All Database by Design, LLC services are self-managed by default. While Database by Design, LLC provides self-managed services, we will put forth a "best-effort" response to support requests that are out of our scope at no additional charge. If you have a problem with your service, even if it is cause by a 3rd party, ask us, we are here to help. All support is provided in-house by our North-American based technicians with intimate knowledge of your hosted environment. Support is available 24x7x365.

Standard Included Support:
Operating System Reloads (Unlimited)
Server Reboots via Support Team (Unlimited)
2-Hour Failed Hardware Replacement (SLA Backed)
Emergency Distributed Denial of Service (DDoS) Attack Filtering (Server Side Only)
Popular Control Panel Installs (cPanel, Plesk Panel, Webmin, DirectAdmin, Fantastico, ect.)
cPanel Account Migrations
Detailed Bandwidth Utilization Graphs (From Portal or Support Team)
Bandwidth Overage Protection (We will notify you when you reach 250GB of your monthly allotment - if we fail to notify you, you don't pay any overages)
All North American Based Support Staff
24 hour Email Support (primary communication channel)
Live Chat Support (supplemental communication channel)
Phone Support (emergency communication channel)

Optional Reactive Support:
Operating System Reloads (Unlimited)
Server Reboots via Support Team (Unlimited)
2-Hour Failed Hardware Replacement (SLA Backed)
Emergency Distributed Denial of Service (DDoS) Attack Filtering (Server Side Only)
Popular Control Panel Installs (cPanel, Plesk Panel, Webmin, DirectAdmin, Fantastico, ect.)
cPanel Account Migrations
Detailed Bandwidth Utilization Graphs (From Portal or Support Team)
Bandwidth Overage Protection (We will notify you when you reach 250GB of your monthly allotment - if we fail to notify you, you don't pay any overages)
All North American Based Support Staff
24 hour Email Support (primary communication channel)
Live Chat Support (supplemental communication channel)
Phone Support (emergency communication channel)

À la carte Support:
$125/hr (billed by the 1/4 hr - contact support for quote)

Typical Response Times:
Initial response (Email support): 1-15 minutes
Hold Time (Phone support): 45 seconds
Hold Time (Live Chat support): 30 seconds
Server reboot (After Authentication): 1-15 minutes
OS Reload: 30-90 minutes (Virtual), 2-12hrs (Dedicated)
Server upgrade (Hardware): 12-24hrs
Refund request: 24hrs