Any issues you have with our services caused by us or our equipment is covered under support. E.g. hardware failure, bugs in our control and management software, transit issues.
All our products (with the exception of any DireVPS products), come with free support but fully-managed products have priority support.
Products with free support (i.e. any product that doesn't come with full-management and isn't a DireVPS product) will have requests answered within 72 hours.