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Six Feet Up Hosting Support Policy
All customers MUST submit a ticket before work can begin.
Non-emergency support issues
Non-emergency support issues should be emailed to support@sixfeetup.com. This will automatically open a trouble ticket.
Emergency Support Issues
All emergency support issues should be submitted via our emergency form online (http://www.sixfeetup.com/hosting/emergency-contact). Completing and submitting this form will page the on-call Administrator to respond to your issue.
- Any unintentional issues caused by Six Feet Up will be fixed in a timely manner and will not be billable.
- Customer requested support issues taking less than 15 minutes will typically not be billed.
- Customer requested support issues taking more than 15 minutes but less than 30 minutes, may or may not be billed at our discretion.
- Customer support requests taking longer than 30 minutes will be treated as projects and billed at our standard rate of $125/hour.
- Outside of normal business hours (M-F 9AM-6PM EDT, US Holidays excluded) support requests that require immediate attention need to be submitted via our online emergency support form (http://www.sixfeetup.com/hosting/emergency-contact). The on-call Administrator will respond via phone or email that the support request has been received and work has begun. Again, if the issue falls under the area of responsibility of Six Feet Up, it will be address and it will not be billed. All other emergency support will be billed at a rate of $175/hour.
