Expert technical support from the moment you deploy your cloud
When you host with Memset you have a technical support team behind the scenes supporting you with your Memset infrastructure.
Our support team is based in the UK and available 24/7, 365 days a year.
During working hours, our engineers are available via our ticketing system or telephone. Should a crisis hit your infrastructure out of hours then our emergency facility puts you in contact with our technicians.
From the minute you begin hosting with Memset you have a UK based technical team supporting you 24/7. Every one of our customers receives free technical support during UK working hours through our support ticketing system.
As part of our Service Level Agreement we guarantee to respond to all tickets raised during working hours within 2 hours. For queries raised through the emergency contact facility we guarantee a response in 30 minutes whether during working hours or not.
Your ticket will always be responded to by a highly skilled technical engineer, rather than being placed in a triage queue. So you can rest assured that any issues will be resolved promptly.
We understand that not all of our customers have the same support requirements which is why we offer two support packages for you to choose from.
Managed Infrastructure – Free
Free access to ticket support within working hours, with access to out of hours contact facility. You also receive free self-monitored levels of vulnerability scanning, intrusion detection and service monitoring. We will always respond to server down alerts 24/7 (ping failures).
Ideal for customers who have the internal resource and knowledge to manage your Memset infrastructure.
Managed Platform - $139.00
Our highest tier of support includes all the features provided by Managed Infrastructure, as well as providing unlimited assistance from our support team and access to telephone support. Additionally, our expert technical team will log onto servers in order to carry out work and perform diagnosis when requested.
You also receive the same vulnerability scanning, intrusion detection and service monitoring with the ability to configure the alerts to go to us. This means that Memset engineers will monitor and respond to threats or problems rather than you having to handle them yourself.
The perfect solution for customers who may not have the internal resource to manage their Memset infrastructure. Or for those who simply wish to outsource more of their workload to an expert dedicated team.
Our customers are why we do what we do, and so we realise that it’s important to understand what our customers think of us. That’s why we regularly survey our customers to find out where we’re getting it right and more importantly where we might not be.
We carefully review all of our feedback, to understand how we can improve our services and customer support.