This document outlines the support boundaries and services provided by PeaSoup for Infrastructure-as-a-Service (IaaS) and virtual data centre environments.
1. Support Scope and Responsibilities
PeaSoup provides a virtual data centre platform, delivering the compute, storage, and networking infrastructure required for your services. This includes underlying hardware, hypervisors, and management platforms maintained and monitored by PeaSoup on a 24/7 basis.
Customers have full administrative control over their virtual infrastructure, including firewalls, virtual machines, networks, VPNs, and operating systems. Accordingly, the configuration, operation, and usage of customer systems and applications are the sole responsibility of the customer.
- While PeaSoup does not manage or operate individual customer environments, we are happy to assist with:
- Virtual machine configuration
- Firewall and VPN setup
- Load balancer rules
- Networking and routing adjustments
- General system-level guidance
Please note that any changes you make through the management console or interfaces are applied immediately and are under your direct control.
2. Backup Support
PeaSoup provides access to Veeam-based backup infrastructure. However, configuration, scheduling, testing, and restoration activities are under the customer’s control. We do not manage or operate backups on your behalf unless otherwise specified in a managed services contract.
3. Support Hours and Contact Methods
Our support team is available to assist you as follows:
- Via the PeaSoup Support Portal: https://support.peasoup.cloud
- Email: [email protected]
- Emergency P1 issues (out-of-hours): Use the designated 24/7 emergency contact details provided in your onboarding documentation.
4. Incident Priority and Response Times
| Priority Level | Description | Target Response Time |
| P1 – Critical | Complete infrastructure outage or serious service impact. | 1 hour (24/7) |
| P2 – High | Performance degradation or disruption to critical components. | 4 business hours |
| P3 – Medium | Standard requests or assistance with configuration. | 1 business day |
| P4 – Low | General guidance or low-priority queries. | 3 business days |
5. Platform Status and Service Updates
You can view the current status of the PeaSoup platform, scheduled maintenance, and real-time service updates at:
https://status.peasoup.cloud