Frequently asked questions
Services, access, plans and how the client portal works.
Does CedraStack provide onsite support?
No. Support is remote-only. Physical intervention, cabling and hardware replacement need your local team.
Which countries do you support?
We serve businesses in Lebanon and the GCC: Saudi Arabia, UAE, Qatar, Kuwait, Bahrain and Oman. Remote access and service scope must be agreed.
What are your business hours?
Monday–Friday, 08:00–18:00 Beirut time.
Is emergency assistance available?
24/7 remote emergency assistance is available. This means assistance availability, not proactive staffed monitoring. Use the Emergency contact flow.
What does normal remote support cost?
View Plans or contact CedraStack for current values.
What does emergency support cost?
View Plans or contact CedraStack for current values.
Do I need a monthly subscription?
No. You can request one-off help; scope, price and availability are agreed before work.
What plans are available?
View Plans or contact CedraStack for current values.
What happens when included hours are exhausted?
Additional work is recorded separately as billable support and reviewed before invoicing. Confirm the work and applicable rate with CedraStack.
Do unused hours roll over?
View Plans or contact CedraStack for current values.
Is there a minimum subscription commitment?
View Plans or contact CedraStack for current values.
Can I cancel my subscription?
The company Owner can request cancellation in the portal. The effective date respects the commitment end and current billing period; requests are reviewed. Unpaid pending subscriptions can be cancelled when no submitted proof needs review.
Can you support an existing Microsoft 365 tenant?
Yes. We review your current setup and authorized access before administration or troubleshooting.
Do you support Microsoft 365 migrations?
Yes. Migration scope, source/target, licensing, cutover and user checks are planned before intervention.
Do you support Proxmox?
Yes: VE hosts/VMs, clusters, storage, backups, migrations and troubleshooting. Ceph work depends on the environment and scope.
Do you support VMware?
Yes, remote virtualization troubleshooting and administration can be scoped around your existing VMware environment.
Do you support pfSense, firewalls and VPNs?
Yes: firewall rules, NAT, IPsec, remote access and connectivity investigation. Disruptive changes require an access/rollback plan.
Do you support Linux servers?
Yes: services/systemd, storage, permissions, networking, updates and troubleshooting.
Do you support Cloudflare?
Yes: DNS, Workers, Zero Trust/Tunnels, Email Routing, SSL/TLS, WAF and publishing diagnostics.
Do you support Google Workspace?
Yes: Gmail, administration, users, DNS, integrations, migrations and troubleshooting.
How does remote access work?
We agree an authorized method with your technical contact, confirm scope and use appropriate limited access. Your team may need to approve access or remain available during changes.
Should I send customer credentials?
Never put passwords, MFA codes or API keys in public forms, ticket notes or documents. Discuss approved secure access with CedraStack; inventory and document features are not a credential vault.
How are support hours tracked?
Work logs record dates, duration, category and work description. Your portal shows support usage and remaining subscription allowance.
How does extra billable work work?
Extra support entries are separate from subscription usage. Administrators review entries and issue an invoice; the recorded rate and issued amount are retained.
How does Whish payment work?
Use the payment instructions and reference shown in checkout or the invoice payment flow. Send payment through Whish, upload proof, then wait for administrator verification.
How do I upload payment proof?
Open the relevant pending payment or invoice in your client portal and use the payment proof upload. Uploading proof alone does not confirm payment.
What are your response targets?
Critical initial response target is 1–2 hours under agreed service terms. Targets concern initial response, not guaranteed resolution. A public inquiry does not establish a customer SLA.
What counts as a Critical issue?
A major outage or loss of an essential business service affecting operations. Describe the actual impact; CedraStack reviews severity. Choosing Critical on a form does not create emergency coverage.
How does emergency support work?
Use the Emergency page to contact CedraStack, describe impact and access, and agree intervention. Emergency terms and a one-hour minimum apply.
Do you provide backup/DR support?
Yes: strategy, restore testing, backup troubleshooting, replication and recovery planning. Backup preserves copies; DR plans service recovery. Recovery cannot be guaranteed.
Can you help with DNS and SSL issues?
Yes. We examine DNS records, certificates, proxy/origin behavior and application errors to identify the failing layer.
Can I open tickets through the portal?
Yes. Authorized company users can open support tickets and exchange messages and permitted attachments through the portal.
Can multiple users join a company account?
Yes. A company Owner can invite members with Owner, Billing, Technical Contact or User roles. Each role has different access.
How do maintenance reports work?
CedraStack prepares reports from recorded work. Clients see finalized reports, with branded HTML/PDF views and no internal notes.
Is my information private?
Portal access is authenticated and company-scoped. Documents and reports follow role/visibility rules. Inquiry details are used to review and respond; do not include secrets.