Support
Who answers your ticket, and how fast.
Technical requests go to the helpdesk in the client portal, which is open 24/7. Our target is a first response in under 25 minutes.
- Helpdesk open 24/7, in the client portal
- Under 25 min first response (our target)
- Phone Mon–Fri, 8AM–4PM ET, sales and accounts
How to Reach Us
How to get help
Helpdesk, open 24/7
For anything technical, including urgent problems. It’s in the client portal, so you need a customer login. Live chat is also available inside the portal.
Phone, for sales and accounts
Mon–Fri, 8AM–4PM ET. For sales and account questions only. It isn’t a technical support line.
Knowledge base
Guides on DNS, email setup, cPanel, migrations and billing. No login needed.
Not a customer yet?
Email sales@bluearctic.com, book a call, or order an emergency engagement ($199 flat) for a site hosted anywhere.
Reporting spam, malware, or malicious activity coming from our infrastructure is a different process: report abuse here.
What Support Covers
What we look after
Shared Web Hosting is fully managed
Your job is your website. Ours is everything underneath it: hardware, operating system, web server, PHP, databases, patching, malware scanning, the firewall, daily off-site backups and restores, email, DNS, SSL and cPanel.
On VPS and Virtual Dedicated Servers, root access is yours
We look after the hardware, network, virtualization platform, provisioning and reboots, backed by a 99.99% infrastructure uptime SLA. Core Managed adds OS patching, Imunify360, CloudLinux and control panel maintenance. Hands-on work inside the server is Server Administration, from $199/mo.
Planned maintenance is announced at least 24 hours ahead, usually between 2AM and 6AM ET, and capped at four hours a month. Notices go to the status page and the email on your account. Not sure whether a request is covered? Open the ticket and we’ll tell you.
FAQ
Support questions
Can I talk to a real person?
Yes. Technical requests go to the helpdesk in the client portal, where a person reads your ticket and replies in writing. If you’d like to talk before you buy anything, book a free call with a hosting specialist. The phone line handles sales and account questions Mon–Fri, 8AM–4PM ET.
How fast will I get a reply?
Our target is a first response in under 25 minutes on helpdesk tickets. It’s a target, not a guaranteed maximum: the SLA says the same, and response times are not subject to service credits. A hard problem can take longer to fix.
How do I get the fastest fix?
Open the ticket from inside the client portal, so it’s verified automatically. Then include the exact domain or server, the error message and roughly when it started (“slow since about 2PM” beats “site broken”), and anything that changed recently, such as a plugin update, a DNS edit or a deploy. Recent changes are the cause more often than not.
What does support cover, and what is billable?
Covered: the server and network, cPanel or WHM, SSL, DNS, hosting questions, backup restores, and migration help. Not covered: custom development, tuning applications you built, and third-party software you installed yourself. Managed hosting stops at the edge of website development. Anything past that line is quoted first, and handing over the website itself is Website Care.
Need help now?
Customers can open a ticket in the client portal. Still deciding? Book a call and tell us what you run.