Knowledgebase

Support at Firstserv

This guide outlines what is covered by Firstserv support across our hosting services, how you can contact us, and when support is available.

Our support team is here to assist with anything related to your hosting, including platform security, stability, and performance, as well as general guidance on using your services and account.

If an issue falls outside the scope of hosting support—such as website development or custom code—we will do our best to guide you in the right direction and provide helpful information (e.g. error logs) for your developer.

Support Channels

The support options available depend on your hosting plan. In all cases, we recommend submitting a support ticket via your Client Area, as this allows us to gather full details and resolve issues more efficiently.

Shared Hosting (Amethyst, Ruby)

Business Hosting (Emerald, Sapphire, Diamond, Tanzanite)

Reseller Hosting (Unity, Trinity, Infinity)

Additional Support (Business Hosting):

• 24/7 emergency phone support is available on:
  Sapphire, Diamond, and Tanzanite plans

Reseller Hosting Support

Support for reseller hosting is provided directly to the account holder (reseller) and not to their end clients.

If you are a reseller:

• You remain the primary point of contact for your customers
• Our Knowledgebase is a useful resource for assisting your clients

VPS Hosting

Unmanaged VPS

• Includes support for:
  • Hardware
  • Network connectivity
  • Platform availability
• You are responsible for:
  • Server configuration
  • Software installation and updates
  • Troubleshooting

Managed VPS & Dedicated Servers

Our managed solutions include full server management, covering:

• Proactive monitoring
• Security and performance optimisation
• Assistance with setup, configuration, and migrations

Support availability:

Important Notes

• Support covers hosting infrastructure and related services
• Issues relating to website code or functionality may require a developer
• If something falls outside our scope, we will always aim to guide you where possible
• Reseller support is provided only to the reseller, not directly to their customers

Get in Touch

You can access all support channels via the Support section of the Firstserv website or your Client Area.

If you need assistance, our team is always here to help you get the most out of your hosting services.