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Xterity Cloud Support Services

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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.

Xterity is a cloud IaaS provider that’s 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​. To better understand our available Xterity Express and Xterity Premier support services, please refer to the matrix below.

Ticket Severity Guidelines

  • Severity 1 – One or more hosted servers are unavailable or unresponsive to all users or need to be restored from backup or DR systems

  • Severity 2 - One or more hosted servers are not functioning normally or a subset of users are having a hard time accessing them.

  • Severity 3 – Changes 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.

  • Severity 4 – Requests for assistance with sales, professional services, or enhancements.


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 and get the help you need right when you need it.

Not a current Xterity user but curious how Xterity Express or Xterity Premier can help support your growing business? Sign up today or request a free demo!

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