(a) problem resolution times
Ans :- Problem would be resolved in 4 - 6 hours max even if its a major technical problem.
(b) support response times?
Ans :- We answer 90% of ticket in less than an hour. Our response time has no impact of any problems with our Servers but last week we got into a situation where backup restoration had to be done manually and things went wrong over there. We have configured good backup solutions for our windows servers and the newly added hosting controller windows servers have rebuild express which allows you to restore backup of all the data on respective server in 2 - 3 hours. So in case of a major problem with the server we will be in a position to restore everything as it is before customers start opening tickets.
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