Let’s talk hosting.
Use this page for general questions and guidance. For account-specific and technical support, please use the member portal.
How support works
A simple path to get help fast, with the right context.
Start with a message or ticket
Use the form for general questions and pre-sales guidance. Customers should use the portal for account-specific or technical help.
We respond with full context
Tickets keep everything in one place so we can respond accurately, track progress, and follow up easily.
Calls when they help
Urgent issues may be routed to phone support. Non-urgent calls can be requested and scheduled when helpful.
What counts as urgent?
Critical service outage
- Website completely offline
- Email service unavailable for an entire domain
- DNS or domain routing causing site or email downtime
Security or trust issues
- SSL certificate expired or showing browser warnings
- Suspected account compromise or unauthorized access
- Security issue impacting visitor trust or access
Billing-related blocking issues
- Billing issue causing immediate service suspension
- Payment failure preventing renewal or reactivation
- Invoice problem blocking access to active services
Issues are assessed for urgency by The Hosting Hotel based on impact and context, not solely on how a request is labeled.
Urgent issues may be handled outside standard business hours when possible. Availability can be affected by circumstances outside our control. In rare cases, temporary third-party assistance may be used to restore service.
Availability
Response hours
- Non-urgent requests: Monday–Friday, 9:00am–5:00pm (ET)
- Urgent issues: routed as they occur
- Support tickets can be submitted anytime
Support channels
- Support tickets via the member portal
- Urgent issues may be routed to phone support
- Non-urgent calls can be requested and scheduled
- Public contact form for general and pre-sales questions
Based in Canada
- Canadian-owned and operated
- Support handled by a Canada-based team
- Headquarters: Gore Bay, Ontario, Canada
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the right fit before you commit.