> ## 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.

# Support overview

> How Noxity support works: chat, ticket, Discord, response targets by plan, and what we'll touch on your behalf.

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    Updated: April 30, 2026
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          By <strong className="font-semibold">Matic Bončina</strong>
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          Founder
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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.

## 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                   |

Open chat and tickets from the **Help** menu in the [Members Area](https://members.noxity.io). Discord lives at [discord.noxity.io](https://discord.noxity.io).

## 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                 |

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

## 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.** {/* TODO: confirm if Noxity offers a paid emergency support add-on or remove this row */} 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.

## 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.

## 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

<AccordionGroup>
  <Accordion title="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](https://status.noxity.io) carries reduced-staffing notices when applicable.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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. {/* TODO: confirm whether the paid emergency add-on includes a phone line */} The emergency add-on, where applicable, includes a direct line.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Need a hand?

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  <Card title="Open a ticket" icon="life-ring" href="https://members.noxity.io/submitticket.php">
    Best for anything that needs an account check or a config change on our end.
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  <Card title="Live chat" icon="messages" href="https://noxity.io/contact">
    Faster for quick questions during business hours.
  </Card>
</CardGroup>

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  <Accordion title="Sources" icon="book-bookmark">
    * [Check your inbox](/home/essentials/check-your-inbox)
    * [No email received?](/home/essentials/no-email-received)
    * [FAQ](/home/essentials/faq)
    * [Status page ↗](https://status.noxity.io)
    * [Discord ↗](https://discord.noxity.io)

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      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.
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