Support, SLA and acceptable use

99.99% on the network and power infrastructure of our platforms, with proactive monitoring, redundant power and priority intervention during incidents across our 7 datacenters.

From your client area, under Tickets: every exchange is tracked there, you can attach files and review the full history. Without an account, the site contact form reaches the same team.

Malware of any kind, phishing, banking or investment scams, spam and any content involving minors are prohibited in every location. Violations lead to immediate suspension without refund.

DMCA-ignored applies to the Netherlands location only: complaints there are generally ignored, and you are notified quickly if the datacenter forwards one anyway. Outside the Netherlands those rules do not apply, and prohibited activities remain prohibited everywhere.

Use the abuse report form with timestamped logs and the IP address involved. Every report is handled by our compliance team, which notifies the customer and can suspend the service.

Our Learn hub collects step-by-step guides - server setup, hardening, migration, networking - plus the technical documentation for our APIs. The blog covers product news and infrastructure announcements.

The service concerned and its IP address, the exact time the problem started, what changed just before, and the error output copied as text. With that our team reproduces the problem instead of asking you for it, which usually saves a full round trip.

Yes. Maintenance that can affect your services is announced ahead of time by email and in your client area, with the window and the expected impact. Unplanned incidents are handled first and communicated as they are being worked on.

Technical support goes through tickets, in your client area or through the contact form: everything stays written, traceable and attached to your services, which is what makes 24/7 follow-up possible. For a sales or commercial discussion, ask for a call in your message.

No. A terminated service is wiped, backups included, and nothing can be recovered afterwards. Export your data - or take a final backup - before the cancellation takes effect.

Open a ticket describing the vulnerability, how to reproduce it and the systems affected; it is routed to our compliance team. For abuse originating from our network, use the dedicated report form instead.

Under an hour on average, and a critical incident on a production service jumps the queue at any hour of the day or night. If your ticket is urgent, say so in the first line with the impact - "site down", "server unreachable" - rather than at the end of a long message.

English and French, 24/7. Write in either one; and if you are more comfortable in another language, write it anyway - a precise description we translate is worth more to us than an approximate one in English.

Only if you ask us to, and only with the access you provide - we keep no credentials for your machines. Managed services are the exception: administering the system is part of the contract there.

By email and in your client area: anything that may touch your services is announced there, with the window and the expected impact. During an unplanned incident the same two channels are updated as the work progresses.

In the datacenter you choose when you order, and it does not move afterwards. Access to your machines is yours: our staff work on the hardware and the network, and on the system itself only when you ask or when a managed contract covers it.

We use it to run your account, your invoices and your support, and we do not sell it. Our privacy policy lists what is collected and how long it is kept, and you can request a copy or a deletion from your client area.