SERVICES
What does Clustrix Global actually do?
We operate the database, server, network and security layer of your infrastructure so your engineering team can ship product instead of getting paged at 3 a.m. — under one team, one SLA, one bill.
Do you replace our DevOps team or augment it?
Both. Some clients use us as their entire ops layer; others embed our engineers alongside their internal team.
Which cloud providers do you support?
AWS, GCP, Azure, Hetzner, OVH, DigitalOcean, Linode, and bare metal. If it boots Linux, we run it.
Do you only manage Linux servers?
Primarily yes. We can handle Windows for specific workloads, but our deep expertise is Linux/BSD.
BILLING & PRICING
How is pricing calculated?
Plan-based monthly retainer for managed services; project-based fixed-bid for custom app development. Enterprise tier is custom.
Can we pause our subscription?
Yes. You can pause for up to 60 days per calendar year without losing your dedicated engineer or onboarded knowledge.
What payment methods do you accept?
Bank transfer (wire / SEPA / SWIFT) and crypto (USDC/USDT). Enterprise clients may pay on net-30/45 terms. Card payments coming soon.
Is there a setup fee?
No setup fee for Standard or Professional plans. Enterprise engagements may include a one-time onboarding fee depending on scope.
SUPPORT & SLA
What is your response time?
< 5 minutes for Enterprise, < 15 minutes for Professional, < 4 hours for Standard. Measured P50 to first human response.
Where is your team based?
Distributed across 4 continents — 24/7 coverage with follow-the-sun rotation.
How do we escalate during an incident?
Dedicated Slack/Teams channel + phone bridge. Severity-1 incidents auto-page the on-call engineer.
Do you provide postmortems?
Yes, written blameless postmortem within 48 hours of any Sev-1 or Sev-2 incident.
SECURITY & COMPLIANCE
Are you SOC 2 / ISO 27001 compliant?
SOC 2 Type II audited. ISO 27001 certification in progress (Q3).
Can you sign a BAA / DPA?
Yes — we sign BAA, DPA, and standard MSAs for clients in regulated industries (healthcare, finance, EU GDPR).
Do you have access to our production data?
Only what is necessary to do the work. All access is logged, time-bound, and reviewed quarterly.
