Support
Technical support
Support requests reach the team that built your infrastructure, not an intermediary layer. Critical incidents go by phone; planned work goes by email.
- Critical incident response
- 24/7
- Access to the technical team
- Direct
- Zabbix-driven early response
- Proactive
- Support language (EN available)
- Turkish
How our support works
The thing that damages a support experience most is the number of layers you have to explain the problem to. Where a first line passes tickets upward without understanding them, most of the resolution time is spent waiting. Here, a support request reaches the team that built your infrastructure directly.
The second difference is on the proactive side. When thresholds defined in Zabbix are crossed, the alert comes to us — and in many cases the issue is closed before it reaches you. We don't wait for you to notice a disk filling up, a service stopping or a backup job failing.
For critical incidents we recommend the phone channel; email suits planned work, configuration requests and questions. Which situation runs through which channel is clarified during the agreement stage.
- Requests reach the technical team directly
- Proactive response driven by monitoring alerts
- Phone channel for critical incidents
- Email for planned work and configuration requests
- Scope boundaries documented before the agreement
Process
The path a support request follows
- 01
Raising the request
Phone when critical, email otherwise. Telling us the affected system and when it started speeds things up.
- 02
Investigation
The situation is assessed against monitoring metrics and logs, where most root causes become visible.
- 03
Intervention
The required action is applied. If a risky change is needed, a snapshot is taken first.
- 04
Follow-up
We share what happened and what was done to prevent recurrence, updating monitoring thresholds if needed.
What helps when you raise a request
- The affected server or service
- When the problem started
- Whether anything changed (a deployment, update or configuration)
- The full error message text or a screenshot
- Whether it affects all users or only some
- Steps you have already tried
FAQ
Frequently asked questions
How far does support extend?
Infrastructure, network, the security layer, backup and monitoring are our responsibility. Your application code and any third-party software you run stay on your side — though we help identify where the problem sits. Scope boundaries are set out in writing before the agreement.
What if something breaks in the middle of the night?
The phone channel is open 24/7 for critical incidents that stop the service. Our monitoring system also surfaces many failures to us as alerts before you notice them.
Can I request configuration changes?
Yes. Requests such as firewall rules, opening ports, backup frequency or monitoring thresholds can be raised through the support channel. Routine changes are usually applied the same day; requests with security implications are reviewed with you first.
More
Related pages
- Monitoring24/7 infrastructure monitoring with Zabbix24/7 monitoring of CPU, memory, disk, network and service state. Threshold alerts, historical metric data and capacity planning support.
- SLAService level agreement99% annual availability, one-hour hardware replacement, a 15-minute first response commitment and an SLA credit schedule tied to monthly availability.
- ContactLet's plan your infrastructure togetherGet in touch with EG678 Cloud. A free, no-commitment conversation about a cloud server configuration and pricing built around your requirements.
Let's plan your infrastructure together
Tell us what you need and we prepare a configuration and pricing specific to you. We don't sell fixed packages; we build the deployment, licensing and backup plan with you.