For security and record-keeping purposes, we provide support exclusively through our ticket system. We do not provide support via phone. We respond to your inquiries every business day from 9:00 AM – 5:00 PM, and you will receive a response as soon as possible (usually within an hour).
• Servers are monitored by us 24/7.
• Support is provided exclusively through the ticket system.
What is included in free support:
- Email/webmail is not working
- SQL is not working
- The site is not visible
- Domain support
- cPanel functions
- Restoring from backup
- Installation of WordPress, Joomla, or another CMS
- Free migration – one migration per hosting package
- Changing the main domain on the hosting package
What is not included in free support:
- Login credentials for WordPress, Joomla, or another CMS are not working
- Errors on the website due to issues with the site itself
- Configuring email sending scripts
- Cleaning phishing/malware code
- Configuring .htaccess file
- Creating email accounts
- Plugins inside WordPress, Joomla, or another CMS are not working
- Website traffic reports
- Configuring Cron jobs
- Website development
- Creating email signatures
Go further – Premium Support
We provide more than other hosting providers in the sense that we will assist you if you have a small problem that is not covered by free support and you don't know how to resolve it. However, please keep in mind that we expect compensation for our efforts.
If we have time at that moment and can help, our hourly rate is 5,800 RSD + VAT, and it is billed in increments of 15 minutes. You can request assistance after consulting with our support team.
Services Clients Frequently Request from Us
- SEO technical optimization of the website – 119,000 RSD + VAT (one-time), then 58,000 RSD + VAT per month
- Setting up Google Analytics on the website – 3,200 RSD + VAT
- Updating WordPress, Joomla, or other CMS – 5,800 RSD + VAT
- Creating website and database backups – 1,200 RSD + VAT per website/database
- Cleaning accounts from hacks and viruses – from 5,800 RSD + VAT
FAQ
I have a problem but it’s outside your working hours. What should I do?
You have two options – you can wait until tomorrow or purchase a server and support package that suits you. If your business is so important that you might incur significant financial losses because someone doesn't respond to your ticket over the weekend, then purchasing shared hosting is definitely the wrong choice – you need a server and dedicated support. In that case, please contact us for advice.
Doesn't the hosting company provide 24/7 support?
We do provide 24/7 support for the servers hosting your websites. For example, if a server issue occurs at 3 AM, we will react immediately. We respond to customer tickets on business days from 9:00 AM to 5:00 PM.
My site has been hacked! What should I do?
We take such situations very seriously.
You are responsible for all content on your site and its security. If the hacking of your account threatens the security of other users, we will have to suspend your account to prevent further attacks. If the hack does not affect the server, we will not suspend your account.
We will give you basic guidelines on what happened, how to protect yourself, and we will restore your website from a backup.
Will you clean my site of injected code when it’s hacked?
We will offer you a free restoration from the latest backup. If the hack occurred several weeks ago and you didn’t notice, then the latest backup may not help, as it would have been taken with malicious code. In that case, we will find an older backup. We keep 40-60 copies of your website, depending on the hosting package.
Adriahost invests significant resources in server security, and we take user security seriously at the system level. However, hosting companies cannot change the code on your website. If your code is poorly written or you install an insecure plugin, you open the door to hackers who may compromise your site. In such cases, you need to hire someone to fix the issues on your site. If you don’t know who to contact, let us know via the ticket system, and we will provide advice.
