Support hours and what we cover

When HostCloud support is available and what’s included with your service.

Support hours

Channel	Availability
Support tickets	24/7
Live chat	Chat bot on hostcloud.in and inside the Client Area (bottom-right), our main channel for quick help
Phone / WhatsApp	[phone], during business hours, or when our team arranges a call
Billing & sales	Mon–Sat, 10:00–19:00 IST

Typical first response time: within 30 minutes.

What’s included

Shared and WordPress hosting are fully managed. We help with:

• Server availability, performance and security
• Control panel, email, DNS and SSL problems on our platform
• Restoring backups: we take daily backups, keep them for 30 days, and restore them free on request
• Migrating your sites to HostCloud: free for any number of sites moving from another cPanel host. Moving from a host without cPanel? Open a Sales ticket

VPS and Windows VPS are semi-managed. We cover:

• Network and hardware availability
• Server provisioning, reinstall and access to the server console
• Billing and plan changes
• Basic help with your server, on a best-effort basis

You’re responsible for the operating system, software, security updates and your own backups on your VPS. Want automatic backups? Add the Automated Backup add-on from your VPS’s Addons page in the Client Area. If you’d like us to manage your VPS for you, managed VPS help is available at an additional ₹1,500 + GST per hour. Open a support ticket to request it.

Outside our scope

• Writing or debugging your website code, themes or plugins
• Third-party software, services or email clients beyond basic setup guidance
• Search rankings and marketing

We’ll always point you in the right direction where we can.