Standard support (included free)
- Ticket support for all active services, 24/7 submission
- Best-effort response ordered by urgency; hosting-down issues are prioritised
Premium Support (Store → Premium Support)
- Priority queue — your tickets jump ahead with faster target response times
- Phone-assist for urgent issues
- Covers how-to help and small fixes beyond pure hosting faults
AMC — Annual Maintenance Contract (Store → AMC Services)
- Proactive care: updates, patches, security monitoring, backup checks
- A monthly quota of changes/fixes done for you
- Incident response included — we act on monitoring alerts without being asked
Which do you need?
- Self-managed + rarely need help → Standard is fine.
- Business depends on quick answers → Premium Support.
- No in-house IT / want it handled end-to-end → AMC (includes priority treatment).
Getting the fastest resolution (any plan)
- One issue per ticket, on the right department
- Include: domain/service name, exact error text or screenshot, what changed recently, steps to reproduce
- Reply in the same ticket rather than opening duplicates — duplicates reset the queue position
