Built for power users. Not your therapist.
Last updated: 28 July 2025

What Pulsed Media Is

We run high-efficiency infrastructure for hobbyists, power users, fault tolerant services and developers. If you're looking for 24/7 chat support or emotional validation, this probably isn’t your ideal fit.

Our services are built around automation, performance, and hardware density.
Not hand-holding. Not concierge. Definitely not therapy.

We are not a 24/7 managed hosting provider; our pricing reflects this self‑service model.

Our staff are Finnish, blunt, and allergic to fluff. Expect efficiency, not emojis.

Fifteen years in production, 99.9 % node availability. Stable infra first, polite tickets second.

Self‑Service First

Most questions are answered in our Knowledge Base and Wiki. Checking these resources before opening a ticket; 90%+ of questions are solved this way.

Supported Languages

All support is provided in English and Finnish only. Tickets opened in other languages will be placed on hold until translated by customer themselves.

How Support Works

1. Open a ticket in the client portal (clients area).
2. Be precise: Tell us what you expected, what happened, and include error messages.
3. Add detailed reproduction steps and full error messages.
4. Keep one ticket per issue — duplicates are automatically deprioritised.
5. No vague "it doesn't work" – we can't fix feelings, only systems.

Ticket Rules

• Do not close your ticket until you confirm the problem is solved. Closed tickets are auto‑archived and may not be seen again.
• Ticket “bumps” (“Any update?” messages) reset the FIFO position; avoid them unless adding new information.
• We don't offer chat, Discord support, or phone calls.
• If you need emotional support, seek elsewhere -- our scope is technical.
• Tickets are processed FIFO; priority escalations follow SLA table.
• General tickets may wait the full 96h window; Please be patient. After 96h has passed, a ticket bump / ping is completely understandable.

Founder / Enterprise Escalation
Direct founder access is reserved for enterprise contracts starting at €10k / month. All other issues must follow the ticket flow. This includes any form of attempted direct contact outside the contracted enterprise channel.

Response Time

Issue Type	Initial Response Time	Resolution Target
Critical Infrastructure outage (number of users affected)	< 24 h (business days) < 48 h (weekends)	Restore/Migrate ASAP
Small Infrastructure outage (single node down)	< 48 h (business days) < 72 h (weekends)	Restore/Migrate ASAP
General support	48 – 96 h (business days)	Up to 5 business days
Billing & accounts	48 – 96 h (business days)	Up to 5 business days

Critical infrastructure issues are monitored 24/7/365.
But we sleep. We batch. We’re human. Automated monitoring pages us if a cluster drops.

Support Philosophy

We keep ticket volume low by solving root causes and automating edge cases. We receive only single‑digit % of users open tickets each month, including all types; Pre-Sales, Billing etc.

When you do open a ticket, it's usually fixed on the first human reply.

We don’t need a support army, because our systems don’t collapse every week.

Also: all staff work on core engineering. You're not talking to outsourced L1 monkeys. You're talking to people who actually built the hardware, network and wrote the scripts.

We tried using crystal balls for support; Turns out the only place to purchase them was from the same shop selling wholesale burnouts. We expect clarity in tickets ever since.

Our pricing is possible because we invest in automation, not call‑centres. When a real human steps in, you’re speaking with the engineer who built the system—not a script reader.

Hardware & Replacement SOP

We do not promise same-day hardware replacement unless your server is on fire.

• MD servers are usually swapped entirely and repaired later, decision to repair or replace might take a couple of business days. Rescue mode to be attempted first
• Drive failures are replaced, not debugged. Simple. Fast. Efficient.
• Broken BMC/Broken Remote Reboot/Easy Drive Replacements; Usually NBD+1. We have hardware technician on-site most Finnish business days for basic hardware repairs.
• Deeper Hardware Issues in general have a batching policy of 1 Datacenter Visit and do as many as possible, not visit for each single fault separately. Therefore target is within NBD+5

Abuse, Spam, Fraud & General Idiocy

Pulsed Media reserves the right to refuse or terminate service in cases of:

• Illegal usage under Finnish law
• Spam, phishing, scanning or illegal content as defined by Finnish law
• Repeated psychological warfare in support tickets
• Excessive support harassment or bad‑faith behaviour

If you can't follow simple rules, we won't waste brain cycles on you.

Refunds, Disputes & Account Termination

We respect refund requests -- as long as you keep the ticket open. We only offer initial 14 calendar days refund period, not on renewals, not after service delivery etc. Crypto payments are non‑refundable by nature. All refunds are using the same payment method, as per the gateway allowing (ie. Paypal refund).

Open a PayPal dispute or chargeback?
We blacklist your PayPal e-mail + name from future orders.
That’s not punishment. That’s protection for our actual customers.

• We honour valid refund requests inside the ticket system.
• To get your 14-day refund; You have to open a ticket. Sadly, we are not mind readers.
• Opening a PayPal dispute or credit‑card chargeback immediately terminates the contract and forfeits any and all services.
• Please do not close your ticket and simultaneously file a dispute; that prevents us from resolving the issue.

Summary

We offer lean, high-performance hosting at great prices. To keep it that way, we don't promise speed-of-light responses or infinite empathy. We just fix problems fast when they matter—and stay out of your way when they don’t.

We’d rather invest in redundant drives than redundant chatter. That’s why most users never need us—and when they do, an engineer answers.

Open a ticket or e‑mail https://pulsedmedia.com/clients/supporttickets.php.
Use words. Be clear. We'll get it done.
By continuing to use our services, you acknowledge that you have read and agree to this Support Charter & Policy.