Basic VM support

Hello,

We'd like to inform you about a change in our support terms for Basic VM. The service itself will continue to operate as before without any changes from a functional perspective. However, we are updating the terms of its support.

Starting from today (13 February 2025), we have revised the support process. From now on, we will provide 24/7 support, but only for issues caused by Gcore. This includes:

• issues such as mass or individual outages;
• system failure, caused by Gcore, for example if you can't turn or reboot on your VM.

However, general assistance, consultations, and help with settings, such as Server Administration (SA) and connection guidance, are out of our scope. For these types of queries, please refer to our documentation.

Additionally, please note that support will only be provided via email or tickets. Unfortunately, we will no longer offer support through chats or calls for the service related inquiries.

We apologise for any inconvenience this may cause. Thank you, and please let us know if you have any questions.