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Updated: April 30, 2026
Matic Bončina
By Matic BončinaFounder
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Like what you see?Tired of your old host?Switch to Noxity. 60 days, no card on file.Try free → This page covers how to reach us, how fast we reply, and where the line sits between work we’ll do on your behalf and work that’s yours to drive.

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Channels

Open chat and tickets from the Help menu in the Members Area. Discord lives at discord.noxity.io.

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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. If you’re not sure which side of the line a question lands on, ask. Worst case we redirect; usually we just help.

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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.
Targets apply to actions that depend on us. If a ticket is waiting on information from you, the clock effectively pauses until you reply.

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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:
  1. What you tried to do. The action, not just the goal. “Tried to install plugin X via WP Toolkit” beats “WordPress is broken”.
  2. What you expected. The success state.
  3. 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.
  4. The domain or product the question is about. If it’s account-wide, just say so.
  5. What you’ve already tried. Saves us suggesting steps you’ve already done.
  6. When the issue started. Recent change, new behaviour, or always been broken.
For “site is down” tickets specifically, include the URL we should hit to reproduce. We can usually confirm the down state from our side in under a minute if we know exactly where to look.

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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.

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Common questions

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.
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.
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.
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.
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.

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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.
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.