Support, With the Boundaries Written Down
Engineers who've run hosting servers before, ticket hours you can plan around, 24/7 response when a server is down, and a clear line between what's included and what costs USD 10 an hour.
- Same price on renewal
- Daily off-server backups
- Free cPanel migration
- Support in IST hours
Hours and channels
| Feature | Launch / WP Launch / Cloud VPS | Grow / WP Grow / Managed Cloud | Scale / WP Scale / Managed Dedicated Priority |
|---|---|---|---|
| Ticket support | Mon–Sat 9:30 AM – 6:30 PM IST | Mon–Sat 9:30 AM – 6:30 PM IST | Mon–Sat 9:30 AM – 6:30 PM IST |
| Response target (normal tickets) | Next business day | 12 hours | 4 hours |
| Not included | Yes | Priority line | |
| Server down / site unreachable | 24/7 emergency response | 24/7 | 24/7 |
| Phone | Not included | By arrangement | By arrangement |
IST is UTC+5:30. For Dubai that's 9:30 AM IST = 8:00 AM Gulf; for Sydney, 2:00 PM AEST; for Johannesburg, 6:00 AM SAST; for London, 5:00 AM BST. Emergencies don't wait for those hours.
What counts as an emergency: your server is down, your site returns errors for all visitors, email is not being delivered at all, or your account is compromised and actively causing harm. Emergencies are raised through the portal's emergency option or the emergency WhatsApp line, not by replying to a normal ticket.
What doesn't: a slow page, a plugin question, a change request. Those are normal tickets and get the response target for your plan.
What's included, what's billable
| Request | Included on | Notes |
|---|---|---|
| Server, network, hardware, hypervisor issues | All plans | Our infrastructure, our problem |
| cPanel, email, DNS, SSL, FTP, database questions | All plans | Not included |
| Software installation via cPanel (Softaculous) | All plans | Not included |
| WordPress plugin or theme conflict after an update | All plans | We fix the conflict; we don't rewrite the plugin |
| Malware cleanup and entry-point fix | All shared, WP, managed plans | Cloud VPS: advice only |
| OS updates, firewall, hardening, monitoring | Managed Cloud, managed dedicated | Not included |
| Migration in from cPanel | All plans (Launch: 1 site) | Non-cPanel: USD 100 |
| Speed/cache configuration for WordPress | Managed WP, Managed Cloud | Shared: guidance |
| Bugs in your custom theme or plugin code | USD 10/hour | Quoted before we start |
| Building pages, design changes, content | Website Care Plan hours or a web project | Not included |
| Hands-on work inside an unmanaged Cloud VPS | USD 10/hour | Or move to Managed Cloud |
| Third-party services (payment gateways, CRMs, APIs) | Best effort | We'll help you talk to them |
Billable work is quoted in writing before we start. A billable ticket is never opened by surprise.
Who answers
Techpullers Cloud support is staffed by the same engineers who administer the servers. The team is led by Leno B. Vettoor (certified cPanel & WHM Administrator, former Level-2 Technical Support Specialist and System Administrator III at HostPapa, and former System Administrator at Lunarpages) and the people on tickets have comparable backgrounds. Nobody is reading from a script, and nobody will close your ticket with a link to a knowledge-base article you've already read.
Tickets are in English. Malayalam and Hindi are available on WhatsApp during business hours.
How to get the fastest answer
- Use the portal, not a personal email, it routes to the whole team.
- Include the domain, what you expected, what happened, and a screenshot or error text.
- If it's a WordPress problem, say what changed most recently (an update, a new plugin).
- If it's an emergency, use the emergency channel. A normal ticket titled "URGENT" is still a normal ticket in the queue.
Escalation
If a normal ticket has passed its response target, reply on the ticket and it's escalated automatically to a senior engineer. If you're unhappy with an answer, ask for a review and Leno reads it personally. Response targets are published on the Service Level Agreement page, along with what we do when we miss them.
Frequently asked questions
Is support 24/7?
Emergency response is. Normal tickets are Mon–Sat 9:30–6:30 IST.
Do you support my WordPress plugins?
Conflicts after updates, yes, on every plan. Custom code in a plugin your developer wrote, USD 10/hour.
Can I call?
By arrangement on Grow-and-above plans; WhatsApp is faster.
What if it's Sunday?
Emergencies are handled. Everything else is answered Monday morning.
Talk to an engineer about your site
GST invoice on every payment. Same price on renewal.