Six Feet Up Hosting Support Policy
Non-Emergency Support Issues
- CMS/Plone non-emergency support issues should be emailed to support@sixfeetup.com. This will automatically open a support request ticket.
- KMS/KARL non-emergency support issues should be emailed to karl-support@sixfeetup.com. This will automatically open a support request ticket. The KARL Support Website provides additional support information for our KARL clients.
- Please note that non-emergency support issues will only be addressed during business hours.
Emergency Support Issues
- All CMS/KMS emergency support issues should be submitted via our emergency form. Completing and submitting this form will page the on-call Administrator to respond to your issue.
- Before submitting an emergency support request, please read the following:
- If the issue falls under the area of responsibility of Six Feet Up, it will be addressed and will not be billed.
- Emergency support issues will be treated as projects and billed based on our Support Fee Schedule (see below) in one-hour increments.
- KARL response times for emergency requests are outlined in KARL Hosting Contracts.
Six Feet Up Support Fee Schedule
- Standard Hourly Rate: $150/hr for all time and materials tasks scheduled in advance, and performed during normal business hours (*)
- Standard Outside Business Hour Rate: $200/hr for all time and materials tasks scheduled in advance, and performed outside normal business hours (*)
- Rushed Hourly Rate: $200/hr for all time and materials tasks scheduled less than one business day in advance, and performed during normal business hours (*)
- Rushed Outside Business Hour Rate: $250/hr for all time and materials tasks scheduled less than one business day in advance, and performed outside normal business hours (*) excluding holidays
- Work Performed During US Holidays: $300/hr for all time and materials tasks performed during US holidays
(*) Normal business hours are defined as Monday – Friday, 8am-5pm US Eastern Time, US holidays excluded.
