Support Levels & Scope of Responsibility

Tilaa is primarily an Unmanaged IaaS (Infrastructure as a Service) provider. This means we provide the virtual hardware and network connectivity, while you retain full control and responsibility over the software running inside your server.

To clarify where our responsibility ends and yours begins, we define 5 layers of the hosting stack.

The 5 Layers of Hosting

1. Platform Layer (Hardware & Network): Connectivity, power, physical hypervisors, and the virtualization software (KVM).
2. Operating System Layer: The OS itself (Windows, Linux, BSD), including updates and kernel patching.
3. Basic Software Layer: Services like web servers (Apache/Nginx), databases (MySQL), and mail servers.
4. Application Layer: Your specific code, websites, scripts, and CMS (WordPress, Magento, etc.).
5. Redundancy Layer: High-availability software setups (Load balancers, Failover clusters) running inside the VPSs.

What support is included?

24/7 Platform Support (Default)

Layer 1 (Platform) is fully managed by Tilaa. We monitor our infrastructure 24/7/365.

• Guarantee: If a physical host fails, a network switch malfunctions, or the storage cluster has issues, our on-call engineers will fix it immediately, day or night.
• Action required: None. You do not need to pay extra for this; it is included in your VPS price.

Best Effort Support (Office Hours)

For Layers 2 and 3 (OS & Basic Software), our support desk offers "Best Effort" assistance during business hours.

• We are happy to point you in the right direction, provide documentation, or help troubleshoot connectivity issues.
• However, we do not log in to your server to fix configurations, install software, or debug code.

Responsibility Matrix

Here is a quick overview of who is responsible for what: