Business hours & response expectations

## Overview
To ensure transparency, it is important to understand when IllusionCloud’s teams are available and how quickly you can expect a response to your requests. While emergency incidents are monitored around the clock, general inquiries are handled during business hours.

## Support hours
- **24/7 emergency monitoring** – Our network operations and datacenter teams monitor critical infrastructure (power, network, hardware health) at all times. If your dedicated server or VPS experiences a major outage or hardware failure, you can raise a critical ticket and our on‑call engineers will respond promptly.
- **General support** – Sales, billing, and routine technical support tickets are processed during business hours, Monday through Friday, 09:00–17:00 (Paris time). Requests submitted outside of business hours are queued for the next working day.

## Response time expectations
The time it takes to receive a reply depends on the nature and urgency of your request:
- **Critical incidents (server offline, network down, hardware failure)** – initial response within 1 hour, resolution as soon as possible depending on parts availability and complexity.
- **High‑priority issues (degraded performance, security concerns)** – response within 2–4 hours during business hours.
- **General inquiries (configuration changes, billing questions, advice)** – response within 1 business day.
- **Bulk requests or complex migrations** – our team will acknowledge your request within 1 business day and provide an estimated timeline based on workload and scope.

These targets are guidelines and not contractual SLAs, but we aim to meet or exceed them.

## Tips for faster resolution
- **Choose the correct priority** when submitting a ticket. Mark critical incidents accurately to ensure they receive immediate attention.
- **Provide all relevant details** – include server identifiers, IP addresses, a clear description of the issue, steps to reproduce, and any troubleshooting already performed.
- **Be available for follow‑up** – our engineers may need additional information. Monitor your email or ticket portal for updates.

## Holidays and scheduled maintenance
IllusionCloud observes major French and EU holidays. Reduced staffing on these days may increase response times for non‑critical tickets. We schedule maintenance during off‑peak hours whenever possible and announce it in advance via our status page or email.

By understanding our business hours and response expectations, you can plan your operations accordingly and know what to expect when you need help.