(Or: What to do when your Linux systems stop playing nicely)
“Houston, we’ve got a problem.”
Only, in this case, you’re not in space, you’re in the server room, or on your break, and something critical just broke.
- A key Linux server is down.
- Backups are missing.
- Your in-house team’s hit a wall.
- And the business is waiting.
That’s when you need emergency Linux support; fast, calm, and from someone who knows their way around the system.
What is Emergency Linux Support?
It’s exactly what it sounds like: break/fix support from Linux experts when something’s gone wrong and your usual routes aren’t working. Think of it like having a Linux emergency services button in your back pocket, one that gets you to someone who can triage the issue, diagnose the root cause, and get you back on track.
At Tiger Computing, we’ve been helping businesses recover from Linux-related headaches for over 20 years. From the small-but-frustrating to the full-blown panic-inducing.
Common Linux Problems We Get Called In To Fix
No two incidents are ever quite the same, but here are some of the problems we’re used to jumping in on:
- A critical server won’t boot after an update
- Disk space mysteriously disappearing
- Unexpected kernel issues or system crashes
- Configuration errors that bring down core services
- Failed backups or inaccessible backup data
- A sudden spike in CPU usage, and no clear cause
- Authentication or login issues affecting multiple users
- Services failing after a change, and no one knows why
- Files mysteriously missing or permissions gone wrong
- Something’s broken and “the Linux guy” is on holiday…
In some cases, the issue isn’t Linux itself. It’s the fact that no one’s 100% sure what’s running where, what’s been changed, or how to roll things back safely.
What Happens When You Call Tiger?
Here’s what to expect when you call us for emergency Linux support:
1. Initial Assessment (ASAP)
Once you’ve contacted us, we’ll ask a few questions to understand the situation, the urgency, and the systems affected. The goal here is to quickly assess the risk and determine the best course of action.
If we’re not already pre-approved on your side, we’ll complete any necessary paperwork (NDAs, procurement forms, company information or anything else you need) and confirm secure access protocols.
2. Secure Access
We take security seriously. Tiger Computing is ISO 27001 certified, so our approach to information security, access control, and data handling is built on industry best practice.
If you’ve already pre-vetted us, we’ll use the agreed method (VPN, jump host, etc). If not, we’ll work with you to set this up quickly and securely. No backdoors, no shortcuts.
3. Live Investigation and Fix
Once we’re in, we’ll investigate the issue live. We aim to resolve most issues within the first hour. If we need more time, we’ll give you a clear update, with a written summary of what we’ve found, what needs to happen next, and any potential risks or complications.
4. Next Steps and Recovery
If the fix is straightforward, we’ll implement it then and there (with your permission). If it’s more complex, we’ll work with you to plan the next steps, whether that’s further investigation, patching, rebuilding a system, or recovering data.
5. Follow-Up
Once the fire’s out, we don’t just disappear. We’ll check back to make sure everything is stable and answer any lingering questions your team might have.
Haven’t Pre-Vetted Us for Emergency Linux Support Yet?
You don’t have to be a customer to use our emergency service. But pre-vetting us makes everything faster when time is short. That includes:
- Completing the basic supplier checks and paperwork your procurement team will need
- Agreeing secure access methods
- Sharing system documentation or network diagrams (if available)
- Briefing key internal stakeholders that we’re on standby
Trying to do it all while a critical system is down is… less fun.
Frequently Asked Questions
Do I need to have a support contract with you already?
Nope. You can call us on a break/fix basis even if you’ve never worked with us before. That said, having us pre-approved will always save you time in a crisis.
How quickly can you respond?
We aim to get back to you within 30 minutes during UK business hours. If we’ve worked with you before, we may be able to start even faster.
What if the issue takes longer than an hour?
If we can’t fix it in the first hour, we’ll provide a clear written summary and recommendations. You can then choose to continue working with us on a time and materials basis, or take the next steps internally.
What kind of access do you need?
Secure SSH access is usually ideal, but we can work with your preferred method; including VPN, remote desktop to a jump box, or supervised screen share. We’ll never ask for credentials to be emailed or shared insecurely.
Is there a minimum charge?
Yes. Our emergency support is billed in hourly blocks, with a minimum of one hour. If the problem is fixed quickly, we’ll still use the time to document findings or advise on preventing future issues.
Can you help after hours or on weekends?
Tiger Computing operates 24/7, but emergency support is only available to existing clients with after-hours support in place.
If 24/7 cover is important to you, we’d be happy to talk about ongoing support options that include out-of-hours assistance.
Pre-Vet Emergency Linux Support: Plan for Peace of Mind
Emergency Linux support is something you never want to need… but when you do, having a trusted partner to call can make all the difference.
If you’d rather have a plan in place before a crisis hits, book a short call and let’s get you set up. We’ll walk you through how it works, answer your questions, and make sure your business isn’t caught off guard.
Want to pre-vet us for Emergency Linux Support?
