NetFire provides comprehensive support services as part of every Public Cloud service subscription. Support levels are aligned with business impact, distinguishing between Standard and Emergency Requests:

Each NetFire Cloud customer is assigned a Dedicated Technical Account Manager (TAM) who acts as a strategic liaison between your team and NetFire’s engineering staff. The TAM facilitates onboarding, helps resolve escalations, and ensures long-term service continuity.

Cloud support services are billed as a flat-rate surcharge equal to 25% of your total monthly Cloud infrastructure spend. This includes compute, memory, storage, and network services provisioned under the NetFire Public Cloud. The surcharge covers all response types, the Dedicated TAM, and the service features listed above.

Important: As of June 2025, all NetFire Public Cloud services require emergency-ready coverage. Premium-level support is automatically included to ensure 24/7 continuity, enforceable SLAs, and alignment with modern reliability expectations.

• Custom monitoring checks for customer-specific applications
• Advanced or non-standard system optimization work, billed at $180/hour

• 24/7 emergency incident response for infrastructure-impacting issues
• Real-time host monitoring (uptime, resource usage, performance)
• Twice-monthly OS patching for Windows and Linux (excludes major upgrades)
• Firewall configuration and rule management in collaboration with the customer
• Guidance on cloud hardening and security best practices
• Active Directory group policy management assistance
• VM template creation and management
• Support for standard Unix and Windows system administration tasks
• Performance troubleshooting and resource optimization recommendations