TeraSwitch Support

Our dedicated support team is committed to ensuring your services run smoothly, 24/7.

Personalized Support

Team TeraSwitch

When you contact our support team, you can be certain our main priority is making sure your issue is resolved as soon as possible. Our team is both knowledgeable and flexible when it comes to working with all types of technologies.

Support Transparency

Often times issues require technical insight into the inner-workings of internal infrastructure. When working with customers, we provide comprehensive transparency into our technical operations. We’re not afraid to show our “behind the scenes” operations to our customers.

Always Available

The Teraswitch Network Operations Center closely monitors all of our infrastructure 24/7, and proactively works to fix issues. Any time you have an issue, we’re just a message away!

Convenient Contact Options

Whether you have a simple question, or you need immediate emergency assistance, our multitude of contact options will ensure you’re never left in the dark.

By Ticket

You can submit a ticket from our management portal. If you don’t yet have an account and still want to get in touch, you can also click the Help button in the bottom right hand corner to create a ticket.

By Phone

Have a time critical issue, or need to talk to a human? Our 24/7 Network Operations Center can be reached at +1 (412) 945-7045, option 2.

For sales inquiries, please call +1 (412) 945-7045, option 1.

By Email

If you prefer to contact us via email, you can do so with the following addresses:

For technical assistance, email [email protected]
For sales inquiries, please email [email protected]

Received emails will receive a response during normal business hours, Monday through Friday, 9 AM to 5:30 PM.

In Person

Come say hello! Our corporate office is located at:

1016 N. Lincoln Ave.
Suite 1
Pittsburgh, PA 15233

Service Level Agreements

Hardware SLA

Hardware replacement will be completed within 120 minutes of the problem identification. The hardware replacement commences at the time the client submits a valid support ticket and Teraswitch has confirmed the problem has occurred due to malfunctioning hardware. Any time it takes to confirm the problem and troubleshoot the server is outside the 120 minute SLA.

In the unlikelihood Teraswitch is not able to correct the malfunctioning hardware within 4 hours, we will credit the client five percent of the monthly charge per additional hour of downtime incurred (maximum limit is 100 % of the monthly charge).

Below are the services provided by Teraswitch free of charge.

  • Hardware Replacement
  • Software Firewall implementation (upon request)
  • Cross Connects Available
  • Unlimited Reboots via ticket system request
  • Access to Knowledge Base
  • Bandwidth graphs
  • 15 minutes per month Hands and Eyes Console Access (additional time will be billed at $100 per hour)

 

Network & Facility SLA

Teraswitch guarantees network uptime of 99.99%. The Teraswitch facility uses redundant Juniper elements to remove any singular point of failure. The network is multi-homed through redundant high-speed carriers which mean our clients will always be able to count on Low latency connectivity to our network. Our facility is equipped with redundant CRAC, Battery Power and Diesel Generator Power to ensure uptime in all scenarios. Teraswitch supports low overall network utilization always providing continuity during any significant internet routing issues like a DDOS or DOS attack.

Teraswitch guarantees network uptime of 99.99% excluding any scheduled maintenance.

Provided any our client occurs less than 99.99% uptime of Teraswitch’s network, a credit will be provided to the account upon request of said client. Network downtime is determined to be incapability to transmit or receive data due to the malfunction of Teraswitch’s network equipment. Teraswitch will refund a five percent credit to the determined server or account for every 60 minutes of downtime above one tenth of a percent per month. No client will be refunded credits exceeding a month’s charge per determined server or account. Downtime is determined from the moment a support ticket is opened by the determined client to the moment Teraswitch considers the problem to be resolved, excluding scheduled maintenance.