SLA & Support Commitment
This document describes what you can expect from SwarmRacks in terms of response times, monitoring, and operational standards for managed services. Last updated: April 2026.
Response Time Targets
Response time means the time from your ticket submission to a substantive first reply from the operator team. These are targets, not hard SLA guarantees — we work hard to meet them and communicate clearly when circumstances affect response.
Service is completely down or inaccessible
Severe performance degradation or partial outage
Non-critical issue affecting service quality
General questions, configuration requests, improvements
Operating Standards
Uptime Monitoring
All managed services are monitored continuously with automated checks. Alerts are escalated to the operator team — not a helpdesk script.
Patch Management
OS-level updates and security patches are applied on a scheduled basis for managed plans. Critical security patches are applied promptly.
Backup Jobs
Automated backup jobs run on schedule for managed plans. Restore testing is performed periodically to validate backup integrity.
Incident Communication
For Critical and High incidents, we provide status updates throughout the event. You will not be left waiting without acknowledgment.
What Is Not Covered
Issues caused by customer-installed software, configurations, or modifications not managed by SwarmRacks.
Service degradation caused by events outside our network (upstream providers, DDoS attacks, force majeure).
Issues on self-managed or unmanaged plan tiers where monitoring and administration scope are not included.
Data loss caused by customer actions (accidental deletion, misconfiguration) where backups were not enabled or not restored in time.
How to Open a Support Ticket
All support tickets are submitted through the client portal. Log into your account and open a ticket from the Support section. Include your server hostname, a description of the issue, and any relevant logs or error messages.
For billing questions or account access issues, contact us at support@swarmracks.com.
Questions Before You Buy?
We're happy to clarify managed service scope, response expectations, or anything else before you commit.