- 647-478-2049 An operator in Toronto, on the phone
- info@qilak.ca Opens a support request, subject filled in
You get an operator, not a queue position.
Support here is the same small group of people who wired the racks and configured the switches. That is the entire advantage, and it is why both lines above go to the same place rather than into a tiering system.
The honest limit: we do not publish a response-time commitment yet. Not a first response target, not a resolution target. We would rather tell you that than print a number we have not earned the right to promise. Ask what we can cover for your service and we will answer specifically.
What support covers
- Reaching us
- Phone and email, both answered by the people who run the infrastructure. We do not publish support hours yet. If coverage at a particular time is part of your decision, ask before you buy and you will get a straight answer about what we can commit to today.
- Who answers
- An operator who can read the switch configuration and power cycle the machine. Nobody reads a script at you, and you are never escalated to someone who knows less about your setup than the last person did.
- Covered as standard
- The infrastructure itself: network, power, the machine, and your access to it. IPMI or out-of-band management on every server, KVM-over-IP where the hardware supports it, and hands in the building when the metal genuinely needs one.
- Covered on managed hosting
- The layer above the hardware: setup and configuration, monitoring, updates and patching, and backups. Your application and your data stay yours, and we do not touch what we were not asked to run.
- When you would rather not ask
- Guides and articles for the ordinary questions, and a live status page for the one question worth checking first, which is whether the problem is ours or yours.
- What the uptime target means
- The service target is 99.9%. What that target actually obliges us to do belongs in the service level agreement rather than in a sentence on a marketing page, so read it there.
Something is wrong right now?
Call the number at the top of this page. If it is not urgent, email works and reaches the same people. Either way you are describing it once, to someone who can act on it.