Support Policy

This policy describes the standard support included with every Green Mini host (GMH) dedicated Mac hosting and colocation service: how to reach us, what you can do yourself, what we do for you, and when costs apply. Where your agreement with us says otherwise, your agreement applies.

These are our default support terms. If your work depends on a fast response, we offer a service level agreement (SLA) with guaranteed response times and priority handling. Contact us to discuss the options, and include your requirements.

At a glance

Contacting support

All support requests go through the customer portal or email. Both arrive in the same system, which keeps every request in one place, and gives everyone a clear record of what was asked and done.

Requests can be made by the team members registered on your account. You can manage these contacts yourself in the portal. Please keep them up to date, so we know who may request work on your behalf.

To help us act quickly, please include:

• Which Mac or service is affected (hostname, IP address or service ID)

• What you see, since when, and what happened just before

• What you have already tried

• What you would like us to do, as specific as possible

What you can do yourself

Many issues can be solved without waiting for us. You can reboot or power cycle your Mac at any time, through the customer portal or our API. This is free and takes effect immediately.

You can check our status page for known incidents and planned maintenance.

If your Mac does not respond, we recommend trying a power cycle first. It is often the fastest way back online. If that does not help, send us a request through the portal.

Who takes care of what

We look after the data center your Macs run in and, for Mac hosting, the Mac hardware itself. What runs on them is yours to manage.

We are happy to help with basic tasks such as reinstalling macOS, and with basic troubleshooting through remote support. We do not configure or maintain your software or applications.

Remote hands

When something needs a physical hand in the data center, our staff can do it for you. This is called remote hands. Examples:

• Power cycling a Mac that does not respond to a power cycle through the portal

• Checking or reseating network and power cables

• Performing basic commands to recover network access (e.g. disabling a firewall)

• Connecting a display, keyboard or KVM to see what is on screen

• Reinstalling macOS, resetting a password

• Installing spare hardware or parts you have stored with us (colocation)

We carry out remote hands on your instructions. We have no login access to your Mac. If a task requires logging in, give us a temporary account or password and change it once we are done.

Larger jobs, such as migrations, are not part of remote hands. We quote these separately.

Remote support

Some problems can be solved without a visit to the data center, for example when you can still log in to the Mac. In that case our engineers can help with basic troubleshooting remotely.

Support during business hours

Our business hours are Monday to Friday, 09:00 to 17:00 CET/CEST, excluding Dutch public holidays.

During business hours, remote hands are included in your service at no extra cost. We provide this on a best effort basis: our target is to handle your request the same or the next business day.

Customers with an SLA are handled first. Other requests are planned by our team, taking urgency and impact into account.

Free remote hands are intended for occasional incidents. If a Mac regularly needs our help, we may contact you to look for the underlying cause together. If requests keep coming, we may charge them at our regular rate.

Support outside business hours

Outside business hours, our office is closed, but help is still available for urgent issues. Because this means calling in an engineer, out of hours work is charged.

Requesting out of hours support

Submit your request through the customer portal by escalating the support ticket. By submitting an out of hours request, you agree to the rates in this policy.

We do our best to help as soon as possible, but there is no guaranteed response time outside business hours unless your SLA includes one. In rare cases, and depending on the complexity of the work, we may need to postpone the work to the next business day.

Rates

How charges work

The charge covers calling out an engineer and the time spent on your request. It does not depend on the outcome:

• A short task, such as pressing the power button, is charged at the 1 hour minimum.

• If the work you requested does not solve the problem, the time spent is still charged.

• If you cancel the request after an engineer has been called in, the 1 hour minimum applies.

Failures on our side, such as in our network, power or cooling, are never charged.

Hardware failure

Mac hosting

If a Mac we provide fails, we replace it at no cost. We aim to give you a replacement that matches the original specification as closely as possible.

We cannot guarantee that the exact same model and configuration is always available, or that a replacement can be done immediately. Where needed, we provide a temporary Mac so you can continue working, and switch you to a permanent replacement later. A replacement may differ from the original in model, generation, chip, memory or storage.

Replacements are done during business hours. The hardware is always free, but if you want the replacement done outside business hours, the out of hours rates apply to the callout.

Colocation

With colocation, the hardware is yours, and so are the costs of repair or replacement. To keep downtime short, we recommend storing a spare Mac or spare parts with us. We can then swap them in for you as remote hands: free during business hours, and at the out of hours rates outside business hours.

Your data

We cannot guarantee that data can be recovered from failed hardware. Please make sure you have backups of everything you need.

If we provide a temporary Mac, moving your data to it, and later to the permanent replacement, is your responsibility.

Planned maintenance

We do not work with a fixed maintenance window. We announce planned maintenance in advance on our status page and via email, and schedule it to limit the impact on your services where we can.

Billing

Out of hours work and any paid remote hands are invoiced transparently. We may ask for payment in advance for on-call requests. All rates exclude VAT, which is added where applicable.