How long have you been in business?

Server Surgeon has been in business since 2005.

Is your support 24/7/365?

Yes, we have been providing dependable 24/7/365 Linux server support since 2005.

How many years of experience do your technicians have?

Every system administrator at Server Surgeon has at least eight years’ experience in Linux system administration specializing in the web hosting industry.  We do not hire junior administrators.

What is the average ticket response time and average ticket resolution time?

Standard tickets are responded to within 10 to 30 minutes often faster, depending on the current ticket volume; urgent tickets are answered within 5 to 10 minutes.

Is my information kept secure?

Yes.  All protected data such as logins and passwords you provide to us using the sensitive data fields in our ticketing system will be automatically deleted from our system within 24 hours of us closing the ticket. The logins and password data we send to you are also subject to this deletion. Additionally, our production system is contained within our locked rack in the PhoenixNAP datacenter and all login access to it is blocked except traffic from our own internal network.  You can also change any of the passwords you provide to us after the initial management setup is complete.

What happens after I signup?

You will receive an email from our company requesting that you access our ticket system and provide us the login information to your server(s), a list of those in your company authorized to communicate with us on your behalf, a list of emergency contacts we may call during a server emergency, and your hosting providers support access details in case we need to reboot your server or troubleshoot a networking, power or hardware issue.

Do you backup my server as part of the server management?

No. You can purchase our Linux Server Backup when ordering your server management service, though.

Are there any additional fees or setup charges?

No, there are never any additional charges for our support.  You may opt-in to buy our Linux Server Backup, which is extra.

What is your refund policy?

We provide a 30-day money-back guarantee on all our services.

Is there any fixed term contract?

Due to the time involved in setting up server management, we do ask that customers stay at least three months after ordering.  Nonetheless, you can still cancel at any time. Most customers stay indefinitely. If you only need one-time support for an issue or server setup, please contact our sales department for a quote.

Do you limit the hours of support per month a customer can use?

No, there are no ticket limits. Customers coming to us with significant issues often use much more time in their first month; however, there is never an extra charge.