How to Get Support
Submit a ticket, use live chat, and get faster responses by including the right details upfront.
4 min read
This page covers how to reach us, which channel to use, and what to include so we can answer quickly.
Support Channels
| Channel | Best For | Availability |
|---|---|---|
| Support tickets | Technical issues, account changes, anything that needs a paper trail | 24/7 |
| Live chat | Quick questions, billing queries, general help | Mon–Fri, 09:00–18:00 UTC |
| Knowledge base | Self-service - you’re already here | Always |
Tickets are the fastest path to our engineering team. Live chat is handled by our support staff and is best for simple, quick questions.
Submitting a Support Ticket
- Log into cp.gozenhost.com
- Click Support → Open Ticket
- Select a department:
- Technical Support - server issues, errors, performance problems
- Billing - invoices, payments, refunds, upgrades
- Sales - pre-purchase questions, custom quotes
- Fill in the subject and description
- Click Submit
What to Include
The more detail you give upfront, the fewer back-and-forth messages are needed. Always include:
- Service name or IP address - so we know which server you’re talking about
- What you expected to happen vs what actually happened
- Error messages - copy-paste the exact text, don’t paraphrase
- When it started - “It broke 2 hours ago” is more useful than “it’s not working”
- What you’ve already tried - saves us from suggesting things you’ve already done
Example of a Good Ticket
Subject: 502 Bad Gateway on example.com since 14:00 UTC
Server: VPS - 198.51.100.42
I’m getting a 502 Bad Gateway error on example.com. It started around 14:00 UTC today. Nginx is running but PHP-FPM seems to have crashed:
systemctl status php8.2-fpm ● php8.2-fpm.service - The PHP 8.2 FastCGI Process Manager Active: failed (Result: exit-code)I tried restarting it with
sudo systemctl restart php8.2-fpmbut it fails immediately. Logs show a memory allocation error.
This kind of ticket gets resolved fast because the engineer can jump straight into the problem.
Example of a Slow Ticket
Subject: Site down
My website isn’t loading. Please help.
This ticket will get a response asking for your domain, server IP, error messages, and when it started - adding hours to the resolution time.
Can’t Reach Your Server? Send an MTR
If your server is completely unreachable - ping times out, SSH won’t connect, or your site loads from some locations but not yours - the problem is often on the network path between you and the server, not on the server itself. An MTR (My Traceroute) report shows us exactly where packets are being dropped or delayed, which is the fastest way to tell whether the issue is at your ISP, somewhere in transit, or on our network.
On Linux or macOS:
mtr -rwbzc 100 your.server.ip
Let it run the full 100 cycles, then copy the entire output.
On Windows:
Download WinMTR (portable, no install needed). Enter your server IP in the Host field, click Start, leave it running for at least 100 cycles, then click Copy Text to Clipboard.
Include in your ticket:
- The full MTR output (paste as text, not a screenshot - we need to read the hostnames)
- Your approximate location and ISP (e.g. “Comcast, Seattle, USA”)
- Whether the issue is constant or intermittent
- A second MTR from a different network if you can (mobile hotspot, friend’s connection) - confirms whether the problem follows you or the server
Response Times
| Priority | Target Response Time |
|---|---|
| Critical (server down, data loss risk) | Under 1 hour |
| High (service degraded, errors) | Under 4 hours |
| Medium (questions, configuration help) | Under 12 hours |
| Low (feature requests, general info) | Under 24 hours |
These are targets, not guarantees - but we hit them consistently. Complex issues may take longer to fully resolve, but you’ll get an initial response within these windows.
Live Chat
Click the chat icon in the bottom-right corner of our website or client area. Live chat is available Monday to Friday, 09:00 – 18:00 UTC.
Good for:
- “How do I change my billing cycle?”
- “Where do I find my nameservers?”
- “Can I upgrade from shared to VPS?”
Not ideal for:
- Complex server debugging (open a ticket instead)
- Anything requiring file access or SSH (we can’t do that through chat)
Escalation
If your issue isn’t getting resolved or you feel it’s been misclassified:
- Reply to the existing ticket asking for escalation - don’t open a new one
- Our team leads review escalated tickets within 2 hours during business hours
- For billing disputes, reply to the billing ticket with “escalate” in the subject
What to Do Next
- Your First 10 Minutes After Signup - find your server IP and credentials
- Connecting to Your Server via SSH - connect to diagnose issues yourself
Last updated 21 Oct 2026, 00:00 +0300.