Dear C-Servers user,

We hope this e-mail finds you well.

Following an evaluation on the present inflationary market conditions, and the extraction of the necessary statistics for the 2025 commercial year, three tendencies became apparent:
- the vast majority of opened tickets, around 75%, were not from customers with higher RAM plans (1GB and above) nor higher pricing (~13/14 USD and above), but steemed from customers below these amounts;
- from those, approximately 80% of the global reasons for opening a ticket were topics that were either not the regular scope of support, or comprised normal service variations on a public network and shared conditions.
- 40% of the customers with sub-1GB plans never opened a ticket, on our old or on our new platform. 

While we do understand opening a ticket is important for you, the submission of those tickets does create additional expenses for the Company, which are most especially relevant in a context where other expense increases are occurring and, of course, where investments need to be made to continue our expansion.

And on the present context, many providers have already increased their pricing significantly to reflect exactly this, with increases that have many times assumed double-digit percentages on the VPS and Cloud industries.

Our commitment always has been to keep costs low and things optimized, so we can give you the best possible price. Therefore, we had two possible paths:
- increasing significantly renewal pricing for our existing customers, and entry pricing for our newer customers;
- or attempt to keep things at the same price or with a minor increase for both parties, but adjust support costs.

We are following the second path. For existing and new customers.

Support adjustments from 02-04-2026

Starting from this day and for existing and new customers, all continuously paid applicable packages or service plans that are priced below 12 USD per year, and/or are equal/below 896MB RAM, per plan, will only be able to use on these plans the following support mechanisms for free: 
- Automated support resolution at the Live Chat (with Michael Williams);
- Autonomous global service status validation at the VirtPortal, on the website https://uptime.c-servers.co.uk and at https://web.c-servers.co.uk/network-status.html;
- Autonomous resolution of issues through the Knowledge Base or through customer-owned artificial intelligence mechanisms.

This means that, with immediate effect, free human support will cease for these plans, in all circumstances (including global outages or networking issues). Autonomous action on your end will be required for these, either by simply waiting for things to get back to normal; monitorization of the C-Servers Uptime and C-Servers Network Status websites; or simple service cancellation.

These customers will still have the 99.95% Uptime Warranty and will still be treated on everything else with the same priority as any other customer. But starting from today, 12USD is the minimum for human support to exist.

There are three exceptions for this rule

Of course, several paths exist if you really wish to have human customer support on our services:

- you must have with C-Servers, on the same user account, plans and/or services that are worth, in total, 36 USD or more per year. For example, if you have 1 NanoVPS-384 at 6.99 USD per year, but then have 2 other services at 16 USD per year each, you will still have human support access for all services (16 + 16 + 6.99 = 38.99 USD, which is higher than 36 USD).
- you can always upgrade to normal plans of our regular offer of 12 USD or more per year, when possible or available;
- alternatively, you can purchase the revamped addon for a pack of 3 Specialized Support tickets, at 6.79 USD, which is available here: https://web.c-servers.co.uk/category/extra-support-services 

This will be a net-zero purchase, meaning we are not profiting in any way with your purchase - that price tag you paid will go to a human assistant, so you're also contributing for someone to have a job on developing countries.

Practical consequences of this adjustment

By doing this change, not only will we be able to adjust our support to more adequate necessities, we'll also be able to increase our support efficiency by having more agents available and faster responses, meaning that when you actually open a ticket, it will be faster for you to get answers. One thing will also continue at C-Servers: we don't outsource our support, and never will.

Moreover, by doing this adjustment, we'll be able to substantially reduce or even actually avoid an increase at all to your original price. We're still working on it, but we can state that, by doing this change, any possible increases will at least stay below double-digits. Which on the present context, let's be honest - it does mean quite a lot.

Thank you for choosing C-Servers.

Best Regards,
Tiago Severino
Director and Systems Administrator
Centerfield Ltd