What support covers

What this is#

Our services are self-managed: the server is yours to run, and we look after everything underneath it. This explains where the line sits in practice, what's always on us, what's yours with our help, and what isn't offered.

Always on us#

Anything about the platform your VPS runs on is our job, and we fix it, no "best effort" about it:

• The VPS not starting, or the node it lives on having trouble
• Network problems on our side (connectivity, routing, packet loss)
• Performance issues caused by our infrastructure
• Client-area features not working (console, backups, reinstall, graphs, and so on)

If you're seeing any of these, open a ticket. If your VPS is unreachable, the My VPS is Down page can often fix the cause on the spot before a ticket is even needed.

Yours, with our help#

The software you run on the VPS, your web server, database, sites, apps, and their configuration, is your responsibility. But you're not left in the dark:

• If the fix is quick and obvious, we'll often just sort it or tell you exactly what to do.
• If it's more involved, we'll point you in the right direction, and we'll keep answering your questions.

Help with your own software is best-effort, a courtesy on top of the service rather than part of it. In practice our team helps with this kind of thing every day.

And a privacy note: we don't access your VPS uninvited. We only look inside it when you ask us to check something, so your data stays yours.

Not offered#

We don't do software installation, done-for-you migrations, or ongoing server administration. If you'd rather hand the server work to someone, see Software and server management for what we suggest instead.

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, with the exact error if there is one,
• whether it looks like a platform problem or something in your own stack.

Related questions#

• "What does self-managed or unmanaged mean?"
• "Is my VPS managed?"
• "What does your support cover?"
• "Can you fix an issue on my server for me?"
• "Whose responsibility is the software on my VPS?"
• "Will you log into my server or look at my data when helping me?"