level.
  • Priority handling of tickets helps minimize system downtime.
• Support scope:
• • Includes extended technical assistance with additional consulting on service optimization.
  • The Premium Support team can provide advice on best practices, configuration, and infrastructure scaling.
  • Customers receive more detailed instructions and guidelines tailored to the specifics of their environment.
• Service monitoring:
• • Premium Support includes proactive service monitoring.
  • The system automatically detects anomalies and potential issues, enabling early intervention.
  • This makes it possible to prevent failures before they impact users.
• Backups:
• • Daily backups are performed with a 7-day retention period.
  • This solution ensures faster data recovery in case of failure and reduces the risk of losing important information.
• Technical reviews:
• • Quarterly technical reviews are offered, which enable systematic analysis of the infrastructure.
  • During such reviews, the support team identifies potential improvements and plans further optimization steps.
• Failure contact:
• • Unlimited phone support during business hours guarantees that in the event of critical failures, the client will receive a quick response and assistance.
  • The ticketing system remains active outside of business hours, although response is provided according to standard times.

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 enterprises and organizations for which system continuity is crucial. It includes a dedicated account manager and immediate intervention in case of any issues.

Support details:

• Support availability:
• • The service is available 24/7 through the ticketing system and a dedicated hotline, ensuring round-the-clock access to support.
  • A dedicated communication channel guarantees that every ticket is treated as a priority.
• Response time:
• • Guaranteed response time is up to 2 business hours, which is crucial for environments where every minute of downtime can generate significant losses.
  • Fast response enables minimizing the impact of failures on business operations.
• Support scope:
• • Includes comprehensive technical support, including individual consultations, implementations, and support in strategic planning of infrastructure development.
  • Customers have access to a dedicated account manager who understands the specifics of their environment and maintains constant contact.
  • The service includes full technical advice and assistance with implementing new solutions.
• Service monitoring:
• • Enterprise Support includes proactive monitoring with immediate notification of any irregularities.
  • The monitoring system operates in real-time, enabling immediate intervention and preventing potential failures.
  • This ensures that companies are confident their systems are continuously monitored by a team of experts.
• Backups:
• • Daily backups are performed with a 30-day retention period, allowing flexible data management.
  • The ability to restore data on demand provides the highest level of protection and minimizes the risk of information loss.
• Technical reviews:
• • Monthly technical reviews and strategic consultations enable current analysis and optimization of the infrastructure.
  • Meetings with a dedicated account manager allow for planning long-term strategies and implementing improvements in real-time.
• Failure contact:
• • Customers using Enterprise Support have unlimited contact through a dedicated 24/7 hotline.
  • In critical situations, the dedicated team immediately takes corrective action to restore full system functionality.

Summary

Each of our support levels offered at WebDisk has been designed with different customer needs in mind:

• Standard meets the requirements of customers who prefer to resolve issues independently using available resources,
• Premium is for companies expecting faster response times and additional technical advice,
• Enterprise provides the highest level of support, dedicated contact, and comprehensive care for critical environments.

With such a diversified offering, every WebDisk.pl customer can choose the option that best suits their specific requirements, which translates into greater satisfaction, better infrastructure management, and assurance that when needed, they will receive support at the highest level.