Zone 24/7 hotline

How to use Zone 24/7 hotline

Although all Zone services are monitored around the clock and throughout the year, in exceptional circumstances, customers can report server-related faults by phone outside normal business hours. A hotline number will be issued upon signing a Dedicated Server or Managed Cloudserver contract.

Zone provides a 24/7 hotline service for Dedicated Server, Managed Dedicated Server and Managed Cloudserver customers, exclusively for reporting faults related to the aforementioned services. To ensure an efficient service during non-working hours, please be sure to follow the instructions below when calling this number.

Guidelines for using a hotline:

Prepare the necessary information in advance:

1. Depending on the service, provide the hostname, IP address, or domain name.
2. A description of the problem – what exactly you noticed, when the problem started, its extent and other relevant details.
3. Your name and ZoneID account name.
   
   Follow the instructions below:
4. On-call technician may ask for further information or give instructions for further action.
5. The information about the failure is forwarded to a specialist in the data centre and then the on-call technician can give an estimate of the time it will take to resolve the problem.

Other Enquiries

If a request made to the hotline is not related to a critical server outage, but instead concerns general technical consulting, configuration assistance, or other service-related questions, it will be treated as paid technical work in accordance with Zone’s current price list.

The following factors apply to the hourly rate for paid technical work, depending on the time the request is made:

Tips

1. Make sure you have all the information you need before you call to make the process run smoothly.
2. Describe the problem as precisely as possible so our technical team can find a solution faster.
3. In case of a server-related fault, please check whether it has already been announced on the Zone status page.