Support
Customer Service
Common questions answered below. If you don't find what you need, the contact form on the right reaches our team directly.
Frequently asked questions
How do I sign up for a plan?↓
Browse the catalog at /us/services, pick a plan and a billing interval, then add it to your cart and check out. Auto-provisioned plans (most hosting tiers) are activated within minutes; manual plans (managed services, custom builds) are scheduled with our team after checkout.
How does billing work?↓
Recurring plans are charged on the cycle you pick at checkout (monthly, annual, or longer). Auto-provisioned plans charge at checkout; manual plans save your payment method up front and only charge once we activate the service. Renewals are charged automatically using the saved card.
What payment methods do you accept?↓
All major credit and debit cards via Stripe. We don't store your card details — Stripe handles all card storage on PCI-compliant infrastructure.
Can I cancel anytime?↓
Yes. Cancel from /us/account/services; the service stays active through the end of the current billing period and isn't renewed. We don't pro-rate refunds for partial periods (industry standard for hosting), but we won't charge you again after cancellation.
What happens to my data if I cancel?↓
After your service ends we keep a backup for 30 days in case you change your mind. After that, data is permanently deleted. Reach out before that 30-day window if you need an export.
How do I upgrade or downgrade my plan?↓
From /us/account/services, open the service and choose Schedule Plan Change. The change applies at your next billing date — no mid-cycle proration; you finish the current cycle on your current plan, then switch.
How do I get support?↓
Open a ticket from /us/account/tickets, or email [email protected]. For urgent production issues on managed plans, follow the escalation path in your service runbook.
What's your response time?↓
Standard tickets: same business day during US Pacific business hours. Managed Systems Plus customers get priority response with shorter SLAs documented in your service agreement.
Do you offer custom or enterprise pricing?↓
Yes — for custom software, hardware deployments, or anything outside our standard plans, fill out the inquiry form on /us/p/services/custom-software or use the contact form below.
How do I report a security issue?↓
Email [email protected] (or [email protected] if you can't reach security@) with details. We acknowledge security reports within one business day.
Other ways to reach us
- [email protected]
- Security reports
- [email protected]
- Account & tickets
- Open a ticket
- Located in
- Ashland, OR — serving clients globally