Multilingual technical support 24×7

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For our customers' convenience, we offer four types of technical support

BASIC TECHNICAL SUPPORT
BASIC TECHNICAL SUPPORT

Area of responsibility:

  • physical data center infrastructure
  • virtualization environment
  • virtual hardware

We do not have access to the client's system, and the right to interfere with its operation


This is a free option, in which we do not have the system access details and the right to interfere with its operation. In this case, we maintain the system's performance and help clients solve issues related to the operation of virtual machines. If you need our direct intervention, you can activate the server administration option permanently or hourly.


Cost: Free

CONSTANT SERVER ADMINISTRATION
CONSTANT SERVER ADMINISTRATION

Area of responsibility:

  • physical data center infrastructure
  • virtualization environment
  • virtual hardware
  • client operating system
  • software

We have access to the system


At this level of support, we take the server into a special account for constant monitoring of the system state. Unlike basic support, here we have access rights to the system, so we can not only advise, but also perform work on solving certain issues within the system. The server administration is charged monthly.


Cost: 50% of the server cost, but not less than 30 euros/month

HOURLY SERVER ADMINISTRATION
HOURLY SERVER ADMINISTRATION

Area of responsibility:

  • physical data center infrastructure
  • virtualization environment
  • virtual hardware
  • client operating system
  • software

We do not have permanent administrator rights, they are issued only for one-time works


If you need one-time assistance rather than continuous monitoring, for example, to fix OS or software errors, you can activate hourly server administration. The service is available from 1 hour or more. In this case, we have access rights to the system only for the period that is activated. 


Cost: 20 euros/hour

WARRANTY SUPPORT
WARRANTY SUPPORT

Area of responsibility:

  • physical data center infrastructure
  • virtualization environment
  • virtual hardware
  • client operating system
  • software

Only we have administrator rights. As soon as the client requests administrator rights, the warranty support becomes basic support. Works only for hosting websites, email, domain zones, and files


Here you get the same level of support as when administering the server, but for free. There are several conditions:

  • it is a new machine and administrator rights from this machine were never transferred to the client;
  • only we have administrator rights, the client uses the server as a user;
  • the system installed on a server is based on ISPmanager, VestaCP, and BitrixVM from our templates, which are designed only for hosting websites, email, domain zones, and files. 

If you suddenly need administrator rights, we will immediately provide them without questions. However, it will be automatically considered as the end of the warranty support period. Then you can use either basic technical support or server administration services. It is like buying a TV. The manufacturer will repair it for free, but if you decide to open it and see what is inside, no offense but in this case, the future of the TV will be in your hands now.


Cost: Free

AREAS OF RESPONSIBILITY
AREAS OF RESPONSIBILITY
CONTACTS

There are three channels which you can always use to contact us:

  1. email address: support@tucha.ua
  2. good old phone: +380 44 583-5-583 (select 2, in the voice menu)
  3. ticket system

Technical support is available around the clock, without holidays, weekends, lunch breaks, indigestion, and nuclear war, so it is better to contact us immediately. For quick and easy contact with us, use guaranteed communication channels. 

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