This support utility is available only for current Aesir Network’s clients, and is to only be used for Network Emergencies. This utility bypasses the support desk, voicemail system, telephone queues, and the ticket system: this alerts real human beings immediately via email & cellular SMS. Both your account representative, and the network technician on duty will have the message within seconds of you pressing the submit button on the next page. Please include a phone number you can be reached at “right now”. The emergency support system is designed to assist customers that could incur any localized system failures that may go unnoticed by our monitoring systems, customers that do not use our advanced monitoring services, or any issue specific to your account. In the unlikely event that there is a system-wide outage, there is no need to call. All dedicated and managed servers are monitored 24/7 either way.

• Your Server is down.
  When your server is dead, dying, or down. No ping or remote access is possible, or the primary web site, stream, or the servers intended purpose is failing.
• Network Intrusion.
  In any event that you believe your resources have been compromised in any shape form or fashion we want to know as soon as possible. Please do not hesitate to contact our office. We have live security professionals that are well trained to actively respond to all intrusion tactics, to act swiftly to preserve your data, and to take any steps necessary to ensure that any potential exploit has been sealed off tight.
• Mail Systems
  We do indeed take electronic messaging with the required level of seriousness. We understand that to do business on the Internet you must communicate with your clients, customers, and associates. However, there is a wide degree of variables involved with email as we know it. Please make sure the problem is not “”local” before contacting our emergency support crew. You may do so by using a web based account, or any other email account to relay email to and from your server here.
• Mass Spam, Flooding, and Denial of Service Attacks.
  If you find any situation involving mass messaging or ping-flooding, obviously it is imperative that we block the inbound traffic as quickly as possible. The incidents affect the entire network’s integrity, if you believe your server is being flooded (site is slow, massive numbers of email coming to your accounts, your database or log files are growing at a noticeable rate) then please do contact us as soon as possible.
  

Commerce is key. If your server is not crippled in any way, if your server is still accessible and active, then chances are it is not an emergency. Network Security issues being the obvious exception. But as a basic rule, if your site is up and generating revenue as it is intended to do, then it is not an emergency.

• Development Issue .
  Although the network technologies office works directly with our web design and ecommerce development groups, projects “under construction” do not qualify as emergencies. Only “Production” sites can warrant an emergency service call. If you have a development issue, please contact your development representative via the Aesir Interactive Client Extranet, email, or the Support Desk.
• High Pings and Latency.
  High pings and latency are intrinsically relative to routing. We control significant net-space, and we have multiple failover fully-redundant connections to the Internet from many Tier-1 providers. However, that is no guarantee that every router between your computer you are checking in from, and your server here with us, is as reliable. Before determining that the latency is local to our network please verify the trace routes to your server from multiple looking-glasses and/or check your connection to other high-redundancy connections (i.e Google, Yahoo, AesirNetworks.com).
• DNS Propagation
  DNS is local to the Nameserver which is resolving the request. If you can set your local name-server to our name-servers and see a DNS issue, then we most certainly need to adjust the master records as soon as possible. However, in most cases DNS issues are caused by other ISP’s being slow to update their caches. A sudden change in DNS causing loss of traffic, mail, or connectivity is an emergency. A partial delay in root-server updates associated with a fresh DNS change is not an emergency, but an unfortunate part of the DNS propagation process.
• Billing & Accounting
  If you believe you were over charged, under charged, or charged the incorrect amount on any invoice (you may review these invoices from your control panel) then please let us know, but our network technicians do not have access to your sensitive accounting information. These anomalies will have to be corrected during our regular support hours. Please submit all such issues via the Secure Control Panel support system or Live Support, and not the open-site support box.
  
  

If it just can’t wait and you do require network or development support at any hour, you may do so for the rate or $65.00 to $130.00 an hour per your contract. A minimum of one hour of service will be charged for all calls through this system as Premier Support if it does to meet the above criteria.