Contact us by email or live chat. This page shows when each support channel is available and defines the scope of Managed VPS support.
Support availability
Our team is available by live chat and email Monday through Saturday. On Sundays, support is available by email only.
Email [email protected] any day of the week for account-specific requests.
Live chat is available Monday through Saturday. On Sundays, please contact us by email.
Current platform-wide incident and maintenance information is published at status.kmerhosting.com. Account-specific investigation still belongs in support.
Scope
Use support for account-specific investigation. For platform-wide incidents and maintenance, use the public status page first.
Questions about account access, invoices, credit, renewals, refunds and service ownership.
Configuration questions, eligible migrations, control-panel access and service-specific troubleshooting.
Questions about plan suitability, current availability and which portal is authoritative for ordering.
Managed VPS support
Managed VPS support covers KmerHosting-supported server administration. It does not require KmerHosting staff to execute arbitrary customer-provided commands, scripts, binaries, containers or third-party software on the customer’s behalf.
Supported operating-system maintenance, security updates, standard firewall and network configuration, supported system services, server-level troubleshooting, and other tasks expressly included in the applicable plan.
Common third-party software may be assisted with on a best-effort basis when the request is reasonably supportable and low risk. Assistance is not guaranteed.
Custom application deployment, custom development, unsupported software, arbitrary scripts or binaries, operating the VPS as the customer’s remote workstation, and repeated hands-on tasks that amount to operating the customer workload.
KmerHosting may refuse to execute, install or troubleshoot software or commands whose purpose cannot reasonably be verified or that present security, abuse, legal, licensing or operational risk.
Faster diagnosis
Include the domain, hostname or service name and the account email when appropriate.
For an error or outage, include the approximate time and timezone so logs can be correlated.
Include the action you attempted, the expected result and the actual result.
Never send passwords, private keys, card details, CVVs, one-time codes or API secrets by email or live chat.