What to expect from VPS GB support
How support works, and how to get an answer faster.
Check the status page first
The status page says what is up, what is not, and what we are doing about it. If your problem is already there, you do not need to tell us, though you are welcome to.
How we answer
Every request becomes a ticket. We email you when we reply, and you read and answer it on Support tickets. Tickets are triaged on the kind of problem and how much it is affecting you, so choose those honestly on the form: "It has stopped working completely" is how we see what is urgent.
We do not offer a service level agreement or service credits unless we have agreed one with you in writing. See Availability in our terms.
Help us fix it faster
- Choose the right service on the form, so we look at the right thing.
- Say what you expected and what happened instead, with the exact error message if there was one. A screenshot helps.
- Say what you have tried, so we do not suggest it again.
- For a server, check the console and the Boot log tab first. If you cannot get in, try Reset access.
- Slow server? Look at what is using the processor and memory from the console. If it is simply busy, a bigger plan may be the answer.
Back up what matters
Unless you have bought a backup service from us, keeping copies of what is on your services is your responsibility. See Snapshots and backups.