Support
Who answers your ticket, and how fast.
Technical requests go to our helpdesk, run by the same team that operates the systems. Our target is a first response in under 25 minutes, around the clock.
Helpdesk 24/7, in the client portal Under 25 min first response (our target) Phone Mon–Fri, 8AM–4PM ET, sales and accounts
How to Reach Us
The helpdesk needs a login. The phone is for sales.
Those two facts decide which channel you want, so they come first.
The helpdesk is available 24/7 in the client portal, and it is the fastest path to a fix for anything technical, including urgent and after-hours issues. It runs on a portal account, so it is for existing customers.
Live chat in the portal reaches the same engineers as the helpdesk.
The phone rings Mon–Fri, 8AM–4PM ET, and it reaches sales and account questions. It is not a technical line, and we would rather tell you that than have you sit on hold with the wrong person.
DNS, email setup, cPanel, migrations, billing. No account needed to browse.
Three routes work before you have an account: email [email protected], book a call, or order an emergency engagement, $199 flat, on a site hosted anywhere. The helpdesk runs on a portal account and the phone is sales only, so those two open up once you’re a customer.
Reporting spam, malware, or malicious activity coming from our infrastructure is a different process: report abuse here.
Get the Fastest Help
A good ticket gets a fast fix.
Your ticket lands with an engineer, not a triage layer. Give them the details up front and the first reply is usually the fix.
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Open it from inside the portal
Tickets raised from your account are verified automatically, so we can act at once.
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Name the domain or server
The exact domain, account, or server label.
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Paste the error, and say when it started
The message, the page, and roughly when it began. “Site is slow since ~2PM” beats “site broken”.
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Tell us what changed
Plugin updates, DNS edits, a deploy, a migration. Recent changes are the cause more often than not.
What Support Covers
Where our side stops, by product.
Shared Web Hosting is fully managed
Your job is your website. Ours is everything underneath it: hardware, operating system, web server, PHP, databases, patching, malware scanning, the firewall, daily off-site backups and restores, email, DNS, SSL and cPanel.
On VPS and Virtual Dedicated Servers, root access is yours
We manage up to your server’s door: hardware, network, a 99.99% infrastructure uptime SLA, the virtualization platform, provisioning and reboots. Core Managed: OS patching, Imunify360, CloudLinux, and control panel maintenance. Hands-on work inside the server is Server Administration, from $199/mo.
Planned maintenance is announced at least 24 hours ahead, usually between 2AM and 6AM ET, and capped at four hours a month. Notices go to the status page and the email on your account. Not sure whether a request falls inside your plan? Open the ticket and the engineer will tell you straight.
FAQ
Support questions, answered.
How fast will I get a reply?
Our target is a first response in under 25 minutes on helpdesk tickets, around the clock. That’s a target we hold ourselves to, not a guaranteed maximum. The SLA says the same, and adds that response times are not subject to service credits. A hard problem still takes as long as it takes.
Can I phone you about a technical problem?
No. The phone rings Mon–Fri, 8AM–4PM ET and it reaches sales and account questions. Anything technical goes to the helpdesk in the client portal, which is available at any hour.
What does support cover, and what is billable?
Covered: the server and network, cPanel or WHM, SSL, DNS, hosting questions, backup restores, and migration help. Not covered: custom development, tuning applications you built, and third-party software you installed yourself. Managed hosting stops at the edge of website development. Anything past that line is quoted first, and handing over the website itself is Website Care.
Already a customer? The helpdesk is the fastest route.
Still deciding? Write to us and describe what you run.