Website or hosting issue
Email info@nivorahost.com with the website address, symptoms, when they began, and who is affected.
NivoraHost customer support
Website support, without the runaround.
Our customer support team is available to reply by email 24 hours a day, 7 days a week. Include the affected website, what happened, and the business impact so we can start with a useful review.
- Support staffed 24/7
- Initial reply target: within 4 hours
- No password needed in the first message
Choose a subject
Make the request easy to identify.
Every request goes to the same support email. A specific subject helps separate technical, account, and active-project questions.
Billing or account question
Email a billing question with an invoice or request reference. Do not include full payment-card details.
Active project question
Reply to the existing project thread when possible. Include the page, file, approval, or deliverable you are asking about.
What to include
Send enough detail for a useful first review.
Identify the service
Include your business name, public website address, plan or project, and any request or invoice reference you have.
Describe what changed
State what you expected, what happened instead, when it began, the last change you remember, and any exact error text.
Explain the impact
Tell us whether the whole site, a page, a form, an administrator, or a group of visitors is affected. Attach a safe screenshot when useful.
What 24/7 means
A person is available to reply at any time.
The customer support team is staffed 24 hours a day, 7 days a week. Put “URGENT” in the subject when a business-critical site is unavailable and explain the impact.
- Email support available day and night
- One route for hosting, website, project, and billing help
- We aim to send an initial reply within 4 hours
Important boundary
An initial reply is not a resolution deadline.
The 4-hour target covers our first reply, which may acknowledge the request or ask for details. Fix and resolution times depend on impact, access, provider involvement, the work required, and the customer's agreement; this is not a service-level guarantee.
- No public phone or live-chat channel
- No guarantee that every issue can be fixed remotely
- Third-party outages may require their provider
- Out-of-scope work may need a separate quote
Security reporting
Report a suspected NivoraHost vulnerability safely.
Email info@nivorahost.com with the subject NivoraHost security report. Include the affected public URL or service, a clear description, safe reproduction steps, the observed time in UTC, potential impact, and a contact address for follow-up.
Protect people and data
Do not send credentials, private keys, payment details, personal data, live exploit payloads, or information copied from another person.
Stop before causing harm
Do not disrupt service, access or change data that is not yours, use social engineering, or continue testing when it may cause damage.
Understand the boundary
A report creates no response or resolution deadline, payment or bounty, safe-harbor promise, confidentiality agreement, or permission to test systems without authorization.
Safe support
Do not email secrets.
A support request should describe the problem. It should not contain credentials or sensitive payment information.
Should I email my password?
No. Do not email passwords, private keys, recovery codes, or full payment-card details. If access is needed, agree on a suitable sharing method first.
Can a new visitor use this page for a quote?
The quote wizard is the better route for new work because it collects the service, package, size, budget, and timing in one place.
Does support include new pages or a redesign?
Only when that work is included in the active agreement. Larger changes are reviewed and priced before work begins.
Where can I compare maintenance plans?
Essential Care starts at $59 per month. See what it includes and compare all options on the pricing page.