Talk to someone who can actually fix it

Which channel to use, and when

All four channels reach the same team. Choosing the right one for the situation gets you a resolution faster, because some problems are better diagnosed from logs than described in conversation.

Escalation, if you need it

If a ticket is not progressing, reply asking for escalation and it will be reassigned to a senior engineer with the reason recorded. You will be told who has taken it. If that still does not resolve matters, ask for a manager review, the request goes to a real person who reads the whole thread and responds personally. We do not have a process designed to absorb complaints without a human seeing them.

Departments and where to send what

Sending an enquiry to the right address saves a routing hop and, more usefully, means the first person reading it can already act on it.

• Sales and pre-sales: care@kryohost.com. Plan recommendations, custom quotes, bulk migrations, volume pricing.
• Technical support: care@kryohost.com or a ticket from your client area. Anything touching a server, a site or email delivery.
• Billing: care@kryohost.com. Invoices, refunds, payment methods, tax documentation, plan changes.
• Abuse: care@kryohost.com. Spam, phishing, malware or attacks originating from our IP space.
• Press and partnerships: care@kryohost.com with "Press" in the subject line.

Registered office

KryoHost Technologies Ltd
128 City Road
London, England EC1V 2NX
United Kingdom

Postal correspondence is checked weekly and is genuinely the slowest way to reach us. For anything time-sensitive, use chat or a ticket.

Support that answers the question you actually asked

Support is where hosting companies quietly differ most, and where the difference is hardest to evaluate before you buy. Every provider claims 24/7 availability. Far fewer will tell you who is on the other end at 03:00 on a Sunday, how many tickets that person is holding, or what percentage get resolved without being escalated into a queue you cannot see.

KryoHost staffs Linux system administrators across three timezones. There is no offshore first line whose job is to send you a knowledgebase link and close the ticket. Our commitment is a first response inside < 15 min on anything service-affecting, escalating automatically to on-call if that is missed. When something does need a second pair of hands it moves to a named senior engineer and you are told who owns it, not dropped into a silent queue.

What is included, and what is genuinely out of scope

Being clear about scope up front prevents the most common support frustration: discovering after an incident that the thing you assumed was covered never was.

Support reaches you through live chat, tickets and email, and (on business and VPS plans) a scheduled screen-share call when something genuinely needs a live conversation. The same standard of engineer answers at any hour, which matters more than it sounds when you are describing an intermittent fault under pressure at two in the morning.

The infrastructure behind KryoHost KryoHost Support

Every conversation about hosting support eventually comes back to hardware, and for good reason. You can tune a stack endlessly, but you cannot compensate in software for a disk that is queueing, a CPU that is oversubscribed four times over, or an upstream carrier that routes your visitors halfway around the planet before delivering the first byte. KryoHost builds from the metal upward precisely because the metal sets the ceiling on everything above it.

Our our support fleet runs on dual-socket AMD EPYC and Intel Xeon Scalable nodes with ECC memory, paired exclusively with enterprise NVMe drives in RAID-10. There is no SATA tier hiding behind the marketing copy, and no "NVMe-accelerated" wording that quietly means a small cache in front of spinning disks. NVMe changes the character of a server rather than simply making it faster: random read latency drops from milliseconds to microseconds, so the database queries that dominate page-generation time on websites, stores and applications stop being the bottleneck. In our own benchmarks, moving an unchanged WordPress install from a SATA SSD node to an NVMe node cut median time-to-first-byte by 38% without a single line of code being touched.

Capacity planning is the unglamorous half of the story. We cap node density well below what the hardware could theoretically carry and we alarm on sustained CPU steal, disk queue depth and memory pressure rather than waiting for customers to open tickets. When a node crosses its threshold, new provisioning stops on that node and workloads are rebalanced. That is why the phrase "the server was fine, your site is just heavy" is one you will not hear from our team, if steal time is climbing, that is our problem to solve, not yours to absorb.

Network, peering and routing

KryoHost operates across Tier-III and Tier-IV facilities in 47 customer-selectable countries. Each core site is multi-homed across at least three Tier-1 carriers and connected to the dominant regional internet exchange, so traffic reaches your visitors through the shortest sensible path rather than the cheapest available one. Blended transit is convenient for a provider and mediocre for a customer; direct peering costs more and is the reason a visitor in Manila does not have their packets tour Europe before they see your homepage.

• Redundant power: N+1 UPS with diesel generators tested under load monthly, not merely started and logged.
• Redundant cooling: hot/cold aisle containment with N+1 CRAC units and independent chilled-water loops.
• Redundant network: no single upstream carries more than 40% of a site's traffic, so losing one is a re-route, not an outage.
• Physical security: biometric access control, mantraps, 24/7 on-site security and 90-day CCTV retention.
• Independent audit: facilities hold SOC 2 Type II and ISO 27001 certification, with reports available to enterprise customers under NDA.

The practical effect of all this is measurable rather than decorative. Our published 99.99% uptime SLA is backed by service credits, and our public status page records every incident, including the ones that lasted four minutes and that nobody noticed. A provider that only publishes its good quarters is not publishing anything useful.

Billing, guarantees and cancellation

Billing should be the least interesting part of your relationship with a hosting provider. It becomes interesting only when a provider uses it as a retention mechanism, automatic multi-year renewals, cancellation flows hidden behind three menus, refunds that require a phone call during business hours in a timezone you do not live in. We have deliberately built ours to be dull.

• Cancel from the panel: one button in your client area. No ticket, no phone call, no "let me transfer you to retentions".
• Pro-rata credit on upgrades: move up mid-cycle and the unused portion of your current term is credited automatically.
• Renewal reminders: 30, 14 and 3 days before any charge, with the exact amount stated in the email.
• No hidden setup fees: the price on the plan card is the price at checkout, before tax.
• Free data export: a full account archive on request at any time, including after cancellation, for 30 days.

We accept cards, PayPal, bank transfer and major cryptocurrencies. Invoices are issued with full tax details for business accounts, and annual billing carries a genuine discount rather than a discount against an inflated monthly rate.

On the SLA: 99.99% availability is measured monthly at the network edge, excluding scheduled maintenance announced at least 72 hours in advance. Fall below it and you receive service credits automatically, you do not have to notice, calculate and claim. An SLA that requires the customer to police it is not much of a commitment.

Security, backups and disaster recovery

Most sites are not compromised by a determined attacker studying them for weeks. They are compromised by automated scanners walking the entire IPv4 space, trying known plugin vulnerabilities and credential lists against everything that answers on port 443. Defence against that reality is layered and mostly boring, which is exactly why it works, and why it should already be switched on when your plan is delivered rather than sold as an upsell after the incident.

What runs by default

• Web application firewall: ModSecurity with continuously updated OWASP and vendor rule sets, tuned per stack to keep false positives low.
• Malware scanning: Imunify360 scans on write and on schedule, quarantines known-bad files and can auto-clean common injections.
• Brute-force protection: progressive rate limiting and automatic IP throttling on login endpoints, SSH and mail services.
• DDoS mitigation: always-on L3/L4 scrubbing at the network edge, with L7 protection available on request.
• Account isolation: CageFS confines each account to its own virtualised filesystem, so one compromised neighbour cannot read another's data.
• Free TLS: automatically issued and renewed certificates with modern cipher suites and HSTS available in one click.
• Patched kernels: KernelCare applies security patches without reboots, removing the trade-off between staying current and staying up.

Backups, and what they actually cover

Website files on every plan are backed up twice a week, with email accounts backed up on a separate schedule so both are protected without either job blocking the other. You can also generate and download a full account backup at any time from cPanel, and our support team can help with a restore if you need one.

A twice-weekly schedule is not the same as continuous protection, and we would rather you knew that than assumed otherwise. If you publish or sell something several times a day, keep your own more frequent backup for the hours between our scheduled runs, particularly for a database that changes constantly, such as an order table.

Compliance-wise, our infrastructure supports GDPR data-residency requirements through EU-only regions, and we sign Data Processing Agreements on request. For workloads touching payment data, our environment is PCI-DSS ready, you still own the compliance of your own application, but the platform underneath will not be the reason an assessment fails.

KryoHost Support terminology, decoded

Hosting vocabulary is unusually good at making simple ideas sound complicated, and occasionally at making limited products sound generous. Here is what the terms on a hosting support comparison page actually mean in practice.

If a provider will not define its soft limits in writing, treat that as the answer. Ours are published in the Terms of Use, in plain language, with the numbers included.