That is the target on free Standard support, with 2 hours for everything else. Tickets and email are staffed 24/7/365 in English and Hindi, and every reply comes from an engineer who can log in to the platform and fix the problem.
There's no first-line call centre in front of the engineers. Pick whichever channel suits the problem; a ticket is best for anything technical because it keeps the whole history in one thread.
Reporting abuse or a vulnerability? Spam, phishing or malware from a VirtualCloud server goes to abuse@virtualcloud.in or the abuse form. Security issues in our own systems go to security@virtualcloud.in; see security & trust.
Standard support comes with every product at no cost. Priority and Managed are for businesses where an hour of downtime is expensive and someone needs to know the setup already.
For every customer, on every product, from day one.
No sign-up needed
Open a ticketFor businesses that can't wait in line. Covers every service on one client account.
+ 18% GST · whole account
Choose PriorityWe look after the server with you, with an engineer who knows it.
+ 18% GST · per server
Choose ManagedPrices are per month and exclude 18% GST. Response targets are the same on every plan; Priority and Managed tickets are answered first. Looking for OS management on a single VPS? The Fully managed add-on is ₹999/mo.
The engineers and the targets are the same for everyone, so the Priority and Managed support prices pay for something else. What you buy with Priority is position in the queue; with Managed, someone who already knows your server.
| What you get | StandardIncluded | Priority₹1,499/mo | Managed₹4,999/mo per server |
|---|---|---|---|
| Response | |||
| Tickets and email | 24/7/365 | 24/7/365 | 24/7/365 |
| First response: critical | 30 min | 30 min, answered first | 30 min, answered first |
| First response: high, normal, low | 2 h | 2 h, answered first | 2 h, answered first |
| Place in the queue | By severity, then time | Ahead of Standard | Ahead of Standard |
| Critical tickets | Shift lead on request | Shift lead from the start | Shift lead and your named engineer |
| Languages | English, Hindi | English, Hindi | English, Hindi |
| People | |||
| Named lead engineer | Not included | Not included | Included |
| Onboarding call | Not included | Not included | Included |
| Monthly health report | Not included | Not included | Included |
| Hands-on work | |||
| Platform, panel, DNS, email, SSL | Included | Included | Included |
| Monitoring | Our platform and network | Our platform and network | Also your server, with alerts we act on |
| OS and security patching on a VPS | You, or the Fully managed add-on | You, or the Fully managed add-on | Done for you in agreed windows |
| Migration to VirtualCloud | Free on hosting and VPS | Free on hosting and VPS | Free, plus post-move checks |
| Price | ₹0 | ₹1,499/mo + GST | ₹4,999/mo + GST |
| Covers | Every product | Every service on one account | One VPS or dedicated server |
Scroll the table sideways to compare all three plans.
Critical tickets carry a 30-minute first-response target; high, normal and low carry 2 hours. You pick the severity when you open a ticket, and if it's clearly more or less urgent than chosen, the engineer changes it and tells you why.
Your site, store, mailbox or server is unreachable for all visitors, or there's an active security problem.
For exampleEvery page returns a 500 or 503 error · VPS won't boot · site defaced or redirecting to spam
The service is up, but something your business depends on has stopped working.
For exampleEmail can't be sent · checkout fails · SSL certificate expired · one site down on a reseller account
Something is slow, odd or only affects part of the service, or you need help doing something.
For exampleChange the PHP version · restore one file · set up SPF and DKIM · slow admin area
Nothing is broken; you want an opinion, a plan or a new feature.
For exampleWhich plan fits a new project · a feature request · planning a move to a VPS
Your code, themes and content are yours to fix, but when they break we'll still find the cause and tell you what we found.
We'll still point you in the right direction. If a plugin update broke your site, we'll find which one, show you the error and help you roll back from a backup, even though fixing the plugin is up to its developer.
Worth including
We will never ask for your password, not in a ticket, by email or on a call. If someone claiming to be VirtualCloud asks for it, don't reply; forward the message to abuse@virtualcloud.in.
Reply in the ticket and ask for an escalation at any time. You don't need a reason, and it never resets the ticket or your place in the queue.
Owns your ticket from the first reply until it's fixed, and pulls in network, storage or hardware specialists when needed.
Reviews every critical ticket that isn't moving and every escalation request, and can reassign or add engineers straight away.
For anything you're unhappy with: how a ticket was handled, a missed target, or a decision that needs someone senior.
Uptime credits are claimed under the SLA. Formal complaints go to our grievance officer.
English and HindiWrite in either language, in tickets and email. Replies come in the language you used.
Holidays includedTickets and email are staffed 24/7/365, including Diwali, Holi, Eid, Christmas and national holidays.
Incidents in publicWhen something affects many customers, the status page is updated first so you don't have to ask.
Still not sure which plan you need? Open a ticket and an engineer will look at your setup and tell you honestly.
Yes. Standard support comes free with every product, from a ₹79 hosting plan to a dedicated server: tickets and email around the clock, every day of the year, with a 30-minute first-response target for critical issues and 2 hours for everything else. Priority and Managed are optional extras.
The first-response target is how soon an engineer replies after looking at your problem; it's never an automatic acknowledgement. How long a fix takes depends on the problem. On critical tickets we keep posting updates until it's resolved, and network or hardware incidents are also covered by our uptime SLA.
Your tickets are answered before Standard tickets of the same severity, and critical tickets go to the shift lead from the start instead of on request. One Priority plan at ₹1,499/mo + GST covers every service on your client account: hosting, email, domains and servers.
The Fully managed add-on (₹999/mo on a VPS, ₹2,999/mo on a dedicated server) means our engineers look after the operating system and software stack. Managed support (₹4,999/mo per server) adds how you work with us: a named lead engineer, front-of-queue tickets, an onboarding call, a monthly health report and OS patching in maintenance windows agreed with you.
Custom code, themes and third-party plugins are outside our scope, but we won't just say no. We'll find what's failing, show you the error, and help you roll back from a backup or switch PHP versions so the site works while you or your developer fix the cause.
No, and we will never ask for it. If an engineer needs to work inside your hosting account, they ask for your go-ahead in the ticket and use our own access to the platform. On a self-managed VPS we can give you an SSH key to add for the job and remove afterwards.
Invoices, renewals and domain transfers are the questions we get most often outside of technical tickets.
Browse all 16 guidesOpen a ticket at any hour. Our first-response targets are 30 minutes for critical issues and 2 hours for everything else, weekends and holidays included.
How can we help?
Engineers answer tickets and email 24/7/365.
Pre-sales question?Contact salessales@virtualcloud.in