The response time depends on your billing plan, the request priority, and the workload of our agents.
A billing plan determines how and at what time we can respond to you. Three support modes are available:
- Round-the-clock support (24/7)
- Support during business hours (8-5) on business days
- No technical support. In this case, our agent cannot help you. But you always can find the answer to your question in our Knowledge Base — it describes how to configure our services and solve issues.
The request priority reflects the impact of service issues on your business. The more critical the problem, the sooner we will start solving it. You set the priority when sending a ticket from your Control Panel or in the chat on the website.
|
Priority |
Criteria |
Response time |
|
Very High |
Business-critical functions are unavailable, |
Within 30 minutes |
|
High |
Business-critical functions are partially unavailable |
Within 1 hour |
|
Normal |
Non-business-critical functions |
Within 2 hours |
|
Low |
You have a general question concerning |
Within 4 hours |
If you have an account in CDN, Streaming platform, Cloud, DDoS protection, Storage, or DNS, you can set the priority of the request and manage it in the My tickets section. Soon this functionality will be available for clients of Hosting.
When you send a request by email, it will be of the Medium priority by default. You can always ask to change the priority by sending an email to our agents.
We also reserve the right to lower the priority if the issue is not caused by errors of our service, or the priority is incorrect, or it does not meet our internal criteria.
Agent workload can affect the response time: if technical support is overloaded, the time will be increased. This is rare, we usually respond earlier than the established deadlines.