The person who answers can actually fix it
Four ways to reach us, all staffed round the clock by engineers with shell access. No tier one, no scripts, no premium support tier to upsell you — the same queue serves the cheapest VPS and the largest dedicated fleet.
- 0s
- Median first reply
- 0.0m
- 90th percentile reply
- 0+
- Help articles
- $0
- Cost of support, ever
Pick whichever suits the problem
They all land in the same queue with the same people. The only difference is how much context you can attach.
Live chat
The fastest route to a human. Chat opens in the control panel and in the widget on this site — same queue, same engineers.
- Response
- 96s median first reply
- Hours
- 24 / 7 / 365
Ticket
Best for anything that needs logs, screenshots or a paper trail. Threads stay with the engineer who picked them up rather than bouncing between shifts.
- Response
- Under 12 min median
- Hours
- 24 / 7 / 365
Phone
Direct line to the operations desk. Useful when something is on fire and typing is the slow part.
- Response
- Answered in under 60s
- Hours
- 24 / 7 / 365
Emergency escalation
A pager route that wakes a senior engineer regardless of the hour, for production-down incidents on Scale, VPS, dedicated and reseller plans.
- Response
- Acknowledged in under 5 min
- Hours
- 24 / 7 / 365
Included on Scale, Cloud VPS, Dedicated and Reseller plans.
What happens when it is genuinely on fire
Emergency escalation exists because “we have raised this internally” is not an answer when your checkout is down. It is available on VPS, VDS, and dedicated plans, and it wakes a person.
You flag it as production down
One toggle in chat or on a ticket. No form, no severity matrix to interpret, no justification required up front.
A senior engineer is paged
Not the next available agent — the on-call engineer for the affected subsystem, acknowledged within five minutes at any hour.
You get a named owner and an update clock
One person owns the incident end to end and commits to an update interval, usually 15 minutes while it is active.
It appears on the status page
If more than one customer is affected it is public within ten minutes, before we know the cause, and stays there afterwards as a post-mortem.
02:14customer flags: production down
02:14paging on-call: platform-network
02:16ack by m.oyelaran (2m 04s)
02:19owner assigned, 15m update clock set
02:23status page published (pre-cause)
02:41mitigation applied, traffic recovering
02:58resolved · SLA credit auto-applied
nextpost-mortem due within 72h
A real escalation timeline, redacted to the customer's identity only.
Or read it yourself at 3am
256 articles written by the same engineers who answer the tickets, which is why they contain actual commands rather than "contact support".
Before you notice
Most of our support tickets are ones we open ourselves
We monitor your sites the same way we monitor our own infrastructure. If TTFB drifts, a certificate is 20 days from expiry, a backup fails to verify, or your PHP version is going end-of-life, you get a message from a person about it — not a dashboard badge you were supposed to have noticed.
Start a trial- 0%
- Tickets opened by us, not customers
- 0 days
- Certificate expiry warning
- 0×
- Backup restores verified per month
- 0s
- Monitoring interval, every site
What people ask about how support works
Anything not covered here goes to hello@srvdaddy.com and gets a human answer.
Not covered here?
Live chat is staffed by engineers, not a script. Median first reply is 96 seconds, around the clock.
Open the help centreIt means the first person who reads your message is the person who fixes it. They have shell access to the platform, permission to issue credits, and the authority to escalate to the on-call engineer without asking a manager. There is no script and no queue that your ticket gets handed down through — the trade-off is that support costs us roughly four times what an outsourced desk would.
Ready when you are
Try filing a ticket before you are a customer
Ask us something hard about your current setup. You will get an honest engineer's answer, including if that answer is that you should stay put.