Emergency Server Support After Office Hours

Service Direction / Scope
Service Transparency
Definition of Emergency Server Support (After Office Hours)
What Qualifies as Emergency
What Does Not Qualify as Emergency
How to Request Emergency Support (Step-by-Step)
Common Mistakes
Responsibility Breakdown
Support Information
FAQ
Summary
Use Case Examples

1. Service Direction / Scope

This article outlines iCoreHosting’s emergency server support procedure after office hours. It explains what qualifies as an emergency, how to request support, and what responsibilities fall under iCoreHosting versus the client.

Our goal is to protect service uptime, maintain infrastructure stability, and ensure urgent cases receive accurate and timely responses.

2. Service Transparency

Emergency support is available 24/7, including weekends and public holidays.
Only infrastructure-level emergencies are handled after office hours.
Our datacenter team monitors the main network infrastructure 24/7 (switches, routers, uplinks, cross-connects, backbone routing).
iCoreHosting does not monitor individual servers (VPS, dedicated, colocation). All server-level monitoring is the client’s responsibility unless subscribed to a managed plan.
Non-critical matters are handled during office hours: Monday–Friday, 9 AM – 5 PM (GMT+8).
First phone call will not activate emergency support to avoid false alarms.
Second phone call within a short interval confirms the incident as emergency and activates the on-duty engineer.

3. Definition of Emergency Server Support (After Office Hours)

Emergency Server Support refers to critical, infrastructure-level failures that occur after office hours and require immediate intervention to prevent downtime, data loss, or major service disruption.

An issue only qualifies as an emergency if it affects:

Server availability
Hardware health
Network stability
Security or service-wide continuity

4. What Qualifies as Emergency

4.1 Server Availability Failure

Server completely offline
No SSH / RDP access
Boot failure or stuck in rescue mode

4.2 Hardware-Level Failure

RAID disk failure or degradation
CPU or RAM failure
Power trip or PSU malfunction

4.3 Network-Level Interruption

Loss of routing or connectivity
Critical packet loss
Datacenter uplink or downlink-related outages

4.4 Major Security Incident

Active DDoS impacting server availability
System compromise affecting stability
Malicious traffic causing service disruption

4.5 Service-Wide Disruption

Multiple users affected simultaneously
Mission-critical business interruption
Infrastructure-level threat requiring immediate action

5. What Does Not Qualify as Emergency

The following issues will only be handled during office hours:

DNS updates or changes
Email issues (non-server-level)
Website errors (WordPress, Joomla, plugins, themes)
Domain renewal, registration, transfers
Billing or payment updates
Hosting plan upgrade/downgrade
PHP / SSL configuration changes
Backup restoration
File recovery (unless emergency)
Server migration (unless pre-arranged)

6. How to Request Emergency Support (Step-by-Step)

Step 1 — Send Email

Email [email protected] with:

Domain / Service ID / IP Address
Issue description
Troubleshooting already attempted
Screenshots or logs (if available)

Step 2 — Call the Emergency Hotline

First Call: Logged but will not activate emergency response (avoids false alarms).
Second Call: Confirms urgency and activates the emergency engineer on standby.

This two-call system ensures only genuine emergencies trigger after-hours engagement.

7. Common Mistakes

Expecting WhatsApp responses for non-emergencies at night
Not providing IP/domain/service information
Calling once and assuming emergency is activated
Requesting normal support tasks after hours
Submitting minor issues as emergency

8. Responsibility Breakdown

iCoreHosting Responsibilities

24/7 monitoring of datacenter main network infrastructure (uplinks, routing, switching, backbone stability).
Ensuring datacenter network stability and uptime.
Handling emergency-level hardware, network, and security incidents.
Providing immediate response when emergency is confirmed via second call.

What iCoreHosting Does NOT Monitor

Individual server uptime (VPS, dedicated, colocation)
CPU/RAM usage or disk space alerts
Application-layer performance (website, database, email)
Backup status or system warnings

Client Responsibilities

Monitor their own servers unless subscribed to a managed plan.
Provide clear details when reporting an emergency.
Use emergency channels responsibly.
Submit non-critical tasks during office hours.
Arrange scheduled after-hours work in advance.

9. Support Information

Email: [email protected]
Support Portal: https://www.icore.com.my/support
Emergency Hotline: Provided to eligible colocation / dedicated clients

10. FAQ

Q: Does iCoreHosting monitor my server 24/7?
A: We monitor the main datacenter network 24/7. Individual server monitoring is the client’s responsibility unless subscribed to managed services.

Q: Why must I call twice?
A: The first call prevents false alarms. The second call confirms a real emergency and activates the on-duty engineer.

Q: Can I request DNS or configuration changes at night?
A: These are non-emergency tasks and handled during office hours.

Q: What if I am unsure if it is an emergency?
A: Submit a ticket first. If it is critical, proceed with the two-call activation.

11. Summary

Emergency support is reserved for critical, infrastructure-level issues such as downtime, hardware failure, network disruption, and major security incidents. iCoreHosting ensures 24/7 datacenter network monitoring, while clients are responsible for monitoring their own individual servers. The two-call system ensures real emergencies are handled promptly and accurately.

Support Portal: https://www.icore.com.my/support

12. Use Case Examples

Emergency: Server is unreachable at 3 AM → Two-call activation starts immediate intervention.
Non-Emergency: DNS update request at 11 PM → Deferred to office hours.
Scheduled: Midnight migration arranged in advance → Engineer on standby.
Security: Active DDoS attack impacting availability → Emergency workflow activated.

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