Included with every account
Support
Three priority levels, decided by the size of the estate you run on Provibr.
There is no support product to buy. Which level you sit at follows from how many servers you manage through the platform, and the levels are written out below in full, including what they do not cover.
- Nothing extra to buy
- Your level follows your estate
- Ticket desk inside the panel
Priority
- 0–49 servers
Low priority
For estates that are getting started. Questions are answered in queue order, after the higher levels.
- 50–99 servers
Best effort
For estates in production. Your requests move ahead of Low priority and we aim to pick them up the same working day.
- 100+ servers
High priority
For estates where downtime costs money. Your requests go to the front of the queue and anything platform-wide gets worked on immediately.
How your level is decided
We count the servers under management in your account: virtual machines, web servers, game servers and dedicated servers together. The count moves with your estate, so growing into a higher level takes no paperwork and no renegotiation.
The counts below are inclusive. Forty-nine servers is Low priority; fifty is Best effort.
What each support level includes
| What you get | Low priority0–49 servers | Best effort50–99 servers | High priority100+ servers |
|---|---|---|---|
| Queue position | After the higher levels | Ahead of Low priority | Front of the queue |
| When we pick it up | In queue order, working days | Aimed at the same working day | First, on working days |
| Platform outage affecting you | Worked on as a platform issue | Worked on as a platform issue | Worked on immediately, with updates to you |
| Help getting set up | Documentation and the panel's own instructions | Documentation, plus help with a specific integration | Walked through your first agent and integration |
| Advice on your setup | Not included | On request, where we can | Included |
| Escalation route | Same queue | Escalate a stuck request | Direct line for anything urgent |
| Included at every level | Yes, all of it | Yes, all of it | Yes, all of it |
The same for everyone
Some things are not a support level at all. They are part of the platform and they do not get better if you pay more.
- The documentation on this site, and the step-by-step instructions inside the panel
- Notifications when something needs your attention: a limit, a payment, an agent that went quiet
- A persistent activity log, so you can see what happened without asking anyone
- Signed agent updates you can roll out yourself, one agent or all of them at once
What support is not
Being honest about this now is cheaper than disappointing you later.
- 01Provibr supports Provibr. We do not administer your hypervisors, your guests or your network for you.
- 02The levels describe how we prioritise, not a contractual service level. Concrete response targets can be agreed separately, in writing.
- 03Before you buy, expect documentation and this website. Pre-sales hand-holding is not one of the levels.
Reaching us
in the panelThe support desk lives inside the panel: open a ticket under Support and the priority levels above decide how quickly we aim to send a first reply. Everything before that belongs on the contact page: questions about the company, invoicing, or a security report. It carries our email address and our registration details.
ContactStart with one host and one agent
Create an account, install the agent with a single command and connect your first Proxmox host. The trial runs for 14 days and asks for no payment details.