Self-managed support
Using our multi-channel support system, you have immediate access to our team and expertise. We’ll help with everything from initial deployment to application tuning.
If you’re having trouble, you’ve come to the right place. Just follow the steps below.
Step one: check the status
Visit our status page for 24/7 updates about server or network issues. You might also try entering your website’s URL into this site to see if it’s a local connectivity issue.
Step two: check the docs
We have done our best to document most of the problems we’ve seen to our help our customers get answers quickly.
Step three: file a ticket
Our fast-response ticket system will alert our on-call team immediately.
Please review our support hours section below for response times.
Support hours
Although we always respond to urgent issues immediately, response times for non-urgent issues vary based on both time and day of week.
Normal Business Hours Support: Monday through Friday 8am-8pm (Eastern time zone, GMT -5), exclusive of U.S. Holidays. This means that you if you submit a ticket during Normal Business Hours that it will be addressed promptly.
After Hours Support: Any time outside the Normal Business Hours range, inclusive of U.S. Holidays. This means Monday through Friday 8pm-8am (Eastern time zone, GMT -5) and all day Saturday and Sunday. During this time, we provide 24/7 support for issues of an urgent nature. Non-urgent issues will be promptly addressed during the next business day. Urgent requests are defined as any issue that you are unable to address yourself such as network connectivity or hardware issue that results in your server not being available by ping or ssh. Tickets submitted for issues regarding server or application configuration will be addressed during Normal Business Hours.