What should I do in an emergency?
If this is an emergency during business hours, you can contact our support team for assistance. You can reach HostPress Support directly through the Website via chat, email, or phone during our office hours, Monday through Friday from 8:00 AM to 5:00 PM.
Although our support team responds quickly, you may be able to identify and resolve the issue on your own. Our FAQ-Center provides comprehensive information on all questions and issues related to our hosting and WordPress. Additionally, our checklist offers solutions to many of the questions and issues we encounter in our daily support work.
Outside of business hours, you can contact our emergency support at any time. There is a flat fee of €100 (net) per case, which includes 30 minutes of technician support; after that, an additional €25 is charged for every 0.25 hours.
Who is eligible for emergency support?
Emergency support can be contacted outside of business hours and is available to all customers.
Please note once again that this emergency support service is always subject to a fee. It is only activated once the cost coverage confirmation is provided in the emergency form. If the costs are not covered, the technician will not be notified.
Customers, who have subscribed to our 24/7 support — for example, through the Update Service Business — should contact the emergency number provided in their order confirmation.
When can you get emergency support?
Emergency support can only be activated and contacted outside of business hours. Please note that the emergency can only be processed if the emergency form form has been filled out correctly and completely.
What information do we need for emergency support?
As indicated on the emergency form, the following information is required:
- domain name
- Customer’s first and last name
- Company Name
- Customer number
- Customer’s email address
- Phone number for any questions
- Brief description: “How does the problem manifest itself? How can we reproduce it, if necessary?”
The emergency request can only be processed if the form contains all the required information and that information is correct.
Where can I find the emergency form?
You can find our emergency form here
What are the response times like?
Response times depend on the plan you’ve selected.
However, depending on the time of day, you should receive a response from a technician via chat or email within an hour at most.
What exactly is the process?
Report the emergency using the emergency form and follow the instructions after submitting it.
Once you submit the emergency form, a HostPress technician will be automatically notified and will contact you as soon as possible via chat or email. Please also check your email inbox for any further instructions.