A person reads every ticket
No chatbot triage, and no canned first reply that restates your question back at you. Every ticket reaches someone who can actually change something on the server.
48h on SEED, 24h on GROW, 12h on SCALE. Measured to a real reply.
Answered in 39 minutes against a 24-hour SLA
48-hour response SLA
24-hour response SLA
12-hour priority SLA
24/7, so we often open the ticket first
Two doors, one team behind them
Open a ticket
The main route. Goes straight to the team, with your plan's SLA attached.
Open a ticketsupport@grncommerce.com
Same queue, same people, if you would rather just write an email.
Send an email
An average response time is a way of not promising anything
Plenty of hosts advertise a fast average, which is true right up until you are the slow one. The commitment on each plan is a ceiling, measured from when you open the ticket to a real reply — an automated acknowledgement does not stop the clock.
Questions about support
Ask us insteadWhat counts as a response?
A substantive reply from a member of the team. An automated ticket acknowledgement does not stop the SLA clock.
Do you offer phone support?
No, and we would rather say so than list a number nobody answers. Tickets and email reach the same people, and a written thread means the next person has the full history.
What if my site is down right now?
Open a ticket and say so — outages jump the queue regardless of plan. In many cases monitoring has already alerted us and there is an incident open before you write.
Can you help with something that is not your fault?
Usually yes. DNS at another registrar, a plugin conflict, a mail client that will not connect — if we can see it, we will help you fix it.
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