[noiz] support | scope
What support covers, and what is quoted.
Support for the services you buy comes with them. Work on what is yours is scoped and quoted before it starts. Some things Noiz does not do at all, on purpose. This page sets out all three.
Included
Support comes with every service.
Help with a service you pay for is part of that service, from the people who run the servers. The line is drawn at what you build and run on it.
What Noiz looks after
The service you buy
- Questions about your services by email, Signal, WhatsApp or ticket
- The control panel, mail, DNS, domains and billing
- Faults in a Noiz service, which are Noiz's to investigate and fix
- A remote session Noiz starts to resolve your ticket, not charged
- The weekly backup on every shared plan and the one-click installers in the panel
- The care scope of a managed application you buy, as its page sets out
What stays with you
What you build and run on it
- Your site's code, content, plugins and themes, unless it is under WordPress Care
- Your users, mailboxes and the devices that read them
- The operating system and software on a Cloud server where you have root
- Your own computers and office network
- Where to ask
- The channels, in order, are on the Help page, and the guides at docs.noiz.ie answer the common questions without waiting.
- Through a reseller
- If a reseller hosts your site, the reseller is your first line of support and Noiz supports the reseller. The Reseller Terms set out when Noiz may step in.
Quoted
Work on what is yours is quoted first.
Anything beyond the service itself is scoped in a ticket and quoted before it starts, so you know the cost before anyone touches a system.
- Linux administration
- Once-off jobs, work by the hour, or Managed Linux by the month, on a Noiz Cloud server, a dedicated server or a Linux server hosted elsewhere. Control panels too, ISPConfig included.
- Remote sessions you ask for
- When you ask Noiz to log in to your computer or server and do work for you, the session is billed per half hour. The rate is on the remote support page.
- Moving to Noiz
- Sites, mail and servers moved from another host are scoped first, so the cost is known before anything moves.
- Applications
- Installing an open-source application on a Cloud server, until one-click images are live there; ERPNext and other listed applications managed by quote; Private Email, a managed mail server for one organisation; any application on a dedicated server.
- Development
- WordPress development by the hour. Plugins, control panel and billing extensions, integrations and a Monero payment gateway for a shop as scoped projects, taken on where they fit.
- Security work
- Backup and disaster recovery beyond a plan's weekly backup, VPN and firewall set-ups, disk and backup encryption, and PGP for mail and files. Each quote states the scope, retention, responsibilities and terms that apply. The add-ons with a set scope are in the store.
- Infrastructure to order
- Dedicated servers, colocation and hosting for your own AI workloads, quoted to the specification.
- Beyond a care plan
- Rebuilding a site that cannot be restored from a usable backup, major version upgrades, and other work a managed application's scope leaves out.
How a quote runs
- Describe itOpen a ticket with what runs, where it runs and what you need done.
- Noiz scopes itThe quote names the work, the price or the hourly rate, and a spending cap for hourly work.
- You acceptNothing starts until you accept the quote.
- Written downWhat was done is recorded in the ticket and invoiced as the quote says.
Quoted work runs Monday to Friday, 09:00 to 17:00 South African time, excluding public holidays. Work out of hours is agreed in the quote first.
Not offered
What Noiz leaves out, on purpose.
Plenty of companies do these things well. Noiz keeps to the work it can stand behind, so the list of what it declines is as plain as the list of what it sells.
- Microsoft products
- Noiz does not sell, license or administer Microsoft products, Windows servers included. Mail on Noiz works with any standard mail application, on any system.
- Proprietary licences
- Not sold. Where a proprietary program stands in the way, Noiz will suggest a Free software replacement and can quote the move to it.
- IT support contracts
- Office IT support, managed devices and help-desk contracts are not offered. Remote support is for Noiz services and for work you ask for, one session at a time.
- Hardware
- Computers, laptops, phones, firewalls, security keys and crypto wallets are not sold or sourced.
- Training and consulting
- Courses and consulting retainers are not offered. The guides at docs.noiz.ie are open to everyone.
- Security operations
- No security operations centre, managed detection and response, or compliance packages. Protection is sold as add-ons, each with its scope on its store page.
- Cryptocurrency services
- Noiz accepts Monero as payment, but does not run exchanges, mining, wallet recovery or node services. Tor hosting is not offered as a product.
- AI agents
- Chatbots and AI agents are not built as a service. Hosting for AI workloads you run yourself is quoted.
Free software first
Why the lines fall where they do.
Noiz runs on GNU/Linux and Free and open-source software, and recommends it wherever there is a sound choice. Free software respects the freedom and privacy of the people who use it, costs less to run and can be changed to fit. That is why the list above leaves out Microsoft and proprietary licences: Noiz keeps to systems it can inspect, fix and stand behind.
For shared files, calendars and contacts there are Nextcloud accounts on the service we run. Where you want to replace a proprietary program with a Free one, Noiz will suggest the replacement and quote the move.
Noiz resists, by every lawful means, any unlawful attempt by a state or a company to subvert the privacy of communications or to impose surveillance on its services or on its clients' systems.
Questions
Help with a service you pay for is part of that service, and a remote session Noiz starts to resolve your ticket is not charged. Work on your own systems, a remote session you ask for and the work listed under Quoted are charged as the quote says.
Yes, if it runs Linux and Noiz can reach it over SSH. That is Linux administration: once-off, by the hour or monthly, by quote. Windows servers are not taken on.
The reseller is the first line of support for its clients, and Noiz supports the reseller. The Reseller Terms set out when Noiz may step in and deal with you directly.
On shared hosting the one-click installers in the control panel do it. On a Cloud server you can install it over SSH, or ask Noiz to install it, quoted, until one-click images are live there. Looking after it afterwards is a managed application: WordPress, Odoo and Nextcloud have their own pages, and others are quoted.
Describe it in a ticket. Noiz will say whether it is in scope and, if it is, send a quote before anything starts.
Not sure where your request falls?
Describe it in a ticket. Noiz will say whether it is included, quoted or something we do not do, before any work starts.
Signal +27 76 903 4821 WhatsApp +353 83 014 7649 [email protected] docs.noiz.ie
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