Support — Get Help With Your Hosting | Offshore Hosting

If something is not working, or you are unsure how to do something on your hosting account, this page explains how to reach us and what to expect. We aim to give you a clear answer, not a runaround — and when a problem is outside hosting, we will say so and point you in the right direction.

Open a Support Ticket

Support tickets are our main support channel. A ticket keeps the full history of your issue in one place, so nothing gets lost between messages.

Ticket route (staging): the support ticket system is being prepared for launch. Ticket submission details are [TO BE CONFIRMED BY OWNER].
Until the ticket system is live, contact details are [TO BE CONFIRMED BY OWNER].
When you write in, include: your account email or domain name, the service affected, what you were doing when the problem appeared, and the exact error message if there is one. The more specific you are, the faster the answer.
Do not send passwords in a ticket. Support will never ask for your password. If we need access to investigate, we will tell you exactly what access is needed and why.

Your Account

Account login: the customer account area is [TO BE CONFIRMED BY OWNER — URL and access details].
From your account you can manage your services, domains, and billing, and view your tickets. Keep your account password strong and private, and enable two-factor authentication if it is offered.
If you cannot log in, use the password reset option on the login page, or contact support from the email address on the account so we can verify you.

Search the Knowledge Base

Many common questions are answered in the Knowledge Base: setup guides, explanations of hosting features, and step-by-step instructions for everyday tasks.

Browse the Knowledge Base before opening a ticket — the answer may already be there.
If a Knowledge Base article does not solve your problem, open a ticket and mention which article you followed. That tells support exactly where you got stuck.

What We Can Help With

Hosting setup, server availability, and account access
DNS and domain configuration on our side
SSL certificates provided with your plan
Backups and restoration included with your plan
Identifying whether a problem is caused by hosting, by your application, or by a third party

What We Cannot Help With

Writing or fixing your website’s code, themes, or plugins
Fixing bugs in third-party scripts — those belong to the script vendor (see our Envato Hosting page)
Your payment gateway accounts or your merchant contracts
Trading decisions, strategies, or broker platforms (see our Forex Hosting page)
Recovering data that was never backed up

If you need help in one of these areas, we will tell you plainly and suggest the right kind of help, rather than keep you waiting on a ticket we cannot resolve.

Response and Escalation Expectations

Response times: [TO BE CONFIRMED BY OWNER]. Response times depend on the severity of the issue and on support hours.
Support hours: [TO BE CONFIRMED BY OWNER].
Severity: an outage affecting all of your services is treated with more urgency than a general question. Say clearly in your ticket if a service is down, and what is affected.
Escalation: if your ticket has not been resolved and you believe it has stalled, reply to the same ticket asking for an update or escalation. Do not open a second ticket about the same issue — that splits the history and slows the response.
Emergencies: if a service is down, report it in a ticket immediately with the words “service down” in the subject and the affected domain or service name.

Before You Contact Support

A few checks save time for both sides:

Check our Status page to see whether a known issue is already being worked on.
Note the exact error message, including any error codes.
Note when the problem started and whether anything changed just before it — an update, a new plugin, a settings change.
Try the same action in a different browser or after clearing your browser cache, if the problem is with a panel or a website display.

Frequently Asked Questions

How do I contact support?
Through the ticket route described above. Contact details are being confirmed for launch and will be published here.

Do you offer phone or live chat support?
Availability of phone and live chat support is [TO BE CONFIRMED BY OWNER].

Will support log in to my account?
Only when needed to investigate, and only with your permission. We will never ask for your password.

How do I report abuse?
Use our Report Abuse page. Do not use the support ticket route for abuse reports.

What if I disagree with a support answer?
Reply to the ticket and say so. Ask for the reasoning, or for the issue to be escalated. A disagreement is not a reason to open a duplicate ticket.

I lost access to my account email. What now?
Contact support from another address and explain the situation. We will ask for verification before changing the email on an account, to protect the account holder.

Get Help

Start with the Knowledge Base, check the Status page, and then open a ticket with as much detail as you can. The clearer the report, the faster the resolution.