Support Policy

Spry Support Policy

We have 2 support options available to meet your needs. Our Basic support is included with every hosting plan, free of charge. Basic support is designed to meet the needs of clients who are self-sufficient in managing their server. Our Advanced support is available on an as-needed or subscription basis for any customer, while our level 400 VPS accounts and Sprybox dedicated accounts have Advanced support included free of charge.

Response Times:
Below is a guide to the approximate response times for support requests
opened through our support site:

Emergency reboot 5 to 20 minutes
High priority under 2 hours
Medium priority under 6 hours
Low priority under 12 hours

Our expert support team cannot provide free support for every problem you may encounter or create on your dedicated server or VPS. Support issues which are not covered by your plan are billed at a rate of $10 per request. We will work with you to resolve any issues requiring our assistance or expertise, and will advise you of any applicable charges prior to do doing the work.

Every new customer gets Advanced support included free of charge for their first 10 days. After this introductory period, Advanced support can be added to your plan for only $10/month.

Our admin team can also provide custom scripting or application installation and configuration work on an as-needed basis for $100/hour. Contact our sales team with your project requirements to get a quote for these services

Support Area	Basic	Advanced
SERVER	-	-
24/7 Reboots:
Troubleshoot Hardware:
Replace Hardware:
OPERATING SYSTEM	-	-
Install:
Apply Patches:
Troubleshoot:
Reinstall:*
INSTALL	-	-
Apply Patches
Troubleshoot
Configure:	FEE
Reinstall:*
CONTROL PANEL:***	-	-
Install:
Apply Patches and Upgrades:
Troubleshoots:
Configure:	FEE
Reinstall:*
APPLICATION SOFTWARE (As per Plan):****	-	-
Install:
Apply Patches and Upgrades:
Troubleshoot:	FEE
Configure:	FEE
Reinstall:	FEE
SCRIPTS AND THIRD PARTY SOFTWARE:	-	-
Install:	FEE	FEE
Troubleshoot:	FEE	FEE

*Every plan includes one free restore or re-install per month. This can be used to re-install the OS, Control Panel, or Base System Packages as well.
** Includes the base system packages that Spry installs when the server is initially setup, not packages you may choose to install later.
*** For Plesk and WHM / cPanel VPS or VPS Dedicated servers
**** Application software included with your VPS or control panel such as fantastico, clientexec, etc.