Support and responsibilities
Understand Verone Cloud's official support channels, hours, and scope.
Use the official channels listed in the Client Area, such as tickets, email, or chat. Social media and personal messages are not official channels unless expressly announced.
Support hours
- Monday to Friday: 9am to 8pm.
- Weekends: 10am to 6pm.
- Critical infrastructure incidents may be handled outside these hours, subject to on-call staff availability.
What standard support covers
Standard support covers hardware availability, external connectivity, node or hypervisor operation, panel access, provisioning failures, contracted resources, and billing questions.
When opening a ticket, include the affected service, time and timezone, error message, the action before the issue, and evidence without passwords or tokens.
Unmanaged services
Unless the offer says otherwise, VPS and dedicated servers are self-managed. The customer manages the operating system, applications, users, firewall, updates, and internal security.
Standard support does not include code development, full system administration, database optimization, malware removal inside an instance, plugin or mod configuration, correction of a customer firewall, third-party panel installation, security consulting, or recovery without a valid backup.
Response time
A published time is a first-response objective, not a guaranteed resolution time. Resolution may depend on complexity, supplied information, external providers, or hardware replacement.
Support security
- Never send a password, private key, authentication code, or token in plain text.
- Use temporary least-privilege access when an intervention is required.
- Revoke temporary credentials after support is complete.
- Masking IP addresses and personal data in public screenshots reduces unnecessary exposure.
See section 13 of the Terms of Use for the complete contractual scope. The Portuguese document is authoritative.