Effective date: [04/18/2026] Last revision: [04/18/2026]
The purpose of this document is to outline the terms of technical support provision, including incident classification, service levels, response times, and a list of services included in each support package (hereinafter referred to as the "Support Service"). These terms complement the General Terms of Service of REDS CLOUD. In case of discrepancies, these Specific Terms take precedence. Terms capitalized are defined in this document or in the General Terms available on the REDS CLOUD website.
1. GENERAL PROVISIONS
1.1. Scope of Application
These Specific Terms define the procedure and scope of technical support provision to Clients using REDS CLOUD services (VPS/VDS, dedicated servers, corporate email, and other services). Technical support is provided exclusively within the infrastructure and services of REDS CLOUD.
1.2. Change of Support Level
The Client may change the support level at any time through the Control Panel or by request to support@reds.cloud. The new level takes effect from the next billing period.
2. INCIDENT CLASSIFICATION
To determine the priority of requests and response times, REDS CLOUD applies the following incident classification:
P1 — Critical. Complete service unavailability, data loss, inability to operate without a workaround.
P2 — High. Significant degradation of performance, partial unavailability of key functions, partial limitation of functionality.
P3 — Normal. General inquiries, consultations, requests for configuration changes.
The priority of the incident is determined by the REDS CLOUD support service based on the Client's description and an objective assessment of the impact on the service. REDS CLOUD reserves the right to review the priority of the incident during the diagnostic process.
The first response time is calculated from the moment the request is registered in the ticket system (not from the moment the Client discovers the problem). For incidents with priority P1, the Client must be available for interaction with technical support.
3. LEVELS OF TECHNICAL SUPPORT
3.1. Standard support
Communication channel: ticket system. Working hours: Monday — Friday, 09:00–18:00 (Kyiv time, UTC+2/+3).
First response time: P1 (Critical) — up to 4 hours; P2 (High) — up to 8 hours; P3 (Normal) — up to 48 hours.
Standard support includes: access to the ticket system for registering and tracking requests; access to the knowledge base and technical documentation; basic server status monitoring (uptime); support for hosting and REDS CLOUD infrastructure issues; standard recovery from backups (if available).
Standard support does not include: support on weekends and holidays; support for application software (1C, FREDO, M.E.Doc, etc.); assistance with server migration and data transfer; chat in the support line.
3.2. Premium support
Communication channel: ticket system (priority processing queue). Working hours: Monday — Saturday, 08:00–22:00 (Kyiv time).
Response time: P1 (Critical) — up to 2 hours; P2 (High) — up to 4 hours; P3 (Normal) — up to 24 hours.
In addition to Standard support, Premium support includes: priority ticket processing; extended support hours, including Saturday; server configuration consulting (without remote specialist intervention).
Premium support does not include: 24/7 support; application software support; chat in the support line; assistance with server migration; remote server administration.
3.3. Business support
Communication channel: ticket system (dedicated processing queue). Operating hours: 24/7/365.
Response time: P1 (Critical) — up to 30 minutes; P2 (High) — up to 2 hours; P3 (Normal) — up to 8 hours.
In addition to Premium support, Business support includes: round-the-clock technical support without weekends and holidays; guaranteed first response within 30 minutes for P1 priority incidents; assistance with server migration and data transfer; recommendations for server performance optimization; enhanced monitoring with custom notification thresholds; quarterly infrastructure review with recommendations.
Business support does not include: application software support (1C, FREDO, M.E.Doc, etc.); chat in the support line.
3.4. Corporate support
Communication channels: ticket system (dedicated processing queue) and chat in the support line. Operating hours: 24/7/365.
Response time: P1 (Critical) — up to 15 minutes; P2 (High) — up to 1 hour; P3 (Normal) — up to 4 hours.
In addition to Business Support, Corporate Support includes: chat in the support line as an additional channel for operational communication; support for application software: 1C, FREDO, M.E.Doc and other solutions; management of backups and recovery plans; priority escalation of incidents; custom monitoring and alerting for the Client's business processes; assistance with infrastructure planning and scaling; consultations on solution architecture.
4. CLIENT OBLIGATIONS
4.1. Correctly defining priority
The Client agrees to provide a reliable and complete description of the issue when creating a request, allowing the support service to correctly determine the priority of the incident.
4.2. Availability for interaction
In incidents with priority P1, the Client must be available for operational interaction with technical support. Lack of feedback from the Client within 2 hours may result in a decrease in the priority of the incident.
4.3. Providing access
For diagnosing and resolving incidents, the Client provides REDS CLOUD with the necessary access to the server upon request. The scope and procedure for providing access is determined by the Client independently.
5. LIMITATIONS OF LIABILITY
5.1. Support boundaries
REDS CLOUD technical support is limited exclusively to the infrastructure and services provided by REDS CLOUD. REDS CLOUD is not responsible for software installed by the Client independently, except in cases where support for application software is provided for the chosen support level (Corporate Support).
5.2. Exclusions from SLA
The response time specified in these Specific Terms does not apply in cases of: scheduled maintenance; incidents caused by the actions or inactions of the Client; DDoS attacks and other external network attacks; force majeure circumstances.
6. FINAL PROVISIONS
6.1. Amendments
REDS CLOUD may change these Specific Terms at any time. The Client will be notified by email at least 30 days before the changes take effect. If the Client does not agree with the changes, they may terminate the support service without penalty within 30 days from the date of notification (as defined in clause 14.9 of the General Terms).
6.2. Governing Law
The substantive law of Ukraine applies to these Specific Terms without regard to conflict of laws principles. All disputes are resolved in the courts of Ukraine at the location of REDS CLOUD (as defined in clause 14.16 of the General Terms).
6.3. Entire Agreement
This document, together with the General Terms, constitutes the entire agreement between the Parties regarding the technical support services of REDS CLOUD. Previous discussions or proposals are canceled and replaced by this contract.
6.4. Contacts
For any questions regarding technical support, please contact email support@reds.cloud, through the ticket system at https://my.reds.cloud/login