Open a ticket, reach an actual engineer

Response times, by priority and by hour

These are commitments, not a rolling average dressed up as one. We are a new provider, so we have no ninety-day history to quote and we are not going to invent one. What we will do is publish the targets we hold ourselves to now, and start publishing measured medians against them on the status page once there is a meaningful sample to report.

Targets hold across the clock because the rota genuinely spans three timezones rather than routing overnight tickets to a skeleton crew. Service-affecting tickets page an on-call engineer regardless of hour, and if that page is not acknowledged within fifteen minutes it escalates to a second engineer and then to an engineering lead. That escalation chain is automatic, it does not depend on anyone noticing.

The metric we intend to be judged on

First-touch resolution, the share of tickets fully resolved by the first engineer who reads them, without escalation. It is the most useful support metric we know of, because it measures whether the person you reached could actually help rather than how quickly they said hello. A desk with fast first responses and a 20% first-touch rate is answering promptly and solving nothing. We will publish ours on the status page alongside response medians, including the quarters where it drops.

Diagnostics worth running before you open a ticket

None of this is a requirement, open the ticket if you want to, that is what we are here for. But these five checks resolve a meaningful share of problems in under two minutes, and where they do not, the results make our diagnosis considerably faster.

1. Check the status page. If we have an incident open, it will be there with an ETA. This saves you writing and us replying.
2. Try a different network. Load the site on mobile data with wifi off. If it works, the problem is local DNS or your ISP rather than the server.
3. Check in a private window. Eliminates browser cache and extensions, which cause a surprising share of "the site is broken" reports.
4. Look at the error log in cPanel under Metrics. The last few entries usually name the file and line causing a 500 error.
5. Note exactly when it started and what changed just before. A plugin update, a DNS change, a new deployment, the timeline is usually the answer.

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.

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 ticket 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 ticket 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.

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, servers and email 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 Dubai 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.

Migrating to KryoHost without downtime

The single biggest reason people stay with hosting they dislike is the fear of a broken move. It is a rational fear, a badly executed migration means missing emails, a checkout that silently fails for a day, and a certificate mismatch that greets every visitor with a browser warning. KryoHost migrates our support accounts free of charge, and we do it in an order designed so the risky steps happen while your existing site is still serving traffic.

1. Discovery: we inventory domains, subdomains, databases, cron jobs, mailboxes, PHP versions and any custom server configuration. Cron jobs and mailboxes are the two things almost every self-service migration tool quietly drops.
2. Staged copy: a full copy is restored onto your new KryoHost account and made reachable on a temporary hostname. Your live site is untouched throughout.
3. Verification: we walk the checkout, the contact forms, the login flow and the admin area on the staged copy, and hand you the temporary URL so you can do the same.
4. Delta sync: immediately before cutover we re-sync anything that changed since the copy: new orders, new posts, new uploads.
5. DNS cutover: TTL is lowered in advance, records are switched, and both origins stay live during propagation so no visitor lands on a dead host.
6. Post-cutover watch: we monitor error rates and mail delivery for 48 hours and keep the old copy intact for 14 days as a rollback path.

Most single-site moves complete within four hours of you sending credentials. Larger estates (a reseller with 60 cPanel accounts, or a store with a 40 GB media library) are scheduled into a maintenance window you choose, typically running overnight in your local timezone. There is no per-site fee and no cap on the number of sites for standard cPanel-to-cPanel moves.

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.

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.