Tickets go to the people who wrote the code. No outsourced first line. No chatbot pretending to understand. When you ask a question, the reply comes from someone who can actually fix the problem.
Sign in at the customer portal and open a support ticket. This is the fastest path because it's already authenticated and the ticket lands in the same queue we monitor live. First-reply targets vary by plan — see the matrix below.
flame-assist runs an instant diagnosis on every ticket — by the time a human reads it, half the obvious checks are already done.
Write to support@truecorehosting.com if you can't sign in or you'd rather use email. Same queue as portal tickets. Mention your domain so we can find your account quickly.
Response target depends on plan — see the matrix below. Critical incidents are watched outside hours too.
Every plan includes the site CLI inside your SSH session: site health shows nginx, SSL, disk and database status at a glance. site logs error tails your error log. Often you'll find the answer before opening a ticket — and if you don't, copying the output speeds up our reply.
Anything to do with the server, the network, DNS, SSL, mail delivery, or the panel itself — that's all us. If it's not working as documented, that's our problem to solve.
WordPress not loading, a database connection error, an email rejected by Gmail — we'll dig in and tell you what's wrong, even if the root cause is in your application rather than our infrastructure. We won't bounce you back saying "that's an application issue."
Moving from another host? We'll do the technical part for you on every plan above Flameling, and we'll guide you on Flameling. Tell us what you're moving and we'll quote the timeframe.
flame-assist runs instantly on every ticket regardless of plan — by the time a human reads it, the obvious diagnostic checks are already done. For tickets that need human follow-up:
| Plan | First reply (UK business hours) |
|---|---|
| Flameling | 1–2 business days |
| Ember and above (priority support) | Same business day, often within an hour |
| All plans — critical incidents (full outage) | Paged 24/7 to on-call engineer |
UK business hours: Monday–Friday, 09:00–17:00 GMT/BST. Mark a ticket subject URGENT if a critical issue isn't already auto-detected by our monitoring — that bumps it to the front of the queue.
If your site is fully down, our internal monitoring (the watchman + sentinel pair we wrote about in platform monitoring) usually notices before you do. Pages route directly to the on-call engineer — that's me, Marty (see Who builds this) — and get a response regardless of clock time.
Non-critical issues — slow page loads, an email going to spam, a panel quirk — wait for business hours. We'll be straight with you about which category your issue lands in when you open the ticket.
UK business hours: Monday–Friday, 09:00–17:00 GMT/BST. Outside those hours, expect first reply by the next business morning unless something is on fire.
Questions about plans, migrations, or whether what you want to do will work on our infrastructure go to the contact form or hello@truecorehosting.com. Same humans, slightly different inbox.