Fast Hive support is staffed by real engineers, every hour of the year. This article sets out plainly what that covers, what sits outside it, how requests are prioritised, and how to escalate when something is genuinely urgent - so you know what to expect before you need us.
What is included
| Area | Examples |
|---|---|
| Server and network | Outages, performance at server level, firewall and IP blocks, resource limits |
| cPanel and WHM | Access problems, tools behaving unexpectedly, permissions and ownership |
| Delivery failures, mail log investigation, SPF/DKIM/DMARC, routing | |
| DNS and domains | Records, nameservers, propagation, transfers, registry-level problems |
| SSL | Issuance failures, installation, chain problems |
| Backups | Restores from nightly snapshots, and help recovering lost data |
| Migrations | Moving from another host - free, including databases and mailboxes |
| Diagnosis | Reading server and error logs to identify what is failing, even when the cause is in your own code |
That last line matters. If your site throws a 500 error, we will read the logs and tell you which plugin or file is responsible - that is diagnosis, and it is included.
What sits outside hosting support
Being straightforward about this saves everyone time:
- Writing or debugging your application code. We will identify the failing file; rewriting it is development work.
- Building or designing websites. Themes, layouts, content and configuration of your CMS.
- Third-party plugin and theme support. Their vendors know their code; we do not.
- SEO, marketing and content.
- Training on WordPress or other applications.
- Recovering data you never backed up, beyond what our snapshots hold.
- Operating system administration on an unmanaged VPS. You have root access, and what you install is yours to run - though we support the platform underneath it and will always advise.
Choosing the right department
| Department | Use for |
|---|---|
| Technical Support | Anything broken, slow or misconfigured. Compromises and migrations. |
| Accounts & Billing | Invoices, refunds, renewals, cancellations, ownership changes. |
| Sales & Solutions | Questions before buying, plan sizing, upgrades, reseller pools. |
| Abuse Complaints | Reporting spam, phishing or abuse from a Fast Hive service. |
How requests are prioritised
Support runs 24/7, and urgent service-affecting problems are handled ahead of general questions. In rough order:
- Platform incidents affecting many customers.
- A single account down - website or email offline.
- Security matters - suspected compromise or active abuse.
- Degraded service - working but slow or partially broken.
- Configuration help and questions.
- General enquiries.
Say clearly in your first message if a site is fully down and losing business. Genuine urgency is respected - which is exactly why it is worth reserving the word for when it applies.
Getting a faster resolution
- One issue per ticket. Three unrelated problems in one message all wait for whoever can solve the hardest.
- Include evidence. The exact URL, the exact error text, when it started, what changed, and the last lines of the error log.
- Say what you have already tried, so we do not repeat it.
- Reply promptly. A ticket waiting on you is not being worked on.
- Keep it in one thread. A second ticket for the same problem splits the history.
- Open tickets from inside the client area so they are automatically verified as yours, avoiding identity checks.
Escalation
If a ticket is not progressing:
- Reply on the existing ticket asking for an update. Reference the ticket number and summarise the current state.
- Say what the business impact is. "Checkout has been down for six hours and we are losing orders" is information we act on.
- Ask explicitly for escalation if it is still not moving.
- Use another channel for something genuinely critical - phone or live chat, via Contact Us.
Opening duplicate tickets slows things down rather than speeding them up.
Your responsibilities
Some things only you can do, and they materially affect how much we can help:
- Keep applications, themes and plugins updated. Out-of-date code causes most compromises.
- Take your own backups. Our snapshots are a safety net, not a substitute.
- Keep contact details current, so warnings reach you.
- Keep domains renewed and auto-renew enabled.
- Use strong, unique passwords and enable two-factor authentication.
- Follow the Acceptable Use Policy.
Frequently asked questions
Is support really available at night and weekends?
Yes - 24/7, every day of the year, by ticket, phone, email and live chat.
Will you fix my broken plugin?
We will identify which plugin is failing and why, from the logs. Fixing the plugin's code is its vendor's job or a developer's.
Do you charge for support?
Support of your services is included. Work well beyond that scope may be chargeable, and we would tell you before doing anything billable.
Can you log in to my WordPress admin to fix something?
We work at server and account level. If application access is genuinely needed we will discuss it with you first - never send credentials unprompted.
What if I disagree with an answer?
Say so on the ticket and explain why. If we have misread the situation we would rather know. Ask for escalation if you still disagree.
How do I give feedback about support?
Reply on the ticket, or open one with Accounts & Billing. Specific feedback - good or bad - is genuinely useful.
