How to reach us today
- sales@broadnetcloud.com
- Phone
- +1 866 767 7782
- Post
- 100 Matawan Road, Suite 325, Matawan, NJ 07747
A ticketing portal and a public status page are planned Planned. Until then, customers receive their support channel and escalation contacts in the hand-over document.
What your quote fixes in writing
| Term | Status |
|---|---|
| Support hours and channels | Confirmed at quote |
| Severity levels and response targets | Confirmed at quote |
| Escalation path to the supplier | Confirmed at quote |
| Maintenance notice period | Confirmed at quote |
| Service credits, if any | Confirmed at quote |
| What is in scope (unmanaged vs managed) | Confirmed at quote |
If a term is not in your quote, ask; we would rather agree it in writing than leave it to assumption.
Unmanaged and managed support
Unmanaged services (VPS, bare metal, cloud and GPU servers by default): we handle the service itself (provisioning, hardware or host faults raised with the supplier, network issues up to your server, billing and access). The operating system and everything on it are yours.
Managed services add operating-system work agreed in the quote: patching, monitoring, backups and restores, hardening and change windows. See managed hosting for an in-scope and out-of-scope table.
What to include when you ask for help
- Service name or server hostname and IP address
- What you expected and what happened, with exact error messages
- When it started (with time zone) and whether it is ongoing
- What changed recently
- What you have already tried
- How urgent it is and what is affected
Never send passwords or private keys by email. If we need access, we will agree a secure method.
Incidents and communication
When a supplier incident affects your service, we tell you what we know, what we are doing and when we will update you next, and we follow up with a written summary for significant incidents. A public status page is planned so that this is visible without asking.
Last reviewed .