Contact Channels
Every Plan Gets The Same Support Quality
We don't tier support quality by how much you pay us. A customer on a $9.99/month shared hosting plan reaches the same support desk, staffed by the same trained systems administrators, as a customer running a $500/month dedicated server cluster. Tickets don't route through a scripted first-tier call center whose only job is to escalate — they go directly to someone who can actually look at your account, your server, and your DNS records and do something about the problem on first contact. That's a deliberate operating decision, not an accident, and it's the reason we're comfortable publishing a real average response time — under two minutes — instead of the vague "we'll get back to you as soon as possible" language most hosting companies default to. A specific number is a promise we have to keep; a vague one isn't.
Not every issue needs the same channel, though, and picking the right one gets you a faster resolution. If your site or server is down right now, live chat in your dashboard is the fastest path — it connects you to an available systems administrator in real time and is the best channel for anything urgent. If you're dealing with a more detailed technical issue — a misbehaving cron job, an error you can reproduce, log output you want reviewed — email is usually the better choice, since it lets you attach logs, screenshots, or configuration files that are awkward to paste into a chat window, and gives our team time to actually dig into the problem before responding. Phone support is best reserved for account and billing questions: verifying a charge, updating payment information, or talking through a renewal, where hearing a human voice confirm the details in real time is simply faster and less error-prone than a written back-and-forth. Whichever channel you pick, the same team and the same standard apply.
- ✔ Live chat for urgent, time-sensitive outages
- ✔ Email for detailed technical issues with logs attached
- ✔ Phone for account, billing & renewal questions
- ✔ Same support quality regardless of plan or price tier
What Happens After You Hit Send
Once a message comes in through this form, it doesn't sit in a generic inbox waiting to be manually sorted — it's routed automatically based on the subject you select. Technical support requests go straight to the infrastructure team responsible for that product line, whether that's shared hosting, VPS, or dedicated servers, so the person reading your message already has the right context. Sales and new-order inquiries are handled same-day, typically with a quote or availability answer back within a few hours during business hours. Abuse reports get expedited review ahead of the general queue, since those often involve active security or policy issues that need a faster turnaround than a routine question.
Resolution timelines vary by category but we aim to be specific rather than vague about them: technical support tickets involving an active outage are typically addressed within minutes given our under-two-minute average first response; non-urgent technical questions and billing questions are usually resolved within one business day; sales quotes go out same-day during business hours; and domain transfer requests, which involve coordination with your current registrar, typically take three to five business days from when we receive your authorization code. Enterprise accounts with a dedicated account manager get a slightly different path — those messages route directly to the named contact rather than the general queue, which usually shaves time off the response even further.
On data handling, we keep this simple: information submitted through this contact form is used only to respond to your specific inquiry. We don't add you to a marketing list, sell your information, or share it with third parties for advertising purposes, and we don't use your message for anything beyond answering the question you asked, unless you separately opt in to our newsletter using the signup field in the footer. If your inquiry requires us to look at account data — verifying a billing charge, for example — that access is limited to the support staff handling your specific ticket and logged the same way any other account access is logged internally.
Support Built To Actually Help
Multiple Contact Channels
Phone, email, live chat, and ticket support — choose whichever fits the situation.
Under 2-Minute Response
Our published average first response time, not a vague promise to "get back to you."
24/7/365 Availability
Support is staffed around the clock, every day of the year, including holidays.
Dedicated Account Managers
Enterprise customers get a named point of contact for account and infrastructure planning.
Multilingual Support
Support available in multiple languages for our customers across 140 countries.
Real Humans, No Chatbot-Only Support
Every ticket reaches a trained systems administrator — never a chatbot dead end.
Direct Escalation, No Middle Layer
There's no first-tier script standing between your message and someone who can fix the problem. Every channel connects to trained systems administrators with an escalation path straight to systems engineers when needed.