Server support that backs your success
With your own personal 24/7 team of Server Support Engineers you'll work smarter, not harder
Standard Support
Most Storm customers find our standard support sufficient to resolve their issues and answer their questions. Get in touch through the ticket system or LiveChat, with your request patched to a highly trained support engineer.
See key features
Business Support
Business support delivers faster response times and 24/7 proactive monitoring of your important systems. We’ll configure your hosted services to run the apps you need, and provide in-depth application and server support. And just in case you need an expert answer, we’re ready to help 24/7.
See key features
Enterprise support
Storm’s Enterprise Support integrates seamlessly into your business to deliver rapid response times for mission-critical systems and applications. Get everything in Business Support and a direct line to Storm’s Priority teams through our ticket system, LiveChat, and Zoom calls.
See key featuresFeatures of Business and Enterprise Support
Storm Business and Enterprise Support keeps you focused on the road ahead at a predictable monthly rate
Priority Response
Business and Enterprise Support delivers expedited access to Senior Support Engineers to keep critical applications, services, and infrastructure running optimally. With Storm’s unique Customisable Escalation Procedures (CEPs), designated infrastructure events that require manual intervention are fully managed by your dedicated Storm Support Pod, allowing you to work without interruption.
Phone & Zoom Support
Get Enterprise Support for 1-on-1 or conference voice and video calls with Senior Support Engineers. Schedule calls to discuss complex requirements, resolve specific issues, or plan out strategies between multiple teams.
Lighter Workloads
Customise your support experience with Storm’s Customisable Escalation Procedures (CEPs) and weekly or daily Scheduled Support Tasks. These features deliver seamless integration of your dedicated Storm Support Pod into your business to alleviate hosting overhead. Enterprise Support customers can use SLA Options to create a tailored service that reflects their unique business requirements.
Three Levels of 24/7/365 Support
Choose the level of support that you need to stay focused on what you do best
| Standard | Business | Enterprise | |
|---|---|---|---|
| Service Level Agreement | |||
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100% Network Uptime Guarantee
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24/7/365 LiveChat & ticketing
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Initial response time to a monitoring alert
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< 30 mins
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< 15 mins
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< 5 mins
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Initial response time to a ticket
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< 3 hours
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< 1 hour
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< 15 mins
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Scheduled Support Tasks
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Monthly
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Weekly
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Daily
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| Standard Support | |||
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Platform Support Full support for all Cloud and Dedicated server requests related to: Capacity monitoring Health & performance checking Managed migration of your sites and apps to Storm Cost Analysis, Management & Optimisation Patch Management & Security Updates Basic DDoS Protection Brute Force Protection Services Hardening (RDP / SSH / cPanel / FTP / TCP) Managed backups and on-demand restorations Server scaling Cloning & templating Security & firewall management Server customisation & software installation |
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Application Support We cover all the following Application level items as part of our standard support service Windows & Linux Operating System support Plesk & cPanel issues and configuration support Investigation of server error messages Database related issues Performance optimization SSL certificates |
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Proactive Monitoring We proactively monitor the availability and security of your servers, websites and applications. Taking action to resolve alerts without you needing to contact us. 24/7/365 Proactive Server Uptime monitoring Proactive URL and port availability monitoring Proactive Reverse Port monitoring |
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| Advanced Support | |||
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Dedicated Support Pod
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Customisable Escalation Procedures
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Best effort support for third-party applications
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Full-stack support
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Phone support
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Private Zoom Channel
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Custom SLA options
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| Pricing | |||
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Monthly fee
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£0
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£100
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from £400
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Out of scope items
Regardless of the support level you have with us, there are certain issues that we’re unable to cover. The following are a few examples of items outside the scope of our support service.
If you need assistance with any of these items, talk with us as we have an excellent range of partners that we work with who we can refer you to and who may be able to assist you with them.
- Changes to your website content/appearance
- Debugging code
- Auditing code
- In short, anything related to code editing
- Restoring websites using anything other than a full and complete backup
- Changes to the functionality of plugins, themes and modules
- Application level security issues (although we can help you identify vulnerabilities)
Frequently Asked Questions
Our support levels apply at the account level. If you add Business or Enterprise Support, it is available across all the servers in your account.
Yes. Business or Enterprise Support requirement a minimum commitment of six months.
Speak with your Account Manager or Contact us here to have Business or Enterprise support added to your account.
Servers are monitored for 24/7 availability. Non-responsive servers are immediately investigated by your dedicated Storm Support Pod, and brought back online. An incident report will be delivered to your inbox.
Tell us which website URLs and server ports you’d like monitored 24/7 for availability. Inaccessible URLs and ports are immediately investigated and proactively restored to operational state by your dedicated Storm Support Pod. This is a persistent service that works while you focus on more productive tasks.
We’ll keep an eye out for ports that become publicly accessible on your servers and networks. Newly active ports are investigated in real time by your dedicated Storm support team to ensure that no door is inadvertently opened onto your servers or networks.
Don’t just take our word for it
Join the hundreds of happy customers that use Storm Internet
From the offset, Storm took the time to understand our problems and gave us confidence they could provide solutions to our issues. We've not been disappointed. Read More
Elliot Price - Elizabeth Shaw
