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Support
Engineers who work like your own team
Every plan includes 24/7 expert support from our engineers. The difference is how much we manage for you.
🚨🚨🚨
👍✓✓
Javier Moreno Torres Hosting Engineer
- WordPress expertise★★★★★
- Hosting & servers★★★★★
- Kindness★★★★★
- Professionalism★★★★★
How we handle performance issues
Most performance issues are not caused by the server itself. Our engineers identify the real root cause and provide clear, actionable guidance, often without requiring server upgrades.
Real diagnosis, not guesswork
We measure your server's response time first, so we know from the start whether the server is even the problem.
Every layer profiled
Database queries, theme rendering, and every active plugin get timed individually until we find what's actually slow.
The exact cause, named
Not "optimize more" — we tell you the specific plugin, query, or setting causing the slowdown.
No unnecessary upsells
If your server isn't the bottleneck, we say so. You're never sold an upgrade you don't need.
$ curl -o /dev/null -s -w 'TTFB: %{time_starttransfer}s' https://client-shop.example
TTFB: 0.157s ✓ server healthy — not the problem
$ wp profile stage --all
database queries ........ 0.31s ✓
theme rendering ......... 0.42s ✓
plugin: slider-bundle ... 3.42s ⚠ root cause
→ fix: replace one plugin. No server upgrade needed.
Choose how much we manage for you
Same engineers and 24/7 support on every plan. The levels only change how much of the work we take off your hands, and you can switch anytime.
| Features | Self-Managed | Managed Hosting | VIP |
|---|---|---|---|
| 24/7/365 expert support availability | ✓ | ✓ | ✓ |
| Managed network & global datacenter infrastructure | ✓ | ✓ | ✓ |
| Hardware monitoring & replacement 2 | ✓ | ✓ | ✓ |
| DDoS protection & network firewall | ✓ | ✓ | ✓ |
| Daily encrypted offsite backups 5 | ✓ | ✓ | ✓ |
| OS & control panel updates, security patches 3 | ✓ | ✓ | |
| Server-side troubleshooting & performance tuning 2 | ✓ | ✓ | |
| WordPress core, theme & plugin updates 4 | ✓ | ✓ | |
| Malware scanning & removal | ✓ | ✓ | |
| Free migration & restore assistance | ✓ | ✓ | |
| Content updates: text, images, products 1 | ✓ | ||
| Design changes & new page builds 1 | ✓ | ||
| Monthly performance & health report | ✓ | ||
| Priority response & dedicated engineer | ✓ |
- VIP content and design updates include up to 5 requests per month, individual tasks up to approximately 30 minutes. Larger changes and new projects are quoted separately.
- Some interventions may require your authorization before we proceed. In these cases we contact you for approval to ensure issues are resolved correctly. Full details in our Scope of Support.
- Applies to Pladinum-provided control panels (cPanel) only.
- WordPress core, theme, and plugin updates are applied on our release schedule. Compatibility issues caused by custom or third-party code are resolved on a best-effort basis.
- Daily encrypted offsite backups, restore yourself anytime, no fees.
Find help by topic
Find guidance and documentation for all our hosting products.
WordPress & WooCommerce
Hosting & cPanel
Email hosting
Domains
Security
SSL Certificate
VPN & Secure access
Servers
Migrations
Backups & Restore
Performance & Speed
Managed services
Accounts & Workspaces
Billing, plans & pricing
Office
Getting started
Your migration, handled start to finish
Switching hosts doesn't have to be complicated. Our team manages the whole move, so you can switch to Pladinum without downtime or risk.
Your WordPress or WooCommerce site, files and database and all, moved and tested before anything goes live. Email comes with it.
Transfer your domain to us, or point it here while it stays where it is. Either way, we handle the DNS so nothing breaks in between.
Moving whole servers or infrastructure, including multi-server setups, is a different job, handled by our systems team.
✓
Weening Advocaten
weeningadvocaten.nl
Migration completed
✓
Akobian Real Estate
akobianhomes.com
Migration completed
Sol & Mar Hotels
solymarhotels.com
Migrating… 78%
Frequently asked questions
Can't find your answer here? Our engineers reply personally, usually within hours.
How quickly will I get help when I need it?
Our engineers are available 24/7/365 through support tickets, LiveChat and WhatsApp put you in direct contact with an engineer, not a queue. VIP plans additionally include priority response backed by SLA.
Do I talk to real support staff, or first-line agents?
Our engineers, from the first message. There are no scripted first-line agents, no departments to fight through, and no being passed around. The person who answers is the person who can actually log in and fix it.
What is the difference between the three support levels?
Every plan gets the same engineers and the same 24/7 availability. The levels differ in how much we manage for you. Self-Managed covers the platform and infrastructure, Managed Hosting adds server and WordPress maintenance, and VIP adds content and design updates on top. Compare everything that's included.
What happens if my website goes down?
Our systems monitor your site continuously, and when something looks wrong we start investigating right away, often before you've noticed.
Can you help if my website is hacked?
Yes. Managed Hosting and VIP plans include malware scanning and removal. If your site is compromised, our engineers clean it up. On Self-Managed plans, we assist with cleanup on request.
Do you fix plugin and theme conflicts?
On Managed Hosting and VIP, we apply WordPress core, theme, and plugin updates and resolve the conflicts they cause. Issues originating in custom or third-party code are handled on a best-effort basis, and we'll always tell you honestly what we found and what we recommend.
Are my backups automatic?
Yes. Every plan includes daily encrypted offsite backups with rolling retention, stored independently from your server. If something goes wrong, restoring is one support message away, at no cost to you.
Can you also update my website's content or design?
That's exactly what VIP is for. Beyond hosting and WordPress maintenance, VIP includes content updates (text, images, products) and design changes each month, handled by the same team that runs your hosting. Larger projects are quoted separately, so there are never surprises.
Talk to the team that runs your hosting
Real questions get real answers, day or night. Start a chat whenever something needs fixing.