Support
How to reach us, and what happens when you do
Response targets are targets, not guarantees. We write them the way we mean them.
Hours
When we are at the desk
Monday–Friday, 9:00 AM – 5:00 PM MST
Excluding US federal holidays. MST is fixed year round. These hours do not shift for daylight saving. Nine o’clock means the same thing in January as it does in July.
- Support email
- support@vettahosting.com
- Maintenance window
- Sundays, 10:00 PM – 2:00 AM MST
By plan
Channels and response targets
| Plan | Channels | Target first response |
|---|---|---|
| Launch | 2 business days | |
| Growth | Email, phone | 1 business day |
| Scale | Email, phone, priority queue | 4 business hours |
| Dedicated | Named contact | Per agreement |
After hours
What happens overnight
Outside support hours, automated monitoring keeps running, and platform-level incidents affecting multiple customers are handled as they are detected. Nobody has to call us for that to happen.
Individual after-hours support for a single account is available as a paid emergency callout, billed per incident. It is on theplans page at the published rate, because a surprise invoice is worse than a rate you already knew about.
Reporting
What to include when something breaks
- The URL or the part of the application affected
- What you expected and what happened instead
- When it started, as close as you can place it
- Any error text on screen, copied or photographed
- Whether anyone else can reproduce it
None of this is required. Send what you have — a one-line email that says the site is down is a perfectly good ticket.
Next step
Not a customer yet?
Tell us what you are running and we will tell you which plan covers it.
Talk to us