How VICIfast support works

Managed Managed hosting means different things to different providers. Here is exactly what VICIfast takes responsibility for and where your own team picks up, so when something breaks, you know immediately where to look. A clear boundary is not a way to dodge work; it is what lets both sides move fast, because nobody is waiting on the other to figure out whose problem it is.

Who owns what

flowchart TD
  Issue[Issue occurs] --> Q1{Is it infrastructure?}
  Q1 -->|Yes| VF[VICIfast owns it]
  Q1 -->|No| Q2{Is it calling / carrier?}
  Q2 -->|Yes| CX[Customer owns it]
  Q2 -->|No| Q3{Is it VICIdial config?}
  Q3 -->|Yes| CX2[Customer owns it]
  Q3 -->|No| Q4{Is it TLS / subdomain?}
  Q4 -->|Yes| VF2[VICIfast owns it]
  Q4 -->|No| Q5{Is it compliance / DNC?}
  Q5 -->|Yes| CX3[Customer owns it]
  VF --> Ticket[Open ticket with VICIfast]
  VF2 --> Ticket
  CX --> Self[Resolve internally or with carrier]
  CX2 --> Self
  CX3 --> Self

VICIfast infrastructure: what we own

• Server provisioning — the Hetzner VPS, OS install, and initial VICIdial setup in under 40 seconds.
• TLS — Let's Encrypt DNS-01 certificate issuance and auto-renewal on your Branded subdomain.
• Security hardening — firewall, brute-force protection, SSH certificate authentication, and secured VICIdial defaults applied at Provisioning time.
• Snapshots and restore — scheduled point-in-time disk snapshots on managed plans, one-click restore from the dashboard.
• Uptime monitoring — health status tracked continuously (HEALTHY / DEGRADED / UNREACHABLE), surfaced in your dashboard and the public status page.

Customer territory: what stays with you

VICIfast does not manage your Campaign configuration, your Lead list, your carrier relationship, or your regulatory compliance. We do not sell minutes. You bring your own SIP trunk, configure calling hours and DNC (do not call) scrubbing, and ensure you are following applicable telemarketing rules. If calls are not connecting, the first diagnostic step is confirming the trunk is registered and the carrier account is in good standing, and that is your side of the line. This is a deliberate design choice rather than a gap: your calling, your numbers, and your data stay under your control, which is also what keeps every box single-tenant and your recordings on your own server.

What to include in a ticket

When you open a support ticket with VICIfast, include your branded subdomain, the time the issue started with its timezone, what behavior you observed versus what you expected, and any error messages visible in the VICIdial admin or dashboard. For Service level agreement (SLA)-sensitive issues, note whether agents are completely down or partially impaired, because that affects triage priority. The more precise the timestamp and the symptom, the faster we can match it against our own monitoring and logs rather than asking you to reproduce it.

The boundary in practice

If VICIdial is not loading at your branded subdomain, that is a VICIfast ticket. If VICIdial loads but calls are not completing, start with your carrier. If calls complete but your Agent cannot hear the customer, check the audio device and the WebRTC browser settings. If the server is unreachable after a scheduled snapshot, open a ticket, because restore and diagnostics are our responsibility.

Why we run it this way

Splitting responsibility cleanly is what makes a flat monthly fee possible. The surface we own, the Provisioning, the operating system, the install, TLS, backups, and uptime, is well defined and repeatable, so we can run it for many customers without it turning into bespoke work per account. The part you own, your campaigns and compliance, is the part that is genuinely unique to your business and that you would not want a host touching anyway.

Because every account is a dedicated box, support never has to untangle one customer from another. There is no shared cluster where one tenant's load drags down a neighbor, and no risk that a fix for one customer changes the behavior of another. That isolation keeps both diagnosis and resolution simple, which is part of why the boundary stays this clean.

Read what VICIfast adds to VICIdial to understand the full scope of what managed hosting provides, or check why VICIfast is the fastest VICIdial provider. Plan details are at /pricing.