Support

Last updated: September 2026

This page describes how support works at Hashed Byte Hosting. It is written to be read before you need it, because the parts that matter most are the honest limits.

1. Who answers

Hashed Byte Hosting is a small operation, and support is answered by the owner. There is no tier-one queue, no follow-the-sun rotation and no call centre. If the owner is ill, travelling, asleep, or already working one incident, your ticket waits. That is the honest description of a single-responder operation, and it is why nothing on this page is described as a guarantee.

2. When support is attended

Support is attended during the windows below, in US Eastern Time. These windows are the definition of our business hours.

Public holidays are not business hours — they are best-effort only, and a reduced window is given advance notice in the portal.

3. What a business hour is

One business hour is one hour inside an attended window, measured in US Eastern Time.

Outside those windows the clock stops: a ticket raised on Saturday night does not accumulate business hours until the next attended window begins. So “24 business hours” means roughly two days of attended time, not 24 clock hours — and it is not a promise that two calendar days will pass, since a wide window can complete 24 business hours faster than a narrow one.

4. Response targets — targets, not guarantees

These are the figures we plan around and attempt to meet. They are response targets, not service levels, and they are not guaranteed.

• Time to first response: 24 business hours.
• Time to active engineering: 48 business hours.

There are no service-level credits and no guaranteed response time. If a target is missed, we would rather tell you than have you discover it.

5. Outside those hours

Tickets raised outside a window are queued, not lost, and are picked up in the next attended window. A serious fault raised at 03:00 is not seen until the owner next works, unless the owner happens to be awake. We do not promise any response outside the windows above.

6. Nothing watches your service for you

Unless you have bought a monitored service that says so, nothing alerts us when your server or site goes down. If something is wrong, open a ticket — that is how we find out.

7. How to get help

Open a ticket from the member portal, or email support@hashedbyte.com. Including the service name, what you expected, and what happened usually saves a round trip.