The response time of our support team depends on three parameters:
Your billing plan determines how and when we can respond to your question. You can check your billing plan on the Services page by selecting a service.
Check what support is provided by your plan on the Pricing page.
There are three support modes available:
The request priority reflects the impact of service issues on your business. The more critical the problem, the sooner we will start solving it.
Priority | Criteria | Response time |
---|---|---|
Urgent | Business-critical functions are unavailable, or degraded and will soon be unavailable | Within 1 hour |
High | Business-critical functions are partially unavailable or degraded | Within 2 hours |
Normal | Non-business-critical functions are inoperable or non-standard errors are observed | Within 4 hours |
Low | You have a general question concerning the infrastructure; you want to request a new function of the Gcore services or discuss an existing onen | Within 8 hours |
If you use CDN, Video Streaming, Edge Cloud, Web Application Protection, Object Storage, or Managed DNS, you can set the priority of the request and manage it in the "Help center" while creating a request. For other services, priority is indicated in the chat on our website.
To create a request, click Help and then Help center.
The new page will open. Specify the details of your request and set the "Priority" option.
This functionality will soon be available for Hosting clients.
When you send a request by email, it will have "Normal" priority by default. Please feel free to ask to change the priority by emailing our support team.
Note: We reserve the right to lower the priority if the issue is not caused by errors in our service, the priority needs to be corrected, or it does not meet our internal criteria.
The support team's workload can affect the response time. If technical support is overloaded, the response time will be increased.
However, it rarely happens. We usually respond earlier than the established deadlines.
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