Technical Support Overview

Smart Servers Technical Support

Unlike other providers Smart Servers does not employ any inexperienced first level support personnel. All technical support is handled by engineers who have the experience and expertise to quickly resolve your issue.

Smart Servers technical support is available 24 hours a day, 7 days a week. If you have a technical support related question that has not been answered in the Smart Servers FAQs or Knowledge Base or related documentation for your server operating system or control panel or if you require technical support advice or assistance with any matter related to your service you can contact support via email at support@smartservers.com or complete and submit our online contact form.

General and non-urgent queries and issues are usually answered or attended to within 1 to 6 hours depending on the nature of the issue. However if you have a genuinely urgent matter or issue such as a "server down" incident you can expect immediate response and support from a Smart Servers engineer within 5-10 minutes on a 24/7/365 basis.

Proactive Server and Network Monitoring

All servers and associated systems are automatically monitored for connectivity and active services on a continual basis. Server and network monitoring software notifies our technical support people via SMS if a problem is detected or if a request for urgent assistance from a customer is received and response time for genuinely urgent issues is usually within 5-10 minutes on a 24/7/365 basis.

Managed Backups and Multi Level Backup Archiving

All of the data on all Virtual Private Servers, Dedicated Smart Servers, and Virtual Data Centers is fully backed up on at least a weekly basis with the backup service for all Virtual Private Servers carried out on a daily basis. This service is included at no charge however if additional levels of backups are required either fully managed daily backups or self-backup storage space are available. Please contact sales for further information.

Virtual Private Server Support Policy

Smart Servers were the original developers of Virtual Private Servers based on FreeBSD in 1997. The FreeBSD operating system, a Unix based operating system similar to Linux, is the default operating system on all Smart Servers VPS servers.

Smart Servers handles all issues related to the network and server hardware aspect of the VPS service including the proactive monitoring of critical systems associated with your VPS. Our technical support will respond and deal with any hardware or network related issues within a 30 minute time frame as per the provisions outlined in our 100% Uptime SLA.

The Smart Servers VPS servers are a semi-managed service whereby our technical support, programming and software development departments handle the upgrades of all of the core operating system software such as Apache/PHP, MySQL, Sendmail etc at no extra charge as part of the service. These software and operating system upgrades and necessary security fixes and patches are carried out on a regular basis.

If you choose Linux as your VPS operating system you will be responsible for all core software updates and upgrades, which can usually be carried out automatically if you have control panel software such as cPanel or Plesk installed or otherwise via the command line using the "apt-get" or "yum update" command depending on the Linux distribution. All Linux based VPS servers are automatically backed up on a weekly basis however if additional levels of backups are required either fully managed daily backups or self-backup storage space are available. Please contact sales for further information.

Third party software and script installation and debugging is not included as part of the usual VPS server support however a Level 2 Managed Technical Support service is available if you need assistance with these matters. Please contact sales for further information on Managed Technical Support options.

Dedicated Smart Server Support Policy

Smart Servers handles all issues related to the network and server hardware aspect of the service including the proactive monitoring of your server for connectivity and active services. Our technical support will respond to and deal with any hardware or network related issues within a 30 minute time frame as per the provisions outlined in our 100% Uptime SLA.

All of the data on all Dedicated Smart Servers is fully mirrored and backed up on a weekly basis. This service is included at no charge however if additional levels of backups are required either fully managed automatic daily backups or self-backup storage space are available. Please contact sales for further information.

Third party software and script installation and debugging is not included as part of the usual dedicated server support service however a Level 2 Managed Technical Support service is available if you need assistance with these matters. Please contact sales for further information on Managed Technical Support options.

Virtual Data Center Support Policy

Smart Servers handles all issues related to the network and server hardware aspect of the VDC service including the proactive monitoring of critical systems associated with your VDC. Our technical support will respond and deal with any hardware or network related issues within a 30 minute time frame as per the provisions outlined in our 100% uptime SLA.

All of the data on all Virtual Data Centers is fully mirrored and snapshot backups are made of all VDC data on a daily basis. This service is included at no charge however if additional levels of backups are required either fully managed automatic daily backups or self backup storage space are available for any Virtual Machines hosted in your VDC environment. Please contact sales for further information.

Third party software and script installation and debugging is not included as part of the regular VDC service however a Level 2 Managed Technical Support service is available if you need assistance with these matters. Please contact sales for further information on Managed Technical Support options.


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