4PSA - Server Management Software Solutions

Certified quality management

Our company, as well as our support facilities, function under a certified Quality Management System according to ISO 9001:2008 by TÜV CERT.

Fast and accurate interventions

Our support packages are designed to meet the most severe requirements. We are able to guarantee a 2-hour intervention.

Full support for all our products

All 4PSA software and service purchases include access to free-of-charge technical support. Additionally, we can assist customers with discounted consulting services.

Per-incident support alternative

Support services can also be purchased à la carte, so you do not have to get a full subscription if you are dealing with a single support issue.

Acknowledged success

In seven years of continuous service, we have carried out more than 200,000 interventions on more than 30,000 different infrastructures.

Full competence

Our support team can handle a wide range of services, from simple installation and configuration procedures to low-level debugging.

SUS Support

This support level usually includes software licensed under the perpetual and Basic Cloud licensing programs.

Service Level Agreement
Hours of Operation	12 Hours/Day, Monday - Friday
Length of Service	Subscription period
Product Updates/Upgrades	Yes *
Supported Products	All 4PSA Products All 4PSA Cloud OnDemand services Parallels Plesk Panel Parallels Virtuozzo Parallels Bare Metal
Covered Services	General product questions (configuration, utilization, maintenance etc.) Basic troubleshooting
Remote hands	No
À la carte purchase	No **
Method of Access	Support Zone (web-based)
Response Method	Support Zone (web-based)
Access to Support Zone Knowledge Base	Yes
Support Zone Accounts	Maximum 2
Number of Support Requests	4PSA Software Products: Perpetual licensing: 10 incidents/year VoipNow Professional legacy licensing: 1 incident/year VoipNow Professional First 10 Extensions licenses: 1 incident/year Basic Cloud licensing: 2 incidents/month
Hours included	N/A
Target Response Times ***	Critical (severity 1) - 6 business hours Major (Severity 2) - 12 business hours Minor (Severity 3) - 16 business hours Cosmetic (Severity 4) - 24 business hours
Business Hours	Monday to Friday 6:00 AM - 6:00 PM (GMT)
* All upgrade and update operations can be performed by 4PSA. This support level can only be purchased independently. * Expert Support is purchased in hourly packages. **** Ticket Response Time is based on the level of severity. The following severity levels are defined: Critical issue - the affected system is down and a system reboot/restart has not fixed the issue. Major issue - the affected system is working, but there are defects affecting a large number of customers in a way that impacts their business. Minor issue - the affected system is working, but there are defects affecting a small number of customers or the defects in question do not impact their business. Cosmetic issue - the system is working, there are defects not affecting customers or no defects have been identified.

Cloud Support

This support level is included in the software licensed under the Full Cloud licensing program and represents a perfect balance between cost and performance.

Service Level Agreement
Hours of Operation	24 Hours/Day, 7 Days/Week, 365 Days/Year
Length of Service	Subscription period
Product Updates/Upgrades	Yes *
Supported Products	All 4PSA Products All 4PSA Cloud OnDemand services Parallels Plesk Panel Parallels Virtuozzo Parallels Bare Metal Open-Xchange server
Covered Services	General product questions (configuration, utilization, maintenance etc.) Advanced troubleshooting
Remote hands	Yes
À la carte purchase	No **
Method of Access	Support Zone (web-based)
Response Method	Support Zone (web-based)
Access to Support Zone Knowledge Base	Yes
Support Zone Accounts	Maximum 4
Number of Support Requests	4PSA Software Products: Full Cloud licensing: 3 incidents/month 4PSA Cloud OnDemand services: VoipNow Cloud OnDemand: 3 incidents/month DNS Manager Cloud OnDemand: 3 incidents/month
Hours included	N/A
Target Response Times ***	Critical (severity 1) - 4 hours 24x7 Major (Severity 2) - 6 business hours Minor (Severity 3) - 12 business hours Cosmetic (Severity 4) - 24 business hours
Business Hours	Monday to Friday 6:00 AM - 6:00 PM (GMT)
* All upgrade and update operations can be performed by 4PSA. This support level can only be purchased independently. * Expert Support is purchased in hourly packages. **** Ticket Response Time is based on the level of severity. The following severity levels are defined: Critical issue - the affected system is down and a system reboot/restart has not fixed the issue. Major issue - the affected system is working, but there are defects affecting a large number of customers in a way that impacts their business. Minor issue - the affected system is working, but there are defects affecting a small number of customers or the defects in question do not impact their business. Cosmetic issue - the system is working, there are defects not affecting customers or no defects have been identified.

Expert Support

This support option can be purchased on a monthly subscription or à la carte. À la carte packages include a number of hours.

Service Level Agreement
Hours of Operation	24 Hours/Day, 7 Days/Week, 365 Days/Year
Length of Service	Subscription period
Product Updates/Upgrades	Yes *
Supported Products	All 4PSA Products All 4PSA Cloud OnDemand services Parallels Plesk Panel Parallels Virtuozzo Parallels Bare Metal Open-Xchange server VMware vSphere
Covered Services	General product questions (configuration, utilization, maintenance) Backup and disaster recovery Migrations Advanced troubleshooting
Remote hands	Yes
Purchased à la carte	Yes **
Method of Access	Support Zone (web-based)
Response Method	Support Zone (web-based)/Telephone
Access to Support Zone Knowledge Base	Yes
Support Zone Accounts	Maximum 10
Number of Support Requests	Hourly ***
Hours included	Based on purchase
Target Response Times ****	Critical (severity 1) - 2 hours 24x7 Major (Severity 2) - 6 hours 24x7 Minor (Severity 3) - 12 business hours Cosmetic (Severity 4) - 24 business hours
Business Hours	Monday to Friday 6:00 AM - 6:00 PM (GMT)
* All upgrade and update operations can be performed by 4PSA. This support level can only be purchased independently. * Expert Support is purchased in hourly packages. **** Ticket Response Time is based on the level of severity. The following severity levels are defined: Critical issue - the affected system is down and a system reboot/restart has not fixed the issue. Major issue - the affected system is working, but there are defects affecting a large number of customers in a way that impacts their business. Minor issue - the affected system is working, but there are defects affecting a small number of customers or the defects do not impact their business. Cosmetic issue - the system is working, there are no defects affecting the customers or no defects have been identified.

Proficient Support Packages

4PSA provides professional technical support services for more than 1,000 service providers and businesses running mission-critical infrastructures.