Support & SLA
How to get help, contact information, SLAs, ticket system usage, and escalation procedures.
Support & SLA
HUC provides multiple support channels to ensure you can get help when you need it. This page covers how to contact us, our response time commitments, and how to use the ticket system.
Contact Channels
Customer Service
| Detail | Value |
|---|---|
| Hours | Monday – Saturday, 10:00 AM – 7:00 PM IST (4:30 AM – 1:30 PM UTC) |
| Channel | Support Ticket System |
| Languages | English, Hindi (sometimes Kannada, Tamil, Malayalam) |
Data Center Support (24/7)
| Detail | Value |
|---|---|
| Phone | +91 87625 28280 |
| Hours | 24/7, 365 days |
| Requirement | Ticket Number, Support PIN, or Support One-Time Token required |
Phone support requires verification. Have your Ticket Number, Support PIN, or One-Time Token ready before calling.
Support Ticket System
The primary way to get support is through our ticket system at hostupcloud.help.
Creating a Ticket
- Log in with your HUC account credentials (SSO).
- Click New Ticket.
- Select the appropriate department and priority level.
- Provide a clear subject line and detailed description.
- Attach relevant screenshots, logs, or error messages.
- Submit and note your ticket number for reference.
Priority Levels & Response Times
| Priority | First Response | Description |
|---|---|---|
| Emergency | 15 minutes | Complete service outage, data loss risk, security breach |
| High | 1 hour | Major functionality impacted, performance severely degraded |
| Medium | 4 hours | Non-critical issue, partial functionality loss |
| Low | 24 hours | General inquiry, feature request, documentation question |
Response times are measured during business hours (Mon–Sat, 10 AM – 7 PM IST) for Customer Service. Data Center emergencies are handled 24/7.
Support PIN
Your Support PIN is a unique identifier that verifies your identity when contacting phone support.
Where to Find It
- Client Portal: Account Settings > Support PIN
- Ticket System: Profile > Support PIN
One-Time Tokens
For situations where you cannot access your Support PIN, generate a One-Time Token from the client portal. These tokens expire after a single use or within 24 hours.
Never share your Support PIN publicly. It grants access to account-level support operations including server reboots and password resets.
Management Tiers
Support scope varies by your server management tier:
| Issue Type | Unmanaged | Semi-Managed | Fully Managed |
|---|---|---|---|
| Hardware failure | Yes | Yes | Yes |
| Network connectivity | Yes | Yes | Yes |
| Power/reboot | Yes | Yes | Yes |
| OS updates/patches | No | Yes | Yes |
| Firewall config | No | Yes | Yes |
| Monitoring alerts | No | Yes | Yes |
| Application support | No | No | Yes |
| Performance tuning | No | No | Yes |
| Backup management | No | No | Yes |
SLA Summary
Uptime Guarantees
| Service | Uptime SLA |
|---|---|
| Dedicated Servers (hardware) | 99.95% |
| Bare Metal Servers | 99.95% |
| Network | 99.99% |
| Colocation (power + cooling) | 99.99% |
| Cloud Compute | 99.9% |
SLA Credit Schedule
| Actual Uptime | Credit (% of monthly fee) |
|---|---|
| 99.90% – SLA target | 5% |
| 99.00% – 99.89% | 10% |
| 95.00% – 98.99% | 25% |
| Below 95.00% | 50% |
Claiming SLA Credits
- Open a support ticket within 7 days of the incident.
- Include the affected service, time window, and business impact.
- Our team will verify against internal monitoring data.
- Approved credits are applied to your next invoice.
Escalation Procedure
If your issue is not being resolved within the expected response time:
- Reply to your ticket requesting escalation. Include the reason and urgency.
- A senior engineer or team lead will review within 2 hours.
- If still unresolved, request escalation to management via the ticket.
- For billing disputes, request escalation to the accounts team.
You can also call +91 87625 28280 and request to speak with a supervisor for urgent escalations during business hours.
Maintenance Windows
Scheduled maintenance is performed during low-traffic hours:
- Standard window: Tuesday and Thursday, 2:00 AM – 6:00 AM IST
- Advance notice: Minimum 72 hours for planned maintenance
- Emergency maintenance: Notified as soon as possible, typically within 1 hour
Maintenance notifications are sent via email and posted to status.hostupcloud.com.
Next Steps
- Submit a ticket at hostupcloud.help
- Review Security practices and incident reporting
- Read the Getting Started guide if you're new to HUC