diff --git a/docs/about-hypernode/about-hypernode/hypernode-certification-for-agencies.md b/docs/about-hypernode/about-hypernode/hypernode-certification-for-agencies.md deleted file mode 100644 index 2295a1a1..00000000 --- a/docs/about-hypernode/about-hypernode/hypernode-certification-for-agencies.md +++ /dev/null @@ -1,70 +0,0 @@ ---- -myst: - html_meta: - description: Our Certification program assesses Magento agencies on output, security, - processes, and requires thorough knowledge of Magento. Learn more! - title: Hypernode Certification for Magento Agencies | Hypernode -redirect_from: - - /en/about/about-us/hypernode-certification-for-agencies/ ---- - - - -# Hypernode Certification for Agencies - -Hypernode Certified developers have shown that they are among the top Magento development agencies in the Benelux. They are periodically assessed by our Magento experts on output (fast and safe Magento webshops) and development processes. - -This article explains the importance of a Hypernode certification for Magento developers and online retailers and how, as a Magento development agency, you can become a Hypernode Certified Agency. - -## Our Mission - -Over 65% of the Dutch Magento agencies are currently working with Hypernode. Our custom-made platform helps Magento agencies to develop, manage and maintain high quality standards for Magento shops. - -We collaborate closely with our partners, check hundreds of shops every day and maintain a proactive role in the Magento community. Moreover, we speak to happy or slightly less happy webshop owners on a daily basis. - -This provides us with experience and a thorough understanding of what a good Magento shop should look like and what the best practices are to build and manage a good Magento shop. - -We want to use these learnings by contributing to the quality of the whole Magento development community. Our Hypernode certification ensures recognition of cutting-edge Magento agencies that stand out in the crowd, and we can help agencies on their way to certification by sharing our knowledge and experience. - -Our goal: happy and satisfied Magento users. How? - -- By challenging Magento agencies to improve their quality even more than they already do. -- By providing Magento merchants a list of the best Magento development agencies worldwide. -- By sharing best practices concerning Magento development. -- By auditing certified agencies on their output and processes, not at a specific moment in time, but periodically. This certification program is not a one-time check, but a continuous guarantee of quality. - -## Criteria and Guidelines - -A Hypernode Certified Agency delivers excellent quality when it comes to development and management of Magento webshops which will lead to happy customers. - -**The criteria for receiving the certificate are as follows:** - -- A Hypernode Certified Agency develops and manages Magento shops with outstanding performance. -- A Hypernode Certified Agency develops and manages Magento shops with the highest level of security. -- A Hypernode Certified Agency works with professional processes concerning development, deployment and management. -- A Hypernode Certified Agency has thorough knowledge of Magento. -- A Hypernode Certified Agency manages at least 5 Magento 2 stores in production on a Hypernode. - -To check if an agency meets the criteria mentioned above, we maintain standards. Two weeks before the deadline to participate in an audit we will send out these standards to interested agencies with the request to prove to us how they meet these standards. - -After receiving the Hypernode certificate, we continuously evaluate if agencies still meet the high-quality standards. This way the certification is not a one-time check, but a continuous evaluation over time. - -## Registration Procedure - -Throughout the year, Magento development agencies using the Hypernode platform can apply for Hypernode certification. If you want to qualify for this, send an email to: certification@hypernode.com. In this you indicate that you would like to participate in the next audit round and you specify a contact person in advance. - -There is an audit moment every six months. We send all interested Magento development agencies the guidelines that a Hypernode Certified development agency must meet. It is then up to the agencies to demonstrate that they comply with these guidelines. The audit is based on the input submitted and a telephone conversation for a personal explanation. - -## FAQ - -### What Is the Difference Between Hypernode Certification and Magento Certification? - -The Magento Certification is a quality mark for a Magento development agency. The Magento agency has shown that it has sufficient knowledge of Magento software to develop good shops. In contrast to the Magento certification, the Hypernode certificate is a hallmark for a complete web agency. In addition, the certification is not based on a one-time check, but a continuous evaluation over time. - -### Am I Automatically Hypernode Certified as a Hypernode Partner? - -No. The Hypernode partnership is based on a collaboration. However, no certification is linked to this. Hypernode certification means that the parties are periodically checked for output and processes. Not every Hypernode partner who works with Hypernode will be eligible for this certification. - -### Where Can I Find a List of Hypernode Certified Agencies? - -You can find them on [Hypernode.com](https://www.hypernode.com/partners/). diff --git a/docs/about-hypernode/about-hypernode/hypernode-pricing-plans.md b/docs/about-hypernode/about-hypernode/hypernode-pricing-plans.md index 04bd3259..f350a462 100644 --- a/docs/about-hypernode/about-hypernode/hypernode-pricing-plans.md +++ b/docs/about-hypernode/about-hypernode/hypernode-pricing-plans.md @@ -2,7 +2,7 @@ myst: html_meta: description: Learn about Hypernode's Managed Cloud Hosting and Managed Dedicated - Hosting and its pricing. Prices start at €109 per month. + Hosting and its pricing. title: Hypernode Pricing & Plans | Hypernode redirect_from: - /en/support/solutions/articles/48001228422-hypernode-pricing-plans/ @@ -30,7 +30,7 @@ Cloud hosting is a large group of physical servers tied together by a virtual la ### Pricing -Hypernode Cloud Hosting Plans start at € 139,- a month. The pricing is based on your needed resources and your chosen cloud provider. At Hypernode, [we offer three different providers for your cloud hosting](which-cloud-providers-do-we-use.md): Combell OpenStack (**Falcon Plans**), DigitalOcean (**Pelican Plans**), and Amazon Web Services (**Eagle Plans**). +The pricing is based on your needed resources and your chosen cloud provider. At Hypernode, [we offer two different providers for your cloud hosting](which-cloud-providers-do-we-use.md): Combell OpenStack (**Falcon Plans**) and Amazon Web Services (**Eagle Plans**). [An overview of our Cloud hosting plans can be found here.](https://www.hypernode.com/en/cloud-hosting/#plans) @@ -47,8 +47,6 @@ Dedicated servers are stand-alone servers that do not have a virtual layer on to ### Pricing -Hypernode Dedicated Hosting plans are named **Jackal** and start at € 499,- a month. The pricing is based on the resources you need. Dedicated servers are always booted with [Hetzner](https://www.hetzner.com/). +Hypernode Dedicated Hosting plans are named **Jackal**. The pricing is based on the resources you need. [An overview of our Dedicated hosting plans can be found here.](https://www.hypernode.com/en/dedicated-hosting/#pricing-table) - -[\*:Hypernode will implement a price change as of January 1, 2023. View the price list for 2023 here (PDF).](https://www.hypernode.com/wp-content/uploads/2022/12/Hypernode-Price-Overview-2023.pdf) diff --git a/docs/about-hypernode/about-hypernode/which-cloud-providers-do-we-use.md b/docs/about-hypernode/about-hypernode/which-cloud-providers-do-we-use.md index 27addcd8..24d1bc57 100644 --- a/docs/about-hypernode/about-hypernode/which-cloud-providers-do-we-use.md +++ b/docs/about-hypernode/about-hypernode/which-cloud-providers-do-we-use.md @@ -2,7 +2,7 @@ myst: html_meta: description: Hypernode uses a range of cloud providers to host its advanced hosting - platform, including Combell OpenStack, DigitalOcean, and Amazon Cloud Services. + platform, including Combell OpenStack and Amazon Cloud Services. title: Cloud Providers used by Hypernode | Hypernode redirect_from: - /en/about/about-us/which-cloud-providers-do-we-use/ @@ -26,38 +26,16 @@ If you order a trial or hosting plan (Falcon) your Hypernode will be booted in G **Advantages Combell OpenStack** -- We influence the roadmap and, therefore, have more flexibility in achieving what we want. -- Combell OpenStack provides the same uptime guarantee as DigitalOcean: 99.9% for the Falcon line. -- Just as good or even better performance than DigitalOcean +- We influence the roadmap and, therefore, have more flexibility in achieving what we want +- Combell OpenStack provides an uptime of 99.9% for the Falcon line - In the case of incidents and issues, we have direct communication lines -- Combell OpenStack uses only the latest hardware. Booting a new node is much faster compared to DigitalOcean +- Combell OpenStack uses only the latest hardware - Combell OpenStack offers Snapshots backups **Disadvantages Combell OpenStack** Combell OpenStack has only one data center in Ghent (Belgium). -### DigitalOcean - -DigitalOcean is an innovative and relatively young hosting party that focuses purely on the wishes of developers instead of end users. This works very well for us because their focus is entirely on what is essential for good stable hosting. Our Hypernode platform builds the bridge between the developer and the end user. - -We use DigitalOcean for shops that want their Hypernode to be located in a data center outside Western Europe. - -**Advantages DigitalOcean** - -- The innovative and young company -- We have good contact with their engineers to discuss our wishes -- Uptime guarantee: 99.9% for the Pelican line -- Reliable and stable infrastructure -- Unlimited IOPS (Input / Output operations per second) - -**Disadvantages DigitalOcean** - -- Less influence on roadmap compared to Combell OpenStack. We are one of many customers. -- DigitalOcean uses a mix of older and newer (faster) hardware, meaning we need to search for the best hardware when booting a Hypernode. This takes time. -- Backup creation is done differently. Backups are created on the node and transferred to a different location. Both creation and restoration take more time compared to snapshot backups. -- DigitalOcean does not use shared storage. In case of issues with a hypervisor, an email ticket needs to be submitted before an engineer takes action and reboots a hypervisor. This may cost precious time. - ### Amazon Cloud Services (AWS) All our Hypernode Eagle plans are hosted at AWS. @@ -91,9 +69,7 @@ Email support@hypernode.com and let us know your data center of choice. Your sho ### Location of Data Centers -**DigitalOcean:** London, Frankfurt, New York, San Francisco, Toronto, Bangalore, Singapore - -[**AWS:**](https://docs.aws.amazon.com/AWSEC2/latest/UserGuide/using-regions-availability-zones.html#concepts-available-regions) N. Virginia, Ohio, N. California, Oregon, Central Canada, Frankfurt, Ireland, London, Paris, Tokyo, Seoul, Osaka, Singapore, Sidney, Mumbai, São Paulo +[**AWS:**](https://docs.aws.amazon.com/AWSEC2/latest/UserGuide/using-regions-availability-zones.html#concepts-available-regions) N. Virginia, Frankfurt and Ireland ### Keep in Mind diff --git a/docs/about-hypernode/billing/_res/4tWafqDklisEwVNRFCA8VVvhf0zHkYMi1A.png b/docs/about-hypernode/billing/_res/4tWafqDklisEwVNRFCA8VVvhf0zHkYMi1A.png index f1f8520d..854f4f06 100644 Binary files a/docs/about-hypernode/billing/_res/4tWafqDklisEwVNRFCA8VVvhf0zHkYMi1A.png and b/docs/about-hypernode/billing/_res/4tWafqDklisEwVNRFCA8VVvhf0zHkYMi1A.png differ diff --git a/docs/about-hypernode/billing/_res/YqbbPnc1vfVsic4Kn0_vQRU6kipJ9FLviw.png b/docs/about-hypernode/billing/_res/YqbbPnc1vfVsic4Kn0_vQRU6kipJ9FLviw.png index 5a132d5b..8d8253a3 100644 Binary files a/docs/about-hypernode/billing/_res/YqbbPnc1vfVsic4Kn0_vQRU6kipJ9FLviw.png and b/docs/about-hypernode/billing/_res/YqbbPnc1vfVsic4Kn0_vQRU6kipJ9FLviw.png differ diff --git a/docs/about-hypernode/billing/_res/tkmbOB9hsfJ0SfLR-TNCFtKqzRNgC6bvmA.png b/docs/about-hypernode/billing/_res/tkmbOB9hsfJ0SfLR-TNCFtKqzRNgC6bvmA.png index 660fa859..488b2109 100644 Binary files a/docs/about-hypernode/billing/_res/tkmbOB9hsfJ0SfLR-TNCFtKqzRNgC6bvmA.png and b/docs/about-hypernode/billing/_res/tkmbOB9hsfJ0SfLR-TNCFtKqzRNgC6bvmA.png differ diff --git a/docs/about-hypernode/billing/how-to-choose-and-order-a-hypernode-plan.md b/docs/about-hypernode/billing/how-to-choose-and-order-a-hypernode-plan.md index e3404d7c..dd6510b3 100644 --- a/docs/about-hypernode/billing/how-to-choose-and-order-a-hypernode-plan.md +++ b/docs/about-hypernode/billing/how-to-choose-and-order-a-hypernode-plan.md @@ -23,9 +23,9 @@ An overview of all hosting plans can be found on [our website](https://www.hyper Depending on your shop’s wants and needs, we offer different Hypernode hosting plans: -- Pelican (and up) -- Falcon (and up) formerly known as Professional -- Eagle (and up) formerly known as Excellence +- Jackal (Dedicated) +- Falcon (Cloud) +- Eagle (Cloud) Each production plan has a development equivalent. A development plan is cheaper and therefore recommended when developing and testing shops before going live. A development plan can easily be upgraded to a production plan. @@ -50,7 +50,6 @@ Not sure what to order? Do not worry about ordering the wrong plan. The contract We make use of cloud providers: - Combell OpenStack: Hypernode Falcon plans, booted in Gent (Belgium) -- DigitalOcean: Hypernode Pelican plans, booted in other data centers around the world - Amazon Web Services: Hypernode Eagle plans. When you order a Hypernode, your node is by default booted in Gent (Combell OpenStack) or Frankfurt (Amazon). @@ -59,11 +58,6 @@ However, it is possible to boot a Hypernode in a different region on request. Th Please keep into account that a switch of datacenter triggers an IP change of your Hypernode. -DigitalOcean and Amazon both have data centers all over the world. - -- DigitalOcean has data centers in: Londen, Frankfurt, New York, San Fransisco, Toronto, Bangalore, Singapore -- The location of the Amazon (AWS) data centers can be found on [their website](https://docs.aws.amazon.com/AWSEC2/latest/UserGuide/using-regions-availability-zones.html#concepts-available-regions). - ## How To Order a Hypernode? You can order a Hypernode plan via our [order page](https://www.hypernode.com/magento-cloud-hosting/#plans). The Control Panel is our default panel, which means all new Hypernode plans and trials will be booted in the Control Panel. diff --git a/docs/about-hypernode/billing/how-to-up-or-downgrade-your-hypernode-plan.md b/docs/about-hypernode/billing/how-to-up-or-downgrade-your-hypernode-plan.md index c3fd71fb..d938d024 100644 --- a/docs/about-hypernode/billing/how-to-up-or-downgrade-your-hypernode-plan.md +++ b/docs/about-hypernode/billing/how-to-up-or-downgrade-your-hypernode-plan.md @@ -31,7 +31,7 @@ If you log in via [my.hypernode.com](https://auth.hypernode.com/), please use th - You'll now see an overview of your current plan on the left and the new plan on the right: ![](_res/tkmbOB9hsfJ0SfLR-TNCFtKqzRNgC6bvmA.png) - Select the desired plan and the type of environment, Development or Production. -- Select an add-on. Read more about our two SLA levels [here](../support/emergency-support-outside-office-hours.md). +- Select an add-on. Read more about our SLA levels [here](../support/emergency-support-outside-office-hours.md). - Optional: schedule the plan change for a specific date and time. - Agree with terms and conditions and click Change to this plan. Your plan will be changed immediately. (or on the scheduled date and time) - Warnings, if applicable, will be shown on the left: @@ -59,12 +59,12 @@ Up -or downgrading your hosting plan is very easy, but be aware we will automati When upgrading or downgrading a Hypernode plan, we first create a second node, migrate your shop to this new node and then remove the old one. Hypernodes have a dedicated IP, meaning the IP address of your Hypernode does not (!) change when you change a Hypernode plan. However, there are 2 exceptions. -1. Changing between Professional/Falcon, Pelican and Excellence/Eagle plans will lead to an IP change because you will change providers (e.g. Combell OpenStack to DigitalOcean to Amazon and visa versa) +1. Changing between Falcon and Eagle plans will lead to an IP change because you will change providers (e.g. Combell OpenStack to Amazon and visa versa) 1. If you request your node to be booted in a different region (datacenter) the IP address will change as well. Right before the migration is finished, we email the technical contact the new IP address. -If you think you might switch between Professional/Falcon and Excellence/Eagle plans in the future, we recommend you to move your domain(s) to Hypernode so we can handle the DNS of your domains to avoid downtime. Or, use the DNS settings as explained in [this article](../../hypernode-platform/dns/how-to-manage-your-dns-settings-for-hypernode.md). +If you think you might switch between Falcon and Eagle plans in the future, we recommend you to move your domain(s) to Hypernode so we can handle the DNS of your domains to avoid downtime. Or, use the DNS settings as explained in [this article](../../hypernode-platform/dns/how-to-manage-your-dns-settings-for-hypernode.md). Make also sure to keep a list of payment providers, firewalls, local DNS servers and other services that depend on the IP address of the Hypernode, so you can quickly change the IP address if needed. @@ -80,7 +80,7 @@ During the up- or downgrade we disable SSH and FTP access to avoid new file chan Make sure not to add product changes, upload images, or change settings in the Magento admin backend while a migration is executed. -## How an Up- or Downgrade is Managed (Grow, Professional/Falcon S-XL and Excellence/Eagle M-XL) +## How an Up- or Downgrade is Managed (Falcon S-XL and Eagle M-XL) Up- and downgrades are a fully automated process which consists of provisioning a completely new Hypernode of the specified size, copying the data from the old Hypernode to the new one and updating the DNS. To perform the data synchronisation, we first perform a pre-sync where we copy the data to the new node while the old node continues functioning. Up until this point nothing has changed from the perspective of the original machine. @@ -88,8 +88,8 @@ When the complete dataset has been synced to the new instance, we stop the servi Downtime depends on the size of the shop (the amount of data which needs to be synced) and the TTL of your DNS. -## How an Up- or Downgrade is Managed (Professional/Falcon 2XL and up, Excellence/Eagle 2XL and up) +## How an Up- or Downgrade is Managed (Falcon 2XL and up, Eagle 2XL and up) -As explained above, a shop occurs downtime when up-or downgrading (only during the second sync). Downtime may only be a couple of minutes for small shops, but a data sync in case of (very) large shops may take a while, resulting in longer downtime. For Professional/Falcon 2XL, 3XL, 4XL and 5XL plans (Combell OpenStack) and Excellence/Eagle 2XL, 3XL, 4XL and 5XL (Amazon) we have therefore implemented a very cool way of handling up -and downgrades, resulting in very little downtime. +As explained above, a shop occurs downtime when up-or downgrading (only during the second sync). Downtime may only be a couple of minutes for small shops, but a data sync in case of (very) large shops may take a while, resulting in longer downtime. For Falcon 2XL, 3XL, 4XL and 5XL plans (Combell OpenStack) and Eagle 2XL, 3XL, 4XL and 5XL (Amazon) we have therefore implemented a very cool way of handling up -and downgrades, resulting in very little downtime. Upgrades and downgrades between these plans keep the same cloud volume during x-grades instead of copying the filesystem from the old instance to the new one like before. This speeds up the data transfer step in migrations from multiple minutes (variable depending on the amount of data and rate of change on disk) to less than one minute for these specific node sizes. Details can be found in our [Hypernode Changelog](https://changelog.hypernode.com/changelog/faster-upscaling-larger-excellence-hypernodes/). diff --git a/docs/about-hypernode/billing/waarom-facturatie-vanuit-hypernode-ipv-hipex.md b/docs/about-hypernode/billing/waarom-facturatie-vanuit-hypernode-ipv-hipex.md deleted file mode 100644 index dfa27399..00000000 --- a/docs/about-hypernode/billing/waarom-facturatie-vanuit-hypernode-ipv-hipex.md +++ /dev/null @@ -1,37 +0,0 @@ ---- -myst: - html_meta: - description: Wij gaan per 1 april 2023 alle Hipex klanten factureren uit naam - van Hypernode B.V. - title: Waarom factureren jullie nu vanuit Hypernode in plaats van Hipex? ---- - -# Waarom factureren jullie vanuit Hypernode in plaats van Hipex? - -Vanaf januari 2022 hebben [Hipex en Hypernode de handen ineen geslagen.](https://www.hypernode.com/nl/blog/hypernode-en-hipex-slaan-handen-ineen/) -Als onderdeel hiervan gaan wij per 1 april alle Hipex klanten factureren uit naam van Hypernode B.V. - -# Wat verandert er precies? - -Voornamelijk dat je vanaf nu vanuit Hypernode B.V. gefactureerd wordt en dient te betalen op ons nieuwe ING rekeningnummer. -Verder verandert alleen het systeem dat de facturen uit draait en de betalingen verwerkt. -Ook ontvang je vanaf nu de facturen vanuit admin@hypernode.com in plaats van finance@hipex.io. - -# Waarom zien facturen er nu anders uit? - -Omdat we nu met een nieuw systeem werken dat gelijk is aan het facturatie systeem waar Hypernode al mee werkt. - -# Kan ik nu met automatische incasso of creditcard betalen? - -Op dit moment nog niet, maar de bedoeling is wel dat ook je hosting in de nabije toekomst zal worden overgezet naar Hypernode. -Dit geeft je dan ook toegang tot een nieuw control panel met veel features, waaronder ook de mogelijkheid om via automatische incasso -en creditcard te betalen. - -# Ik neem al diensten af bij zowel Hypernode als Hipex, kan dit nu gecombineerd worden op 1 factuur? - -Helaas nog niet, hoewel beide administraties op hetzelfde systeem blijven, houden we de administraties nog wel gescheiden. -Zodra ook je hosting wordt overgezet naar Hypernode zal alles op 1 factuur kunnen. - -# Hoe kan ik jullie bereiken voor vragen? - -Voor vragen over Hipex producten zijn wij via e-mail bereikbaar op admin@hypernode.com. diff --git a/docs/about-hypernode/support/emergency-support-outside-office-hours.md b/docs/about-hypernode/support/emergency-support-outside-office-hours.md index da5006ab..9e3e5cb0 100644 --- a/docs/about-hypernode/support/emergency-support-outside-office-hours.md +++ b/docs/about-hypernode/support/emergency-support-outside-office-hours.md @@ -47,12 +47,10 @@ Via the online form on [hypernode-emergency.com](http://hypernode-emergency.com) ## Hypernode Emergency Service Costs -If you discover a disruption that causes downtime, you have the option to report this to Hypernode 24/7. Usage of Hypernode Emergency Service outside office hours has additional fees: +Making use of the Hypernode Emergency Service is free of charge, provided the issue is caused by a Hypernode-related outage. If it turns out the disruption is not caused by Hypernode, the additional fees listed below will apply | | | | | ----------------------------------------------- | -------------------------------------------------- | ---------------- | | | **SLA Basic** | **SLA Standard** | | Costs per incident (max 1 hour) | € 200,- (ex VAT) + half year contract SLA Standard | € 100,- (ex VAT) | | After one hour you pay an additional hourly fee | € 200,- (ex VAT) | € 100,- (ex VAT) | - -**If it turns out the disruption is the result of a Hypernode outage, the above costs do not apply.** diff --git a/docs/about-hypernode/support/what-to-expect-from-hipex-support.md b/docs/about-hypernode/support/what-to-expect-from-hipex-support.md deleted file mode 100644 index 5754abb9..00000000 --- a/docs/about-hypernode/support/what-to-expect-from-hipex-support.md +++ /dev/null @@ -1,64 +0,0 @@ ---- -myst: - html_meta: - description: 'Learn how to submit support tickets to Hipex, reach the company - by phone, and report urgent issues outside of business hours. ' - title: Hipex Ticket Portal | Support | Hypernode ---- - -# Hipex ticket portal - -With collaboration between Hypernode and Hipex we will move to one support team. To provide the best service and support we have to say goodbye to some tools like Hipex Zendesk ticket system. With saying goodbye to Zendesk we will say goodbye to [support.hipex.io](https://support.hipex.io). This tool can't be used anymore because we migrate the ticket system from Hipex to Hypernode. From now on we use Hypernodes ticket system to deliver the best support of both worlds. To open up a new customer portal is in the backlog but not on any planning yet. You're more than welcome to send us a feature request via [Hypernode Uservoice](https://hypernode.uservoice.com/). - -## During office hours - -Office hours are from 9:00 AM – 6 PM CE(S)T - -### How do I submit a Hipex support ticket? - -Please use [support@hipex.io](mailto:support@hipex.io) for all your questions/problems. Always provide the following records in your ticket: - -- name of the server or your domain -- your question -- if you have a problem/issue please give us an extensive description and don't forget to mention your IP adres. - -### Can I reach Hipex by phone? - -Yes, you can during office hours you can call us at +31(0)20 521 6226. - -## Outside office hours - -It's after business hours and I have an emergency, what should I do? -An urgent matter is for example: - -- your shop is down -- customers can't place any orders - -### Step 1 Use your mail that is known in Pack and send us a ticket to spoed@hipex.io - -Don't forget to mention: - -- name of the server or your domain -- an extensive description of your problem - -Please know if you don't use the correct mail adress, your ticket won't be follow up as the system doesn't recogonize. - -### Step 2 The Request is Sent to the On Duty Hero - -As soon as you report the disruption via one of the designated channels, an alert is sent via PagerDuty to the HERO (Hypernode/Hipex Emergency Request Operative) team. One of our heroes will confirm receipt of the urgent ticket. - -### Step 3 Analysing/Solving the Disruption - -The Hero will then take action to identify and resolve the problem. -If necessary, the Hero will contact you for more information. Hypernode/Hipex expects you to be available and stay available from the moment you report the disruption. -We will periodically update you while working on the disruption, and present any solutions or workarounds for the disruption. -Solutions such as flushing cache or backup restores will always be the first route when possible. Extensive debugging will, when possible, take place during office hours the next business day. Solutions will always be implemented in consultation with you. -No rights can be derived from the solutions offered by Hypernode/Hipex. - -### Step 4 Resolving the Emergency Support Request - -Upon resolving the issue, the Hero will issue a debrief to the Support Department. If necessary, an analysis will be provided to you during office hours, to assist you/ your developer /partner to structurally solve the issue. As soon as the request is solved, the Hero will confirm this. - -## Hipex knowledge base - -Till further notice [Hipex knowledge base](https://www.hipex.io/docs/nl/) will exist. Eventually we will integrate both Hypernode and [Hipex knowledge base](https://www.hipex.io/docs/nl/) together.