If your server is unresponsive, running slowly, or you need it rebooted for any reason - don't initiate the reboot yourself. Open a support ticket and we'll handle it.
When to contact us
Open a ticket any time you notice:
- Websites aren't loading - timeouts, 5xx errors, or slow responses across all sites on the server
- Can't connect to WHM, cPanel, SSH, or FTP - if they're all unreachable, it's likely a server-level issue. If you can connect from a different network (phone hotspot, etc.), it's likely just your IP being blocked by the firewall - you can unblock it yourself, see Using CSF to unblock, whitelist, and block IPs
- Email is not sending or receiving - could be a service issue, firewall block, or deliverability problem
- High server load or performance issues - sites loading slowly, dashboards sluggish
- Unexpected messages - alerts from cPanel, security warnings, suspicious login activity
- You want to reboot the server - after applying updates, clearing a hung process, or any reason
- Anything unusual - if it looks wrong, tell us and we'll investigate
How to open a ticket
- Log in to the client area.
- Go to Support → Open New Ticket (or use the "Open Ticket" shortcut on the home page).
- Select the Tech Support department.
- Choose your server from the Related Service dropdown - this helps us jump straight to the right server.
- Describe the issue. Include:
- What you're seeing (error messages, slow pages, no response)
- When it started
- What you've already tried, if anything
- Whether it affects one site or everything on the server
- Submit.
For reboots specifically
If you just need the server rebooted (not a performance investigation), say so directly in the ticket:
"Please reboot my server [hostname] at your earliest convenience. No rush / or ASAP."
A couple things to know:
- Reboots take about 2-5 minutes for VPS, 5-15 minutes for dedicated servers (hardware POST + boot + service startup)
- All websites, email, and other services on the server will be briefly unreachable during the reboot
- We coordinate with our datacenter monitoring so the reboot doesn't trigger a false-positive intervention
- We'll confirm back once the server is up and services are running normally
Urgency and response times
Tickets are monitored continuously. For outage-level issues (server down, all sites offline), include words like "urgent" or "server down" in the subject - we prioritize these.
If the issue is time-sensitive outside of normal working hours, our 24/7 monitoring team will respond to genuine emergencies even late at night.
What we'll do
For a typical server issue, we'll:
- Connect to the server and check service status, logs, and system resources
- Identify the root cause (if there is one - sometimes a reboot is the fastest fix)
- Fix it or reboot as needed, coordinating with our datacenter to avoid monitoring interventions
- Verify everything is running normally
- Update you with what we found and did
Self-managed servers
If you specifically opted for a self-managed server (common with Windows VPS and dedicated servers), the reboot advice above still applies - we still need to coordinate with datacenter monitoring even if you're handling the server yourself. Open a quick ticket to let us know before you reboot, and we'll disable monitoring for the duration so you don't trigger a false alarm.
