Every service includes Standard support. We aim to give a first response to a new ticket within 24 hours, and often reply much sooner.
Faster response: when you order a VPS, game server or web hosting plan, you can add a paid support plan (Support Plus or Support Business) for faster first response and longer support hours. The checkout shows the first-response target, the hours and the price for each plan.
Managed plans: Semi-Managed and Fully Managed include priority support. If you have a quoted managed IT service, the response times in your signed quote apply.
Choosing a priority:
- Critical: service down, or data at risk
- High: major features broken or badly slowed
- Medium: something isn't working as it should
- Low: questions and small issues
Pick the right service under Related Service when you open the ticket, so the support plan on that service is applied. Response times are targets, not guarantees; see section 8 of our Terms of Service.