Support channels
Use client-area tickets for existing services. Pre-sales and general questions can use the contact page or [email protected]. Add evidence to the original ticket for the same issue so that the history remains together.
Infrastructure and guest systems
Use tickets for account, billing, ordered configuration or suspected infrastructure issues. Support follows the purchased service. Unless managed assistance is separately purchased or agreed in writing, customers maintain their website content, applications, databases, account settings and independent backups. Self-managed server customers also maintain the operating system and security updates.
Where domain, SSL, email or other products involve provider verification, usage or delivery requirements, the relevant product conditions apply. When infrastructure-provider checks are needed, we pass on the necessary diagnostic information and follow up.
Diagnostic information
Include the service reference, time and timezone, full error, reproduction steps and recent changes; network issues should include the source network and destination port. Redact secrets and unrelated personal data. Do not disable a firewall or hand over a private key just to troubleshoot.
Responses and maintenance
Severity, required information and upstream investigation affect processing time. A fixed response or repair deadline and round-the-clock staffing require an explicit SLA or managed-service arrangement. Announcements show published maintenance and service information; they are not live monitoring of every VPS.
