24/7 support from the people who rack the servers.
Median first response of about five minutes on WhatsApp and tickets, every day of the year, with no level-1 script standing between you and an engineer.
Every CloudTusker plan includes 24/7 human support over WhatsApp, ticket, email and phone — there is no premium support tier, because withholding help from paying customers is not a business model we like. Managed plans additionally include OS patching, panel updates, hardening and proactive monitoring.
Common requests we handle for free: website and mailbox migration from any host, SSL installation, DNS and MX configuration, malware clean-up guidance, backup restores, and sizing advice when your traffic grows.
Anything infrastructure-level — hardware swap, network event, DDoS mitigation — is handled by the same team, and we tell you what happened rather than hiding behind a status page.
Managed customers also get proactive monitoring: we watch CPU, memory, disk, mail queues and HTTP response codes, and we contact you before a slow creep becomes an outage. If a fix needs a maintenance window we agree it with you rather than rebooting your production box at random.
And if something is our fault, we say so, tell you what we changed, and credit the account where the SLA calls for it. No incident theatre.
Escalation is short by design: the person who answers your WhatsApp message can restart your service, restore a backup, move you to a bigger node or walk into the datacenter. There is no ticket ping-pong between departments because there are no departments to ping-pong between.