How support actually works
Support is a console ticket queue backed by the people who operate the platform, not a tiered call centre. Here's what's in scope, how to report a problem well, and where to escalate.
Where to reach us
Console tickets
Open a ticket from the console against a specific project or resource. This is the primary channel — it keeps context (logs, configuration, history) attached to the conversation.
For account-level or pre-sales questions that don't map to a specific resource, email reaches the same queue as console tickets.
Status page
Platform-wide incidents and maintenance windows are posted to the status page independently of individual tickets, so you can check known issues before opening one.
Managed versus unmanaged
What we're responsible for depends on the product tier — this is set out plainly so there's no ambiguity when something breaks.
- Managed products (managed hosting, xPanel-operated services): we handle the operating system, panel, runtime and platform layer — you own the application and its data.
- Unmanaged products (bare compute, unmanaged VPS): we are responsible for the hypervisor, network and hardware — the guest operating system and everything inside it is yours to operate.
- Billing, provisioning and platform-level incidents are in scope regardless of product tier.
- Application debugging, custom code changes and third-party software configuration on unmanaged products are outside standard support and may be handled as a paid engagement where capacity allows.
How to report an incident well
A well-formed report gets a faster, more accurate answer.
- 01Identify the affected resource (instance ID, domain, or service name) from the console.
- 02Describe what you expected versus what happened, with timestamps and timezone.
- 03Attach relevant logs, error messages or screenshots — the more concrete, the faster we can reproduce it.
- 04State the impact: is the resource down, degraded, or is this a question rather than an outage?
- 05If it's a security-sensitive report, say so explicitly in the ticket so it's routed accordingly.
If you need to escalate
If a ticket is stalled or the impact is more severe than the response suggests, reply on the same ticket stating clearly that you are escalating and why. Escalations are handled within the same support queue by more senior staff — we do not run a separate paid escalation channel.
Contractual response and resolution commitments, where they apply to your plan, are defined in the Service Level Agreement rather than on this page — that document is the source of truth for any timed commitment.
Common questions
No — response and resolution commitments vary by plan and are set out contractually in the Service Level Agreement, not summarised here as a marketing number.
Need help with something specific?
Open a ticket from the console for account-specific issues, or use the docs and status page for self-service answers.