A Ticket, Read By The People Who Run The Platform.
One ticket from the members area, answered by the people who operate the servers and can read your logs. No phone line, no call centre, and no promise about response times that we have not earned.
What Support Actually Is Here
A small team, a single channel, and the access needed to answer properly.
One Ticket, One Place
Support is a ticket raised from the members area. There is no separate helpdesk login, no queue to choose and no reference number to quote back at us.
Read By The People Who Run It
The person answering is the person who builds and operates the platform. Nothing is read from a script, and nothing is passed to a first line that cannot act.
We Can See Your Server
Staff can look at your site and its logs, so a question like why a page is slow can be answered by reading what actually happened rather than asking you to run tests.
What To Put In The Ticket
The difference between an answer today and three messages of questions is usually four lines of detail.
Which Website, And The Exact Address
Accounts can hold several websites, and most of them have a live domain, a platform address and a staging copy. Paste the URL you were looking at when it went wrong, in full.
What You Expected, And What Happened
Two sentences beat a paragraph of theory. The checkout should show the payment step, it shows a blank page. That is a ticket we can act on immediately.
When It Started
Even roughly. A time gives us a window to read in the logs, and it is usually the single most useful thing in the ticket.
What Changed Just Before
A plugin update, a new theme, an import, a change of PHP version. Most WordPress faults are something that moved, and saying what moved saves an afternoon.
The Error, Word For Word
Copy the text out, or attach the screenshot. A paraphrased error message sends everybody looking in the wrong place.
Whether Staging Does It Too
If you have time, clone to staging and try it there. Knowing whether the fault follows the site or stays on live narrows it down enormously.
Most Answers Are Already Written Down
The help centre covers the things people ask most: moving a site across, connecting a domain and its DNS records, how the caching works, restoring a backup, staging, malware scans, storage and bandwidth, SFTP, SSH keys, WP-CLI and the database manager.
If you are new, start with the tour of the members area. If something is slow, why is my site slow walks through the checks we would make anyway. Open a ticket when the guide does not match what you are seeing, and say which guide it was.
Open The Help Centre
What We Watch Without Being Asked
These alerts go to us, not to you. The point is that most problems are being looked at before anybody writes in.
A Site Built Every Night
The platform creates a website on a node, checks that it answers, then deletes it. If provisioning breaks we know before the next customer tries it.
Health Probes Per Site
Every site is checked for whether it is answering, so a site that stops responding raises an alert with us rather than waiting for a ticket.
Malware Scans Every Night
Files on every site are scanned nightly, and anything found is reported. This is the alert customers are most often glad of.
Backups Checked For Freshness
A backup that silently stopped running is worse than no backup, so the age of the newest backup for each site is watched and alerted on.
Disk, Memory And CPU Per Node
Each hosting node is sampled continuously. A node under pressure is dealt with as capacity work, not as an outage you get to find out about.
Capacity Before It Runs Out
Node capacity alerts give us warning while there is still room to move, which is the difference between planning and panicking.
The Same Support On Every Plan
Nobody is bumped up a queue for paying more.
Build
$240 a year. That is $48 less than paying monthly.
- One website
- 10 GB storage
- 50 GB bandwidth a month
- A temporary address to test on
Support Does Not Change With The Plan
One website, properly hosted. For a business site, a portfolio or a blog that has to load fast and stay up.
- Servers In Singapore
- Free SSL On Every Domain
- Daily Backups, Kept 30 Days
- One-Click Staging
- Cloudflare CDN And DDoS Protection
- Nightly Malware Scans
- SFTP And WP-CLI
- PHP 8.3 And Redis
- Support From Real People
Every plan includes the same platform. The only difference is how many websites and how much room they have.
What Customers Ask About Support
How do I open a ticket?
Sign in at my.oxyforge.com and open a ticket from the support area. It arrives with your account and your websites already attached, which is why a ticket is better than an email.
How quickly will you reply?
We do not publish a response time, and we are not going to invent one. We are a small team running the platform ourselves, we read every ticket, and we answer it rather than acknowledging it. When we can stand behind a figure we will put it in writing.
Is there a phone number?
No. Everything goes through a ticket, which means the person answering has your site, your logs and the history of the problem in front of them instead of a note taken during a call.
Is support the same on every plan?
Yes. Build, Grow and Scale reach the same people in the same way. The plans differ in how many websites you have and how much room they get, not in who answers you.
Will you fix my WordPress site?
Not usually. If the cause is the platform, it is ours and we will fix it. If it is a plugin conflict, a theme problem or something in your own code, we will tell you what the server saw and where to look, but the work inside WordPress is yours or your developer’s.
Will you move my site over for me?
No. Migration here is self-service, with your current site running the whole time. You create the website, copy your site onto its platform address with a migration plugin or over SFTP, and point the domain when you are happy. The help centre walks through both routes.
What happens if my site goes down?
The health probes usually tell us before a ticket does, so in many cases we are already looking. If the cause is inside WordPress rather than the platform, last night’s backup is one click away in your members area, kept for 30 days.
Do you have an uptime guarantee?
There is no published uptime SLA today. The honest position is that we monitor the platform closely, we fix what breaks, and we would rather say that than publish a number we have not earned.
What Support Does Not Cover
Outside Support
- Building or redesigning your website. We host it, we do not make it.
- Debugging your plugins, your theme or your custom code.
- Moving your site here for you. Migration is self-service, and the guides are free.
- A phone line, out-of-hours cover or a guaranteed response time. None of those exist yet.
- Mailboxes and domain registration. Both belong with providers who do that properly.
- WordPress training. The help centre is thorough, but it is not a course.
Not A Customer Yet?
Ask us whether the platform suits your site before you move anything. The same people answer, and we will tell you if the answer is no.
Ask Us A Question