At Egenera, we offer on-demand cloud support services for each of our Xterity systems, with 24\/7 access to Xterity Express and Xterity Premier technical support from experienced technicians who are dedicated to ensuring the ongoing availability of your cloud system.<\/span><\/p>\n Xterity is a cloud IaaS provider that\u2019s simpler to use than AWS or Azure and an excellent platform for an ISV to SaaS transition. It also can be used as a cloud backup and DR provider\u200b. To better understand our available Xterity Express and Xterity Premier support services, please refer to the matrix below.<\/span><\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div> Ticket Severity Guidelines<\/span><\/span><\/p><\/h2><\/div> Severity 1<\/span><\/strong> One or more hosted servers are unavailable or unresponsive to all users or need to be restored from backup or DR systems<\/span><\/p>\n Severity 2<\/span><\/strong> One or more hosted servers are not functioning normally or a subset of users are having a hard time accessing them.<\/span><\/p>\n Severity 3<\/span><\/strong>\u00a0Changes are needed to the configuration of one or more environments and cannot be executed via the portal. User needs assistance with restoring a files, requests for assistance troubleshooting non-cloud issues, one or more servers are having performance issues.<\/span><\/p>\n Severity 4<\/span><\/strong>\u00a0Requests for assistance with sales, professional services, or enhancements.<\/span><\/p>\n Egenera is committed to providing our customers with accessible and convenient support, DR and backup services for our Xterity Cloud Services offerings, and that includes 24\/7\/365 global technical support. Not only that, but our support services are non-automated, meaning access to real people in real-time. Contact support using our service portal at\u00a0https:\/\/portal.egenera.com<\/a>\u00a0and get the help you need right when you need it.<\/span><\/p>\n Not a current Xterity user but curious how Xterity Express or Xterity Premier can help support your growing business?<\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div>![](\"https:\/\/egenera.com\/wp-content\/uploads\/2025\/07\/x-support-cloud.jpg\" "\\"x-support-cloud\\"")
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