Support you can measure
If your site, server or email is down, an engineer responds within 10 minutes. This page sets out who answers and when, how fast we act on each kind of problem, how to escalate, and what we manage for you — published, so you can hold us to it.
first response when something is down
IST, Monday to Saturday, for everything else
for a site, server or mailbox that is down
- Since 2006, Jaipur
- 3,500+ businesses served
- Mumbai data centre, Yotta NM1
- GST invoice in INR
How to reach us
| Channel | Where | Hours, IST | Best for |
|---|---|---|---|
| +91 98281 61343 | 9 am – 7 pm, Monday to Saturday | Quick questions, screenshots, "is it just me?" | |
| Phone | +91 98281 61343 | 9 am – 7 pm, Monday to Saturday | Anything urgent |
| Toll-free | 1800 410 4433 | 9 am – 7 pm, Monday to Saturday; 24/7 if something is down | Anything down, at any hour; calling free from any Indian number |
| support@chandnas.com | Read during support hours | Detailed requests, attachments, anything you want in writing |
Who answers
A support engineer — someone who can log in to your server or admin console and fix the problem, not pass on a message. Support is in English and Hindi.
For the fastest fix, tell us
- Your domain name or server IP
- What you see — the error message, or a screenshot
- When it started, and whether anything changed just before: an update, a new plugin, a DNS change
- How to reach you for the next hour
How quickly do you respond?
Within 10 minutes, at any hour, if your site, server or email is down. Within 1 hour if it is working but degraded, and within 4 working hours for routine requests. Each target is below, with how often we update you and when we aim to have it fixed.
| Severity | What it means | First response | Updates | Target to fix |
|---|---|---|---|---|
Severity 1 Down | Your website, server or email is unreachable for everyone, or data is at risk. | 10 minutes, 24/7 | every 30 minutes | Service restored within 4 hours, unless a hardware fault needs the data centre |
Severity 2 Degraded | Working, but slow, partly broken or failing for some users; backups failing. | 1 hour | every 2 hours | 1 working day |
Severity 3 Request | A change or a task: restore a file, add a user, install software, change DNS. | 4 working hours | When it is done | 2 working days; bigger jobs scheduled with you |
Severity 4 Question | Advice, planning, billing, a quote. | 1 working day | — | Answered in the first reply where we can |
First response means an engineer has read your request and replied with what they are doing — not an automated acknowledgement. Target to fix is a target, not a guarantee: a failed disk or an upstream network fault takes the time it takes, and we tell you so. Severity 2–4 targets run in support hours, 9 am – 7 pm IST, Monday to Saturday.
If it isn't fixed, here is who you go to next
Three levels. You can escalate at any point; you don't have to wait for a target to be missed.
- Level 1Support engineer
Picks up your WhatsApp, call or email and owns the request until it is closed.
From the first message
- Level 2Senior engineer on duty
Takes over when a target is at risk, when the fix needs a second pair of hands, or when you ask.
Within 1 hour of asking
- Level 3Manoj Kumar Chandna, founder
Takes escalated calls himself, as he has since 2006.
The same working day
To escalate, write "escalate" on WhatsApp or ask for it on the phone, and quote your request. Nobody will ask you to justify it.
What we manage, and what stays with you
Managed servers — VPS and dedicated
| Task | We do | You do | Optional |
|---|---|---|---|
| Provisioning, OS install and hardening | |||
| OS and security updates | |||
| Firewall, brute-force and malware protection (Imunify360 + firewall) | |||
| Monitoring with 60-second checks, alerts to our engineers | |||
| Daily off-server backups, 30-day retention | |||
| Restores from backup | tell us what and from when | ||
| cPanel or Plesk install and updates | licence (price on request) | ||
| Web server, PHP and database tuning | on request | ||
| DNS, SSL and email routing | |||
| Migration from your current host | free | share access | |
| Your application code, plugins and themes | we help find the fault | ||
| Extra IPs, storage, snapshots, licences |
Business email — Google Workspace, Microsoft 365, Rediffmail Pro
| Task | We do | You do | Optional |
|---|---|---|---|
| Domain verification; MX, SPF, DKIM and DMARC records | |||
| Creating users, groups and aliases | on request | or do it yourself in the admin console | |
| Migration from your old mail provider | free | share access | |
| Setting up phones and laptops | step-by-step help | ||
| Password resets and locked accounts | |||
| Raising issues with Google, Microsoft or Rediff | |||
| Licences, renewals and GST invoice | |||
| Deciding who can access which mailbox | |||
| Extra storage, archiving, AI add-ons |
SSL, backup and website protection
| Task | We do | You do | Optional |
|---|---|---|---|
| SSL certificate issue, validation and installation | approve the validation email | ||
| SSL renewal before expiry | |||
| Backup agent setup and schedule | |||
| Test restores | on request | ||
| Website protection rules and tuning |
- Self-managed plans (Cloud VPS and self-managed dedicated servers): we look after the hardware, network and power, and reinstall the operating system on request. The operating system and everything on it is yours to run.
- AWS and Azure: the scope is agreed in writing before we start, because no two accounts are alike. See AWS managed services and Azure managed services.
What support doesn't cover
Knowing the limits up front saves a disagreement later.
- Writing or fixing your application code. If a plugin update breaks your site, we find the fault and can roll back from a backup; changing the code is your developer's job.
- Building websites, design or SEO. We run the infrastructure underneath them.
- Software we didn't install and don't manage. We keep the server healthy for it, but we can't support its features.
- Data older than the backup window. Backups on managed plans have 30-day retention; cloud backup keeps them for longer.
- The inside of self-managed servers. On those plans we cover hardware and network only.
Out of scope doesn't mean refused. Tell us what you need and we'll say whether we can do it, and what it costs, before anyone starts.
How do you know when something is wrong?
Usually before you do. Every managed server is checked at 60-second intervals, and a failed check alerts an engineer, who starts work without waiting for you to call.
Monitoring
CPU, memory, disk, and the services your site depends on — web server, database, mail. Alerts go to an engineer, not an inbox.
Backups
Daily, stored off the server, with 30-day retention, on every managed plan.
Restores
Done by us on request, typically within 4 working hours. Tell us what to restore and from when.
Before risky changes
We take a snapshot before updates and migrations, so there is always a way back.
Network uptime
99.9% network uptime commitment.
Data centre
Yotta NM1, Navi Mumbai. Certifications held by the facility: SOC 2 Type II · PCI DSS · SSAE 16.
What happens if we miss a target?
If network uptime falls below our commitment in a month, you get a service credit on the next invoice.
- A written incident report for every Severity 1, within 2 working days: what failed, what we did, and what changes so it doesn't happen again.
- No long lock-in. You choose monthly, quarterly or yearly billing, so you are never tied in for longer than the period you picked.
Questions people ask
What are Chandnas's support hours?
9 am – 7 pm IST, Monday to Saturday, for requests and questions. If your site, server or email is down, we respond 24/7, including nights and holidays: call our toll-free number, 1800 410 4433, and say it's down. Support is in English and Hindi.
What does 24/7 support mean at Chandnas?
It means an outage is answered by an engineer at any hour (24/7), with a first response within 10 minutes — and our monitoring usually raises the alarm before you do. Routine requests, like adding a user or changing DNS, wait for support hours so the engineer on call stays free for outages.
How fast will you respond if my website is down?
Within 10 minutes, at any hour. The first reply comes from an engineer who has started work, not an automated acknowledgement. You get an update every 30 minutes until it's fixed, and our target is to restore service within 4 hours, unless a hardware fault needs the data centre. Other severities are in the response table.
What is the difference between response time and resolution time?
Response time is how long until an engineer replies and starts work. Resolution time is how long until the problem is fixed. We publish both for each severity. A fix time is a target rather than a guarantee, because some faults — a failed disk, an upstream network outage — take the time they take; when that happens we tell you what we know and when you'll hear next.
Do you fix problems in my website's code or WordPress plugins?
We don't change your code, but we don't leave you guessing. We find where the fault is — server, plugin, theme or code — explain it in plain language, and roll back from a backup if that's the quickest way to get you online. The code fix itself is your developer's job; if you don't have one, ask and we'll suggest someone.
Is support included in the price?
Yes. On managed plans, everything in the "We do" column is part of the monthly price; there is no separate support fee or per-ticket charge. Work outside that scope is quoted before we start. Self-managed plans include hardware and network support. All prices
How do I escalate a problem?
Write "escalate" on WhatsApp or ask for it on the phone, and quote your request. It goes to a senior engineer, and then to Manoj Kumar Chandna, the founder, if it still isn't resolved. You don't need to wait for a target to be missed.
Do you support businesses outside Jaipur?
Yes, across India. Support is remote — WhatsApp, phone, email, and remote access to your server or admin console — so it works the same for a business in Chennai or Guwahati as for one in Jaipur. Our Indian servers are in Mumbai; our support team is in Jaipur.
Do you support business email as well as servers?
Yes. For Google Workspace, Microsoft 365 and Rediffmail Pro we set up the domain and DNS records, create users, migrate old mail, help with phones and laptops, and raise issues with Google, Microsoft or Rediff on your behalf. Same channels, same response targets. Business email
Can I move to Chandnas without downtime?
Usually, yes. Migration is free, scheduled for your quiet hours, and we handle the DNS switch. A typical WordPress site moves the same day; a cPanel account with mail takes 24–48 h. How migration works
Want support like this on your servers and email?
Tell us what you run today and who looks after it. We'll say what we would manage, what it costs, and how the move works. Already a customer with a problem? WhatsApp is fastest.
Support 9 am – 7 pm IST. Server-down issues are answered 24/7, in English and Hindi.
Tell us what you run and we'll reply with one recommendation.
No sequence, no sales calls. One reply from an engineer, within working hours.