What we manage
The short version:
We keep your instance running. You own what runs inside it.
Everything below is that sentence in detail. It is written down so there is never any doubt about what you are paying for, and so you always know where to send a problem.
Included, with no limit
These are covered on every plan, however long they take.
| Your instance is down | The app or its database is not running when it should be |
| Setup did not complete | Provisioning failed or stalled |
| Restore a backup | Any snapshot we hold, from your dashboard |
| OS security patching | Security updates on the server your instance runs on |
| HTTPS certificates | Issuing and renewing |
| Outbound connectivity | Your instance reaching the internet, including DNS - see Outbound connections and DNS |
| Something we changed broke it | Any SpliceRun update, migration or maintenance action |
| Billing and account | Invoices, plan changes, cancellation |
On Shared and Dedicated plans we own the server, so the server is ours too - hardware faults, provider outages, operating-system patching, and disk or memory problems caused by the platform.
Where the line falls on Bring your own server
On this option the server is yours, so the boundary sits at the software we installed.
| ✅ We look after | ❌ You look after |
|---|---|
| The application stack: containers, database, web server, TLS | The server: operating system, kernel, disk, firewall |
| Updates, backups, restores, monitoring | Your hosting provider - outages, billing, suspension |
| Anything our setup process installed or changed | Anything else running on that machine |
If your server is powered off, out of disk, or your provider suspends the account, that one needs to go to them. We will tell you clearly when that is what we are seeing.
Not included
These are real work and we charge for them. We would rather price them honestly than pretend they are not happening.
| Building, fixing or debugging your workflows | Hourly, or included in Business support |
| Third-party credentials and integrations | Hourly, or Business support |
| Expressions, custom code, custom nodes | Hourly, or Business support |
| Performance tuning for your specific workload | Hourly, or Business support |
| Training and "how do I…" questions | Hourly, or Business support |
| Importing workflows from another host | Fixed-price migration |
| Setup or onboarding session | Fixed price |
If you expect to need this regularly, Business support includes an hour of application-level help each month and works out cheaper than paying by the hour. Prices are on the pricing page.
How we work out which side a problem is on
You are not expected to diagnose it yourself. Send us anything.
We will always look first, at no charge, and tell you what we found. If it turns out to be ours, we fix it - included, however long it takes. If it turns out to be inside the application, we will tell you exactly what we found and what it would cost to go further, and then wait for you to decide.
We never start paid work without your agreement in writing. No surprise invoices, ever.
Response times
| Plan | Target first response |
|---|---|
| Shared | Best effort (no timed target) |
| Dedicated, Bring your own server | One business day |
| With App-level help add-on | Same business day |
Business day means Monday - Friday, India Standard Time (IST, UTC+5:30).
These are targets we aim to beat, not a contractual service level with credits. We would rather publish a number we can actually hit than sell one we cannot.
Out of hours
Open a ticket from your dashboard any time. We pick it up on the next business day. If the instance itself is down, we reply as soon as we can - we are a small team in one timezone, not a 24/7 NOC or SOC.
Free diagnosis first
Every ticket gets a short free triage (fifteen minutes) to decide whether the problem is hosting (included) or inside your workflows (paid app-level help). We never start paid work without your agreement.
Things we cannot do
Stated plainly, because the worst time to learn them is when you need them.
We do not write the application. We install, update, monitor and run it. If the software itself has a bug, we can move you to a fixed version once one exists - that is the whole of what anyone hosting it can do.
We can only restore what we hold. Backups run daily and are kept for the retention period on your plan. Data created and deleted between two snapshots was never captured, and no amount of paid work brings it back. If something matters, take a manual backup before you change it - the button is in your dashboard.
On Bring your own server we hold no copy of your live data. It lives on your machine. Our backups are exactly that - backups - not a second live copy.
Fair use
Included support assumes normal use. If usage is sustained far beyond that, we will talk to you about a plan that fits rather than quietly degrade the service. We would always rather have that conversation than let it become a surprise.