Getting started
How to get support
Ways to reach the KapsuleHost team and what to expect.
Support channels
Live chat (fastest)
Open KPanel at kpanel.kapsulehost.com and click the chat icon in the bottom-right corner. Kora, our AI assistant, is available 24/7 and can handle most common questions immediately. Complex issues are escalated to our team.
Email support@kapsulehost.com. We aim to respond within 2 hours during business hours, Monday to Friday.
For billing questions specifically, include your account email and invoice number if relevant.
Emergency (site down)
If your site is down:
- Check status.kapsulehost.com for any active incidents
- Email support@kapsulehost.com with subject "Site down: [yourdomain.com]"
- Include your KPanel account email and any error messages you're seeing
We treat site-down reports as priority regardless of the time.
What to include in a support request
The more detail you give us, the faster we can help:
- Your account email address
- Domain or site name
- What you were doing when the problem occurred
- Any error messages (copy/paste or screenshot)
- Steps you've already tried
Response times
| Priority | Target response |
|---|---|
| Site down / emergency | 30 minutes |
| General technical issue | 2 business hours |
| Billing question | 4 business hours |
| Feature request | 2 business days |
These are targets, not guarantees. We back our uptime with SLA credits, not support speed.
SLA and service credits
Our SLA guarantees 99.9% uptime. If we fall below that in any calendar month, you're entitled to service credits. See the Service Level Agreement for the credit calculation.