At Monarx, we are committed to providing our partners with high-quality technical assistance to ensure your servers remain secure and performant. To help manage expectations and provide the best service possible, please review our standard support guidelines below.
Standard Support Hours
Our technical support team is available during USA Business Hours, operating:
Monday through Friday
Excluding US Public Holidays
While our automated systems and cloud-based protection operate 24/7/365 to keep your servers safe, human-led technical inquiries are addressed during these windows.
💡 After-Hours Requests: Any support request submitted outside of our standard business hours (including weekends and holidays) will be received and queued for review. These tickets will be handled starting the next available business day.
Expected Response Times
We strive to address all inquiries as quickly as possible. Please allow for a one (1) business day response time for standard support tickets.
Service Level Agreements (SLA): If your organization has a specific contract or partnership agreement with Monarx that defines a different SLA, those contractual response times will take precedence over our standard 1-day window.
Need Enhanced Support?
We understand that some hosting environments require more intensive coverage. If your business needs exceed our standard support hours or response times:
Contact Customer Success: Please reach out to our Customer Success Team to discuss your specific requirements.
Reviewing Options: Our team can review your current setup and explore options to better align our support with your operational needs.
Extended Support: Note that extended support windows or prioritized response times may be available upon request and may involve a contract adjustment.