Someone with access to the server reads your ticket
There is no layer reading from a script. Below you will find how to reach us, how quickly we respond, and what falls outside the scope.
How to reach us
They all reach the same team. A ticket from the panel is fastest, because we start with your account and service already in front of us.
A ticket from the customer panel
The fastest route. When you open a ticket, your account, service and recent transactions appear alongside it, so we spend no round trip verifying identity or asking which service you mean.
Writing from the address on your account links the ticket to it automatically. Writing from a different address means an extra round trip for identity verification.
Pre-sales questions
If you are not a customer yet, use the contact form. We will tell you which plan fits without any sales pressure; selling you a bigger plan than you need is a short-lived gain.
Emergencies
If a site is completely unreachable or an attack is under way, mark the ticket urgent. Urgent tickets jump the queue — which is exactly why marking a non-urgent one as urgent lengthens someone else’s wait.
How quickly we respond
These are the times we keep, not aspirations. Promising something we cannot keep is worse than promising nothing.
Urgent — 1 hour
A site is completely unreachable, a server is down, or an attack is under way. These tickets do not wait for office hours.
High — 4 hours
The service runs but an important function is broken: email is not sending, SSL is warning, the panel will not open.
Normal — same business day
A settings change, a migration request, an installation question. Most tickets opened during working hours close within a few hours.
Low — 2 business days
Information requests, suggestions, planning ahead. We do not leave the unhurried ones unanswered either.
What we do and what we do not
A provider telling you what it cannot do is more informative than one telling you what it can.
We do: anything the server causes
The server, network, disks, certificates, email delivery and the panel are all ours. We also help you work out whether a problem comes from the server or from your application.
We do: migrations
Moving files, databases and mailboxes is free. Your old site stays online until you have confirmed everything works on the new server.
We do: guidance during setup
We guide you through installing a panel on a virtual server, choosing a PHP version, installing SSL and setting DNS records.
We do not: debug your application
Debugging software you wrote or bought is not within support. We will tell you whether the cause is the server; we do not go into the code.
We do not: run your server for you
Virtual servers are unmanaged. Operating system updates, security patches and application installs are yours; we point the way but do not make changes on your server on your behalf.
We do not: content and design work
Writing site content, editing themes or SEO consulting are outside the service. If you work with an agency on those, we are happy to give them the technical details they need.
What helps us solve your ticket faster
The biggest factor in how many round trips a ticket takes is what you write in the first message. The difference between "the site is down" and "since 14:00 yesterday contact.php returns a 500 while the other pages work" is usually a day.
Paste the full error message. A screenshot is good, but text is better — we can search text. If the error page shows a request identifier, include it too; it lets us find that exact request in the logs.
Say when it started and what changed around then. A plugin update, a theme change, a new DNS record: most problems appear right after a change, and knowing it halves the search.
If the problem appears only for some visitors, say so. "It works for me" usually points to caching, DNS propagation or a regional network issue, and that is looked for somewhere else entirely.
If you need to share access details, share them through the ticket, not by email. Details shared through a ticket are stored encrypted; a mailbox, once compromised, exposes everything in it.
Common questions about support
If I write in the middle of the night, will anyone look?
Tickets marked urgent do not wait for office hours; if a site is completely unreachable or an attack is under way, we look at night too. Non-urgent tickets join the queue for the next business day. We are a small team and we do not hide it.
Do you offer phone support?
Routine support runs in writing. The reason: a technical problem stays solved when who did what and which command was run is written down; what is said on a call disappears and has to be explained again on the second round. For complex situations we arrange a call.
Do you access my server?
Only to the extent a ticket you opened requires, and it is logged. On virtual servers root access is yours; we do not use it. If access is needed, we ask you first.
What happens if you miss your response time?
We have no compensation commitment for it and we do not claim one. If we are late, we write down why. The reason we publish these times is so that you can set your expectations correctly.
Write when you get stuck
If you are a customer, open a ticket from the panel; if not, use the contact form. Pre-sales questions included.