Documentation Index
Fetch the complete documentation index at: https://help.noxity.io/llms.txt
Use this file to discover all available pages before exploring further.
Updated: April 30, 2026
By Matic BončinaFounder
Review pending
Channels
| Channel | Best for | Hours | Response target |
|---|---|---|---|
| Live chat | Quick “is this expected?” questions, anything where 5 minutes of back-and-forth gets you unstuck | Business hours (Europe/Ljubljana, 09:00–18:00, Mon–Fri) | First reply in under 5 minutes during hours |
| Ticket | Account checks, config changes on our end, anything you want a paper trail for | 24/7; we triage every ticket in rotation | Under 1 hour for the first reply on Basic; under 30 min on Power |
| Discord | Sharing patterns, cross-checking with other Noxity users | 24/7 community-driven; Noxity team chimes in during hours | Best-effort; not staffed for incident response |
What we’ll touch on your behalf
Concretely, what counts as “support” depends on whether the work is on infrastructure we operate or on configuration that lives inside your account.| Layer | Who handles it |
|---|---|
| Server hardware, hypervisor, OS, backups | We do, no questions |
| cPanel itself, WHM, mail server, MySQL server, web server | We do; we’ll patch, restart, troubleshoot, restore |
| Your DNS records, your email accounts, your databases | You drive; we help when stuck and will make changes on request with a clear instruction |
| Your application code (WordPress plugins, custom PHP, Laravel apps) | You own; we’ll narrow down the cause and recommend a fix but won’t write code |
| Third-party services pointed at your account (Cloudflare, MailGun) | You own; we’ll help with the integration side that crosses our boundary |
Response targets
Targets are first-reply times, not resolution times. For most tickets we resolve on first reply; complex issues (data recovery, registry escalations) follow up on a longer cycle.- Basic plan tier. First reply in under 1 hour during business hours, under 4 hours overnight. Live chat is unlimited within hours.
- Power plan tier. First reply in under 30 minutes 24/7. Tickets flagged “urgent, site down” page our oncall directly.
- Add-on emergency. Direct phone line and a guaranteed 15-minute first-reply, including weekends and holidays.
How to write a ticket that gets resolved fast
You don’t owe us a perfect bug report, but the more of these we have on the first message the less back-and-forth:- What you tried to do. The action, not just the goal. “Tried to install plugin X via WP Toolkit” beats “WordPress is broken”.
- What you expected. The success state.
- What actually happened. The failure, including any error message verbatim. Screenshots help when the error is in a UI; copy-paste helps when it’s in a log.
- The domain or product the question is about. If it’s account-wide, just say so.
- What you’ve already tried. Saves us suggesting steps you’ve already done.
- When the issue started. Recent change, new behaviour, or always been broken.
What we don’t do
A few things that aren’t part of standard support, so you know to factor them in elsewhere:- Custom application work. Building a feature for your WordPress site, debugging your custom Laravel queries, writing a webhook that connects two services. That’s developer work, not hosting support. We can recommend developers; we don’t quote development.
- Billing disputes mid-ticket. Billing questions stay in the Billing queue and don’t pre-empt technical work. Same applies in reverse.
- Account recovery for someone we can’t verify is the owner. ICANN policy and our own internal rules require the registered email to drive any account-level change. If the email is lost, recovery routes through document verification, not chat.
- Work on infrastructure we don’t operate. Cloudflare, GitHub Actions, your local DNS resolver, your office router. We’ll point you at the right docs but we don’t have access to fix it from our side.
Common questions
What counts as 'business hours'?
What counts as 'business hours'?
Europe/Ljubljana time, Monday to Friday, 09:00 to 18:00 local. Public holidays in Slovenia shorten staffing; we keep oncall coverage for tickets but live chat may be slower. Our status page carries reduced-staffing notices when applicable.
Is support multi-language?
Is support multi-language?
English is the primary language across all channels. Slovenian and Croatian are available on tickets and chat; flag the language at the start of the ticket and we’ll route to a native speaker if one’s available within the response target.
Can I add a teammate to my ticket thread?
Can I add a teammate to my ticket thread?
Yes. Add them as a secondary contact in the Members Area (Profile → Contacts → Add new contact) and tick Receive support emails. They’ll be CC’d on the thread and can reply directly from their inbox.
Do you offer phone support?
Do you offer phone support?
Not as a standard channel; phone is a poor fit for technical hosting issues that often need shared screens or copy-pasted logs. The emergency add-on, where applicable, includes a direct line.
What if I disagree with a support answer?
What if I disagree with a support answer?
Reply on the same ticket and ask to escalate. We’ll loop in a senior engineer or, for billing and policy questions, a manager. Escalation isn’t a bad word; sometimes the first answer wasn’t the right one and we’re happy to revisit.
Need a hand?
Open a ticket
Best for anything that needs an account check or a config change on our end.
Live chat
Faster for quick questions during business hours.
Sources
Sources
These guides were ported from our legacy knowledgebase by AI, then reviewed and extensively tested by humans before publication to ensure the migration went through smoothly.