ScalarX Technical Support is the cornerstone of the StackX service plans.
It combines AI, conditional algorithms, and human intervention, with 24/7/365 availability for major and critical incidents.
Support is available through the dashboard/ticketing system and a 24/7 emergency line with no premium-rate charges. A dedicated Telegram channel can be enabled depending on the plan.
The average observed time to answer calls on the emergency line is under 60 seconds.
The average time to resolve a major or critical incident within the operations scope is under 15 minutes.
Depending on the selected scope, support also covers installation, version changes, checks, and remediation for the per-user Node.js runtime through sxnode.
StackX Technical Support at a Glance
| Support Scope | CORE | PRO | ENTERPRISE |
|---|---|---|---|
| 24/7 incident and general support | Yes | Yes | Yes |
| Priority requests | No | Yes | Yes |
| Dedicated Telegram group per client | No | 1 | Yes |
| 24/7 emergency number | Yes | Yes | Yes |
| No cap on support time | Yes | Yes | Yes |
| 24/7 ongoing operations | Yes | Yes | Yes |
| Manual checks outside incidents | No | Occasional | Yes |
| External security audit | No | Annual | Quarterly |
Specific environments: The standard delivery baseline currently covers Debian 12 and Debian 13. Any request involving another distribution, a legacy environment, or technology outside the standard scope requires a specific assessment. Contact us to evaluate feasibility, compensating measures, and the migration path.
Advanced Scope (Depending on Plan)
| Advanced Component | CORE | PRO | ENTERPRISE |
|---|---|---|---|
| Application maintenance (security / updates / migrations) | Custom quote | Custom quote | Custom quote |
| Manual updates | No | Custom quote | Scheduled |
| Application security monitoring | No | Custom quote | Custom quote |
| Manual log checks outside incidents | No | Occasional | Yes |
| Dedicated Bash scripts | Custom quote | Limited / Custom quote | Yes |
Support Channels & Severity Levels
| Channel | Use |
|---|---|
| Dashboard / tickets | Standard operational tracking and planned requests |
| 24/7 emergency line | Major and critical incidents |
| Dedicated Telegram channel (depending on plan) | Rapid operational coordination |
Need a support level aligned with your production constraints?
We help you choose the right StackX level (CORE, PRO, or ENTERPRISE) based on your availability, response, and technical coverage requirements.
Discuss Your Support Level
Infrastructure
ScalarX designs and operates redundant, maintainable, and scalable architectures tailored to production constraints, the selected provider, and the required level of independence.
Monitoring
ScalarX combines local monitoring, external HTTPS checks, and independent third parties to assess incidents more accurately, including across architectures distributed among multiple countries, providers, or data centers.
Managed Operations
ScalarX combines human expertise, conditional algorithms, and agentic AI systems to strengthen operational reliability, detect weak signals, accelerate response, and improve the quality of operations.