Help — straight to the right inbox, no triage maze.
Pick the channel that matches what you need. We answer real email from a real person, usually the same business day. Time-sensitive (a site that's down, a payment dispute)? Say so in the subject line and we'll prioritize.
Pick the inbox that fits.
Three inboxes plus a legal channel. Send to whichever matches your question — anything that lands in the wrong one gets forwarded, but the right one is faster.
General support
Anything about the work we do for you that isn't billing or a hosting outage. Account questions, scope changes, "can you take a look at this," roadmap, follow-ups.
Hosting
Site or app down, slow, broken, or behaving weird. Backup or restore requests. SSL or DNS issues. Anything Hosting & Care, Project Hosting, or Pay-As-You-Go.
Billing
Invoice questions, payment method updates, refunds, plan changes, tax forms, receipts. Anything with a number on it.
Copyright / DMCA
Takedown notices, counter-notifications, and rights-holder questions about content hosted on our infrastructure. Format and required fields are documented separately.
Write once. We work it.
You email the right inbox
Pick the channel above and hit send. No portal logins, no ticket numbers to memorize, no chatbot funnel. Just an email with the details.
A real person reads it
Within ~1 business day (same business day for hosting), you'll get an actual reply — questions, fixes in flight, or a clear next step. Never a "your ticket has been received" autoresponder.
It gets resolved
We work it through to done and confirm the fix in writing. If it points at a recurring issue, we add it to the knowledgebase so the next person doesn't have to ask.
What a great support email looks like.
The fastest path to a real answer is to send us everything we'd otherwise have to ask for. Two short reads:
What to include
- Account name or invoice number (if billing)
- The site, app, or service the issue affects
- What you expected vs. what actually happened
- Steps to reproduce, if there's a way to trigger it
- Screenshots or error text — pasted plain works
- How urgent it is, in plain English
How fast we answer
Same business day on hosting issues during business hours. ~1 business day on everything else. Critical hosting outages get worked first — say so in the subject line if you're seeing one.
We don't run a phone hotline; written channels mean we have a record, and a record means problems get fixed instead of repeated. Customers on Total Care or Active Care plans get faster targets per their Agreement.
Email a real person.
If your question doesn't fit a channel above, send it to [email protected] and we'll route it. We read every message.