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Frequently Asked Questions

Quick answers to common support questions

How long does it take to get a response to my support ticket?

Our average response time is under 1 hour for high priority tickets, and within 4 hours for standard priority tickets. We aim to resolve all issues as quickly as possible.

What information should I include when submitting a support ticket?

Please include as much detail as possible about your issue, including any error messages you're receiving, steps to reproduce the issue, and relevant account information (domain name, server IP, etc.).

Do you offer phone support for all customers?

Phone support is available to all customers during business hours (8am-8pm EST). Priority 24/7 phone support is available for business and enterprise plan customers.

How can I check the status of my support ticket?

You can check the status of your ticket by logging into your client area and visiting the support section. You'll also receive email notifications when your ticket is updated.

What's your support coverage during holidays?

We provide 24/7 support year-round, including holidays. Response times may be slightly longer during major holidays, but critical issues are always addressed immediately.