Human expert Support

Real engineers, working like your own team

Every plan includes 24/7 expert support from real engineers. The difference is how much we manage for you.

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FOR TECHNICAL ISSUES

Support ticket

Share context, screenshots, or logs.
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FOR URGENT HELP

Support via LiveChat

Ideal for urgent issues or quick questions.
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FOR QUICK ANSWERS

Knowledge base

Solve common issues without contacting support.
Browse all knowledge

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.

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. Switch levels any time.

Comparison of support features across Self-Managed, Managed Hosting, and VIP plans
Features Self-Managed Managed Hosting VIP
24/7/365 expert support availability ✓✓✓
Managed network & Frankfurt 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 ✓
  1. 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.
  2. 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.
  3. Applies to Pladinum-provided control panels (cPanel) only.
  4. 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.
  5. Daily encrypted offsite backups with 60-day rolling retention; restores available on request.

Need to connect with our experts?

Three support levels — Self-Managed, Managed Hosting, and VIP. Compare what's included above, and change your level any time.

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How can we help?

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

Getting started

Accounts & Workspaces

Billing, plans & pricing

Office

Your migration, handled start to finish

Switching hosts doesn’t have to be complicated. Our team handles your migration from start to finish so you can move to Pladinum without downtime or risk.
Learn more about migration

Need guaranteed response time and uptime?

For mission-critical websites and applications, we offer premium SLA-backed support plans with defined response times and uptime commitments.

Guaranteed uptime backed by SLA • Prioritized response and resolution times • Compensation in case of service disruptions

View premium support plans

Frequently asked questions

Our engineers are available 24/7/365 through support tickets, LiveChat, and WhatsApp. For urgent issues, LiveChat and WhatsApp put you in direct contact with an engineer — not a queue. VIP plans additionally include priority response backed by SLA.

Real 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.

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.

Our systems monitor your site continuously, and when something looks wrong we start investigating right away — often before you've noticed. If a fix requires changes on your side, we contact you for approval first, so nothing happens to your site without your knowledge.

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.

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.

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 extra cost.

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.