Our Approach

Support & Service

Lunavi offers industry-leading customer support and service for every client engagement. Our standard support services offer significant value to keep your essential apps and services running smoothly, while our Hear from a Human promise means you'll never wait on a ticket response.
Let's Talk

Support & Service

Lunavi offers industry-leading customer support and service for every client engagement. Our standard support services offer significant value to keep your essential apps and services running smoothly, while our Hear from a Human promise means you'll never wait on a ticket response.
Let's Talk
Experience Above All Else

Hear From a Human Support

Every team member at Lunavi is focused on the customer experience above all else. You can expect exceptional customer service in every interaction, with real dedication to the well-being of your team and your business.

When it comes to technical support, our 24/7 Global Service Center is ready to provide phone or e-mail support to every client, for any service, at any time. We guarantee you'll hear back from a real person within 15 minutes or less.

For many hosted services, Lunavi's complimentary support represents a significant value over premium paid support from the competition.

Looking for Customer Support?

Visit the Customer Support page to learn how to open a ticket by phone, e-mail, or customer portal.

What Does Hear from a Human Mean?

You can say goodbye to long periods spent waiting for a response to your e-mail or ticket. The Global Service Center will help pinpoint your problems and fix any potential underlying infrastructure issues.

Every customer receives a 15 Minute Response Time SLA, guaranteed and free of charge. Other cloud providers and data centers charge hundreds or thousands per month for a comparable response time.

Complimentary support covers:

• Troubleshooting for virtual data centers, virtual machines, and supported firewalls

• Configuration and setup of virtual data centers

Hear from a Human Support

Additional fees or a Managed Service contract may be required for:

• Problem resolution for virtual machines

• Virtual machine set up and configuration

• Physical server installation, set up, or configuration for hybrid cloud deployments

• Third party firewall or load balancer troubleshooting, configuration, or set up

It has been rare that we’ve needed to call in for assistance, but every time we have, the response has been handled promptly and smoothly.
Casey Mullins, Systems Administrator

Standard Support Services

We are dedicated to uptime and customer service. Every client installation includes a range of standard services at no additional cost to help ensure the setup, maintenance, and daily operation of your infrastructure is quick and easy.

  • Customer Portal
  • Monitoring Tools
  • 24/7/365 Support
  • Access via phone, e-mail, or portal
  • 15-Minute Response Time
  • Documented Routine Processes
  • Limited Colocation Services (remote hands, rebooting, etc)

Customer Portal

With the customer portal, you have direct access to a wide range of online tools to keep your systems operating at high performance levels. These tools include real-time systems bandwidth statistics, service ticket management, resource provisioning, and billing management.

Monitoring Tools

Cloud and colocation services include robust, complimentary monitoring systems to keep an eye on servers, applications, network connections, databases, storage, and more. These scalable tools track all compute resources to help you avoid overprovisioning, stretching your budget, and malicious activity.

Large cloud providers charge a premium for cloud monitoring tools and customer service. You will gain greater insight into your environment and costs with the added advantage of 24/7 live service—included in every contract.

You can monitor performance and availability by measuring:

  • Power Status
  • CPU Usage
  • Memory Usage
  • Network Usage

With customizable dashboards, alerts, and reports, your critical performance statistics are delivered where and when you need them. Track SLA coverage and service level objectives or integrate your existing tools with a powerful API all from one central hub.

Service Manager and 24/7/365 Support

Highly qualified technicians are immediately available any time you need assistance. Every account is also managed by a dedicated client services manager, who assists with:

  • “White Glove” ordering process
  • Standard service intervals
  • Implementation planning
  • Data migration support
  • Locating additional products and services to improve your infrastructure
  • Single point of contact for support and service related issues

End-to-End Documentation

Lunavi documents all routine processes for reference, troubleshooting, and support. You will have unique Standard Operating Procedures and routine maintenance needs. If it can be clearly defined and documented, it can be successfully executed. Custom procedures define how and where alerts and other communications are sent.

Some managed routine processes include:

  • Issue escalation
  • Receiving packages
  • Server reboots
  • Disk replacements

The Lunavi Difference

A Partner, Not Just a Vendor

Clients trust Lunavi to help navigate complex technology problems because we care about your team and growth.

Anywhere Along Your IT Journey

Lunavi is uniquely prepared to guide you at any stage of digital transformation, from data center to DevOps.

Committed to Community

From industry meet-ups to green energy generation, we invest in our employees, communities, and planet.