Helpdesk
Pick the right channel and you get an answer sooner. Below is what each one is for, and how quickly we respond.
Two things worth trying first
What do you need help with?
How fast we respond
- Critical fault in working hourswithin 2 hours
- Critical fault outside working hourswithin 4 hours
- Everything elsewithin 8 working hours
These are not marketing numbers. They are contractual, set out in the service level agreement. For a critical fault the clock runs without interruption, weekends and holidays included; for everything else it runs during working hours.
Read the SLAWhen we are here
Monday to Friday, 9:00 to 17:00 CET
Tickets can be submitted at any time. Outside these hours we answer on the next working day.
Frequently asked
Where do I open a ticket?
In the customer portal, under your service. A ticket beats e-mail because it arrives with your account and service already identified, which is usually half the answer.
My site is down. What do I check first?
Check whether the domain is still registered and pointing at us, whether the last change to the application could have caused it, and whether an invoice is unpaid. If none of those, open a ticket marked as a critical fault.
How do I restore a backup?
Shared hosting accounts are backed up daily and kept for 14 days. You can restore it yourself in cPanel at any time, free of charge, or ask us and we will do it within 24 hours on working days. VPS and dedicated servers are not backed up by us.
Can you migrate my site from another provider?
Yes, and at no charge. Tell us what you are running and where, and we will handle the move.
How long does a domain transfer take?
It depends on the registry, usually a few days. If you are leaving us, we issue the authorisation code free of charge within 5 working days.
When are services renewed and how am I told?
Services renew automatically. Domains you switch off in the portal; for other services you send a cancellation request. We issue a proforma invoice 30 days ahead and remind you 30 and 5 days before renewal.
My e-mail is not being delivered. Why?
Most often SPF, DKIM or DMARC records are missing or wrong. Hosting also has an hourly sending limit per domain, which depends on your plan - see article 4.1 of the Acceptable Use Policy.
I am not happy with how something was handled.
Write to us first - most of it is a misunderstanding we can sort out. If we cannot agree, you can turn to the Czech Trade Inspection Authority, and the complaints procedure is part of our terms.