Support Policy
Last updated: August 2026
What our support covers, through which channels, and what to expect.
Channels and hours
Support is available 24/7 through tickets in the client area, live chat on the website, and WhatsApp. Tickets are the authoritative channel: anything agreed in chat that affects your service is confirmed in a ticket.
Scope — what support covers
Support covers our infrastructure and anything we provision: hardware, network, virtualization, the hosting control panel, and service availability. On managed plans it extends to the operating system: updates, security hardening, monitoring and tuning.
Out of scope
Application-level work — debugging your website code, third-party software licensing, or development tasks — is outside standard support on unmanaged plans. We will always tell you clearly when a request falls outside scope before any work happens.
Priorities and response
Tickets are prioritized by impact: service-down issues come first, then degraded performance, then general questions. Response time targets are published in the Service Level Agreement.