Response times and priorities

What this is#

What to expect after you open a ticket: who's on the other end, how fast replies come, and what actually affects the speed.

Staffing and typical times#

• Support is staffed 24/7, holidays included. There's no "office hours" queue where a Friday-night ticket waits until Monday.
• Replies typically come within minutes.
• Anything affecting access to your VPS is prioritised, a server that's down or unreachable goes to the front.
• Best-effort questions can take longer. Help with your own software is a courtesy on top of the service (see what support covers), so at busy times, platform problems come first.

By ticket, in English#

• Support is by ticket, there's no phone line or live chat. That's deliberate: a ticket reaches the same 24/7 team within minutes, and everything said and done is on record, so nothing gets lost between calls or chat sessions.
• Support is provided in English. Writing your ticket in English keeps replies fast and precise.

What priority does#

The ticket form asks for a priority (High, Medium, Low). It signals urgency, it isn't a queue you jump by always picking High:

• High: genuinely urgent, a VPS that's down, or a suspected security problem.
• Medium: a normal problem that's blocking you.
• Low: a question that isn't time-sensitive.

Marking routine questions High doesn't get them answered sooner, and it makes real emergencies harder to spot.

Getting a fast resolution, not just a fast reply#

Two things shorten the total time to fixed more than anything we do:

• A first message we can act on. The exact error, the VPS involved, when it started, and what you tried. The full checklist is in raising a ticket that gets solved fast.
• Your words plus the server's output, never an AI chatbot's. Paste real errors and command output; don't paste chatbot transcripts, our L3 staff diagnose from actual symptoms, and wading through AI speculation slows the fix.
• The self-service tools. If your VPS is unreachable, My VPS is Down frequently fixes the cause on the spot, faster than any ticket.

Still need help?#

You can open a support ticket. So we can help on the first reply, it's worth mentioning:

• the VPS hostname or IP,
• what's wrong and how urgent it genuinely is.

Related questions#

• "How fast does support reply?"
• "Do you have phone or live chat support?"
• "Can I get support in my own language?"
• "Is support available 24/7, on weekends and holidays?"
• "Does setting my ticket to High priority make it faster?"
• "Why is my software question taking longer than my outage ticket did?"
• "How do I get my problem fixed on the first reply?"