Severity Levels
Severity levels assist in categorizing the severity or urgency of the incidents. We categorize issues and errors on the level of their severity during peaks times, we assist customers in order of their severity. This allows us to resolve serious issues quickly.
Severity Level: Emergency
Server Down (and other similar related tasks)
Website Down
Server Hacked
Website Hacked
Server is generating or receiving Denial Of Service (DOS) attack
Service Down (Email, Database, etc.)
Data Corruption or Loss
Severity Level: Medium
Service deteriorated (Some emails not delivering)
Website performance issues (not downtime related)
Some function in the server is not working as expected
Some function in the website not working as expected
SSL renewal required
Network connectivity issues
System performance degradation
Severity Level: Low
Software installations
Migrations
New server setup
Consultations
User access management
Backup and restore requests
Configuration changes
Monitoring and alerts setup
24/7 Customer Support
ISO 27001 Certified
GDPR Compliant
4.8 Trustpilot rating
4.5 Google reviews
Personalized Client portal
Response Time
Our dedicated support team at Bobcares is committed to providing quick responses to critical issues. The response time is usually as per the Severity Level and Service-Level Agreement (SLA).
If we are handling another ticket and your high severity ticket comes in, we will handle the highest severity first.
In the event our emergency team is full, triage protocol will be active. As per this protocol, the highest severity incident will get attention first and less severe incidents will be queued. We will provide an ETA in case we can immediately attend to a request and we will complete the request as per ETA provided.
The Bobcares difference
Assisted by Engineers, Computer Science graduates
At Bobcares, your business will be helped by certified Computer Science Engineers with extensive knowledge about servers, operating systems, networks and DevOps.
100,000+ servers supported
Over the past 20+ years, Bobcares has backed over 100,000 servers through remote server monitoring tool, real time assistance, and data centers. We achieved this growth by treating the business of our customers as our own.
Certified by Cloud Service Providers
Bobcares continues to ensure that all our engineers are certified with emerging and highly used technologies. Bobcares has AWS Certified Solutions Architects, AWS Database Specialists, Google Cloud Architects as well as GCP Security and Network Engineers. We’re the most recognized and reviewed provider of server management with these certifications.
Market leader for 20+ years
Bobcares has a legacy for Outsourced Support. Since 2001, we established all the important benchmarks in quality technical support such as fast responses, dedicated staff, and more.
Located in Phoenix, USA and Kochi, India
We run our front-line phone support operations from Phoenix, AZ with an all-American team, and the backend help desk support & server management from Kochi, India. This helps us reduce total service cost while not compromising on quality.
ISO 27001, ISO 9001 certified support quality
We’re committed to delivering top-notch service quality as well as doing it in a highly secure fashion. Our experts analyze hundreds of tickets per month to continually improve technical support quality. Accompanying that, we chose the toughest security standard for the hosting industry, ISO 27001:2013, to protect your customer data, server logins, service agreements, and more.
Frequently asked questions
What is emergency support severity?
Emergency support severity is the level of urgency allocated to a specific support request. It helps prioritize and assign the right resources to fix the issue promptly.
Can you handle emergency support severity incidents?
Our experienced team of support engineers offers prompt support to critical issues and resolves them as soon as possible.
Click here to get a custom quote.
What information should I provide when reporting an emergency support issue to you?
When reporting an emergency support issue to us, provide precise information about the problem, including any error messages and any troubleshooting measures already taken. We can assess the situation faster and more accurately if the information provided is more specific and concise.
How do I contact you for emergency support?
Click here to talk to a solutions expert.
How quickly can I expect a response from you for different severity levels?
Emergency Support or Priority Support plans have a response time of 30 mins or less. All other support plans have a response time of 2 hours on average.
Can I call you? It's easier for me.
What is the service availability for Bobcares?
Click here to talk to a solutions expert.
How do you determine the severity level of an emergency support request?
At Bobcares, the severity levels are assessed based on the factors such as the effect on business operations, the number of affected users, and the urgency to restore services.
Let's talk about your support
Our hosting specialist will build your a custom support package.