Support
Reach a person who can fix it.
Every ticket is answered by someone with server access. No scripted first tier, no escalation maze, no closing the thread on you.
8am – 8pm Central, Monday to Friday · On-call for outages, always
How to reach us
Four ways in.
Support ticket
The best route for anything technical. It gives us your account context and a written record you can refer back to.
Billing questions, pre-sales questions, or anything that does not need account access.
Knowledge base
Step-by-step guides for DNS records, email clients, WordPress, SSL, backups, and migrations.
Scheduled call
For migrations, DNS cutovers, or anything easier to talk through than to type. Book a slot and we will call you.
Response targets
What we hold ourselves to.
Published targets, measured monthly. When we miss them we say so on the status page.
| Severity | Example | First response | Coverage |
|---|---|---|---|
| Critical | Site or email offline, data loss, active security incident | 15 minutes | 24 / 7 |
| Urgent | Severe degradation, SSL failure, mail delivery broken | 1 hour | 24 / 7 |
| Standard | Configuration help, migration request, performance question | 1 business hour | Mon–Fri, 8am–8pm CT |
| Billing | Invoices, refunds, plan changes, cancellations | 1 business day | Mon–Fri |
Beyond the ticket
Things we will just do for you.
Most hosts call these professional services and bill for them. On a shared plan, within reason, we call them support.
Migrate your sites
Full transfer from your current host, staged on a preview URL so you can check it before DNS moves.
Sort out your DNS
Point records for mail, page builders, or third-party services — including staying on a call while you do it.
Chase down slowness
Identify the plugin, query, or image that is dragging a page down and tell you specifically what to change.
Restore from backup
Roll back a file, a database, or an entire account from any night in your retention window.
Clean up a hack
If a site gets compromised we help you find the entry point, clean it, and close the hole. Once, without a lecture.
Fix email deliverability
SPF, DKIM, and DMARC configured correctly so your mail lands in inboxes rather than spam folders.
Status
Trouble is public.
Incidents are posted while they are ongoing, with updates as we learn more and a written post-mortem afterwards. You should never find out your site is down from a client.
Not a customer yet, but have a question?
Ask before you buy. We will tell you honestly whether we are the right fit, including when the answer is no.