Support FAQs

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What support options are available for 4Geeks users?¶

We offer two primary support channels:

• This Help & Support center.
• Enterprise Support: A premium service designed for organizations requiring critical assistance, 1-on-1 technical support, and faster response times.

What is included in Enterprise Support?¶

Enterprise Support provides unlimited 1-on-1 technical assistance for:

• Outages and defects
• Unexpected product behavior
• Product usage questions
• Billing issues
• Feature requests

What are the response times for Enterprise Support?¶

Enterprise customers receive expedited service, including a 10-minute response time for Priority 1 (P1) critical cases.

How much does Enterprise Support cost?¶

The service has a fixed base fee of $1,200 USD per month. It is a monthly subscription that auto-renews until canceled.

What are the hours of operation for support?¶

Support is available in both English and Spanish.

• Standard Hours: Monday 8:00 AM to Friday 5:00 PM (Central Standard Time / CST).
• 24/7 Support: Available exclusively for organizations whose service agreement includes 24/7 coverage.

How do I cancel my Enterprise Support subscription?¶

To contract or cancel your subscription, please contact sales directly. Note that if you cancel mid-month, you will continue to receive (and be charged for) support for the remainder of that calendar month.

Can I sign up for Enterprise Support only when I have an emergency?¶

While you can sign up at any time, 4Geeks reserves the right to refuse support to customers who frequently sign up for and then immediately cancel the service (e.g., “support hopping”). It is designed as a continuous partnership service.

• Login or signup into Console.
• Check out the changelog.
• Contact our enterprise support team.