Support

Support from people who can fix it.

Engineers in Amman, in your working week and your language — not a script and a three-day wait.

The difference is not response time

Plenty of hosts reply quickly. What matters is whether the person replying can diagnose the problem, has access to the server to fix it, and understands your setup well enough to recognise the pattern.

We keep support close to the engineering. The people answering have access to the platform, the monitoring and the account history, so a problem gets investigated on first contact instead of escalated through three tiers of copy-and-paste.

How to reach us

Phone

For anything urgent — a site down, mail not flowing, or a change that needs to happen now. Fastest route to a person.

WhatsApp

Convenient for quick questions, screenshots and back-and-forth without a formal ticket. Widely used by our customers.

Email

Best for anything with detail attached: error messages, logs, or a description that needs more than a sentence.

Arabic and English

Support in both, from a local team. No translation layer between you and the engineer.

Local hours

We work your week, not a timezone eight hours away. Urgent issues outside hours are covered by arrangement.

Account history

We keep a record per account, so you are not re-explaining your setup every time you get in touch.

What we help with

  • Site down or erroring — diagnosed at the server, not guessed at.
  • Email problems — delivery, spam filtering, client configuration.
  • DNS changes — made carefully, with the previous state recorded.
  • SSL and HTTPS — certificates, renewals and mixed-content warnings.
  • Backups and restores — including restoring a single file or table.
  • Performance — investigating what is actually making a site slow.
  • Migrations — moving sites in, and out if you ever decide to leave.
  • cPanel questions — including walking you through it if you are new.

Getting a fast answer

A few details turn a three-message exchange into one reply.

Not a requirement, just what helps. If you send these with the first message, we can usually go straight to investigating instead of asking you questions first.

  • The domain affected — obvious, but frequently missing.
  • The exact error message, ideally a screenshot rather than a paraphrase.
  • When it started, and whether it worked before.
  • What changed recently — a plugin, a DNS record, a password.
  • Who else is affected — everyone, or just one person or device.

Support questions

Is support included?
Yes. Support for the hosting platform, your account, email, DNS and SSL is included with every plan. It is not an upsell.
Do you help with the website itself?
Within reason. We will help with WordPress problems, plugin conflicts and performance issues on sites we host. Building new features or redesigning a site is development work rather than support, and we will say so and quote it separately.
What about out of hours?
Monitoring runs continuously and platform-level incidents are responded to whenever they happen. For account-specific urgent issues outside business hours, the arrangement is set out in your agreement rather than left ambiguous.
Can you talk to our developer directly?
Yes, and it is often faster. Authorise them on the account and we will deal with them on technical matters without relaying everything through you.

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