24/7/365 Engineers On-Site

100% Uptime SLA

1hr to Instant Response

Support Plans

MassiveGRID provides a wide range of support packages, depending on the offered level and kind of technical support. Choose the one that best covers your business needs — from managed server support to a fully dedicated 24/7/365 team.

22+

Years Experience

24/7

Engineers On-Site

100%

Uptime SLA

Support Tiers

Choose Your Support Level

From self-managed server support to a fully dedicated Business Critical team with instant response times.

Managed Server

Infrastructure management and hardware maintenance included with all hosting plans.

Included

with all plans

24/7/365 infrastructure monitoring
Hardware replacement & maintenance
Ticket support portal access
Status page & incident alerts
DDoS protection (up to 1.5 Tbps)
SysAdmin support not included

Get Started

SysAdmin

Hands-on server management and software support. Available in Basic & Pro tiers.

Starting from $100/mo

Basic: 2 hrs/mo · Pro: 6 hrs/mo

Pro tier: $300/mo · Fair-use policy applies

Everything in Managed Server
Software installation & configuration
OS updates & security patches
cPanel & application support
Personalized backups (Pro tier)
R1Soft backup agents included

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What's Included in Support

Every support interaction is handled by experienced engineers on-site 24/7/365, protecting your business and guaranteeing continuity.

24/7/365 Ticket Support

The online Ticket Support Portal is the primary means of communication. A unique ticket number is assigned for all correspondence until the problem has been resolved. Different response times are offered according to your support package.

All Plans

SysAdmin & Software Support

Installation, configuration, and support for well-documented and popular software installed per standard vendor documentation. cPanel support is included and considered SysAdmin support. A monthly fair-use policy may apply.

SysAdmin+

Personalized Backup Service

Personalized backup configuration and management is offered to SysAdmin Pro, Premium & Business Critical plans. MassiveGRID complimentarily provides R1Soft agents, one of the industry's leading backup tools.

SysAdmin Pro+

Proactive Monitoring

MassiveGRID's technical support proactively restores monitoring alerts and events 24/7/365, even before you identify a problem. Upon restoration, you are informed of any alert, even if it doesn't affect business continuity.

Premium+

24/7/365 Phone Support

Telephone support is provided to Business Critical packages. Business Critical Instant customers receive a dedicated telephone number answered instantly by their dedicated 24/7/365 support team — no ticket required.

Business Critical

Disaster Recovery Planning

MassiveGRID's experienced technical team prepares disaster recovery planning scenarios according to your requirements, and upon approval, commits to deploying them. Available to Business Critical Pro & Instant packages.

Business Critical Pro & Instant

Detailed Comparison

Compare All Support Tiers

See exactly what's included in each support package.

Feature	Managed Server	SysAdmin Basic	SysAdmin Pro	Premium	Business Critical	Business Critical Pro	Business Critical Instant
Pricing & Engagement
Monthly Price	Included	$100	$300	$1,000	$3,000	$10,000	$30,000
Monthly SysAdmin Hours*	—	2 hours	6 hours	20 hours	60 hours	200 hours	Unlimited
Support Channels
24/7/365 Phone Support	—	—	—	—
Dedicated Phone Line	—	—	—	—	—	—
Response Times
Guaranteed Response SLA	Best effort	Best effort	SLA-backed	SLA-backed	1 hour	30 min	Instant
Technical Services
Infrastructure Monitoring							Dedicated screens
Proactive Alert Restoration	—	—	—
Software Installation	—
OS Updates & Patches	—	Standard	Standard	Enhanced	Priority + zero-day	Priority + zero-day	Priority + zero-day
Third-Party App Support	—	—	Best effort	Next business day	Same day	Priority	Immediate
cPanel / WHM Support	—
Onboarding Session	—	—	—	—	—	Guided setup	White-glove
Backup & Recovery
Personalized Backup Config	Self-managed	Self-managed
Disaster Recovery Planning	—	—	—	—	—
Security
Premium DDoS (4.5 Tbps)	—	—	Add-on	Add-on	Included	Included	Included
4-Level Security Package	—	—	—	—
Security Audits & Hardening	—	—	—	—
Security Check Frequency	—	—	—	Quarterly	Monthly	Weekly	Continuous
Infrastructure
Dedicated Rack Upgrade	—	—	—	—	—	Free upgrade	Dedicated cage
Dedicated Support Team	—	—	—	—	—	—
Performance Reports	—	—	—
	Get Started	Get Started	Get Started	Get Started	Contact Sales	Contact Sales	Contact Sales

* Fair-use policy applies to all SysAdmin hours. Unused hours do not roll over. All plans include ticket & email support, R1Soft backup agents, DDoS protection (1.5 Tbps), and hardware maintenance as standard.

Business Critical Only

Premium 4-Level Security Package

Business Critical support packages include a state-of-the-art security suite. MassiveGRID performs periodic security audits, server hardening based on audit results, and malware removal on impacted servers.

Firewall Protection — Advanced firewall rules and policies managed by our security team

Intrusion Detection — Real-time intrusion detection and prevention systems

Malware Protection — Continuous scanning with periodic audits and removal

Web Application Firewall — WAF protection against application-layer attacks

Zero-Day Patches — All eligible customers benefit from zero-day security patch updates

Firewall

Layer 3/4 network protection

IDS/IPS

Intrusion detection & prevention

Malware

Scanning & removal

WAF

Web application firewall

Our Commitment

SLA Guarantees & Commitments

Every support interaction is backed by measurable commitments and industry-leading SLAs.

100% Uptime SLA

1,000%

In case of any proven downtime, MassiveGRID offers 10 times (1,000%) the actual amount of downtime as credit, up to your monthly recurring charge.

Guaranteed Response Times

1hr → Instant

SLA-backed response windows range from 1 hour to instant, depending on your support package. If we miss it, you receive service credits automatically.

Expert Engineers On-Site

24/7/365

Experienced engineers are on-site around the clock at all data center locations. Certified across Proxmox, Linux, networking, and security. No scripts — real expertise.

HA Architecture

N+1

All infrastructure uses High Availability architecture with at least N+1 redundancy on network, hardware, and power elements. Preventative maintenance with zero downtime.

FAQ

Frequently Asked Questions

Yes. All new MassiveGRID clients enjoy free SysAdmin Support during the first month, to help you get started with your infrastructure and ensure a smooth onboarding experience.

A monthly fair-use policy applies to all support packages except Business Critical Instant, and will be applied in case of abuse. Business Critical Instant customers receive unlimited SysAdmin support with a dedicated support team.

Response times vary by support package. Customers can choose from 1 hour to instant response time guarantee according to their business needs. The response time is calculated from the creation of the support ticket. "Response" means the initial response by technical staff, not resolution of the incident. Business Critical packages guarantee the fastest response times.

MassiveGRID is committed to 100% service availability. In case of any proven downtime, we offer 10 times (1,000%) the actual amount of downtime as credit, up to your monthly recurring charge. For response time SLA misses, a credit of 5% of the monthly cost per each hour of unavailability in excess of the SLA applies, limited to 100% of the monthly cost. Claims must be initiated within 10 days of the incident.

Yes. If you choose cPanel, MassiveGRID commits to providing full cPanel support through our 24/7/365 technical support team. cPanel support is considered SysAdmin support, and on specific support packages, the fair-use policy applies.

All Business Critical packages include 24/7/365 phone support and the premium 4-level security package. Business Critical Pro adds disaster recovery planning and a free dedicated rack upgrade. Business Critical Instant is the highest tier — it includes a dedicated support team exclusively assigned to your infrastructure, a dedicated phone line answered instantly (no ticket required), a dedicated cage upgrade, and unlimited SysAdmin support with no fair-use limits.

Yes. MassiveGRID provides support for well-documented CMS applications (installation, configuration, and compatible third-party modules), with next business day engagement. This feature is offered as an add-on service to all support packages.

Not Sure Which Plan Is Right?

Talk to our team and we'll help you find the best fit for your workload and budget.

Free first month SysAdmin

100% Uptime SLA

Upgrade anytime

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