# Response times and priorities
Source: https://vpsdime.com/knowledgebase/support-coverage/response-times-and-priorities
Last reviewed: 2026-07-02
Summary: VPSDime support is staffed 24/7 including holidays and typically replies within minutes. It's ticket-only (no phone or live chat) and provided in English. Access-affecting problems are prioritised, ticket priority signals urgency rather than jumping the queue, and best-effort software questions can take longer.

## What this is

What to expect after you [open a ticket](https://vpsdime.com/open-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](https://vpsdime.com/knowledgebase/support-coverage/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](https://vpsdime.com/knowledgebase/getting-started/raising-a-support-ticket).
- **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](https://vpsdime.com/knowledgebase/client-area/support/vps-troubleshooter) frequently fixes the cause on the spot, faster than any ticket.

## Still need help?

You can [open a support ticket](https://vpsdime.com/open-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?"