# Support

Category: [General](https://www.cloudvip.com/en/faq/general.md)
Source page: [https://www.cloudvip.com/en/faq/general/support](https://www.cloudvip.com/en/faq/general/support)

As a general rule, all our products are delivered with a management interface, and you have the possibility of managing your product yourself without calling on us. 

 Do you have a question about using our management interfaces? You must first consult our Knowledge Base. If the answer is not yet there, we invite you to open a ticket with support, free of charge. In general, our team responds to you personally, but if the question seems useful to other customers, a new file on the Knowledge Base will be created and we will provide you with the link to consult this file. We respond to tickets on average within 2 working hours.

In very rare cases, there may be a problem, a bug in our management interface, or your product was incorrectly delivered, in this case, you can open a ticket with support for free. We respond to tickets on average within 2 working hours.

Certain options such as bare-metal server backup (Files backup) do not allow you to restore the data yourself and require intervention on our part.

If, however, you do not wish to use our management interfaces, please note that our sales prices do not include support that carries out the actions for you. (such as a change of DNS, or creation of an email box) In this case, the following rates apply:

2025 PRICES

Basic rate
100.00€/h

Evening rate
Base +20%

Weekend and public holiday rates
Base +50%

Urgent
Base +200%

Our prices are expressed excluding taxes and billed pro rata per 1/4 hour started with a minimum of €25.
Support after termination of a product: €100 + hourly rate.