# What support is included
Source: https://docs.webgee.com/en/getting-started/what-support-is-included-with-my-hosting-plan



How to reach WebGee support, and what we can and cannot help with. Applies to
every WebGee account.

Support is available 24/7 by ticket. Average first response is **20–40 minutes**,
though complex investigations and busy periods take longer.

## Open a ticket [#open-a-ticket]

Tickets are the primary channel and the only one with a full audit trail.

1. Sign in to the [WebGee client area](https://my.webgee.com).
2. Go to **Support → Open a Ticket**.

Have your [support PIN](/en/account-billing/support-pin) ready if the request
touches the account itself.

<Callout type="warn">
  Mark a ticket **priority** only when it is genuinely urgent. Misuse of the
  priority flag can result in account suspension, because it displaces customers
  with real outages.
</Callout>

## Or email the right department [#or-email-the-right-department]

| Department        | Address              | Use it for                                                                                    |
| ----------------- | -------------------- | --------------------------------------------------------------------------------------------- |
| Sales and Billing | `sales@webgee.com`   | Invoices, domain registrations and renewals, licensing, upgrades and downgrades, partnerships |
| Technical Support | `support@webgee.com` | Urgent issues, performance diagnosis, DNS and email, integrations                             |
| Abuse             | `abuse@webgee.com`   | Copyright infringement, abuse reports                                                         |

## Live chat [#live-chat]

Available **weekdays 10:00–22:00** and **weekends 10:00–16:00**.

Chat is for quick general questions. Use a ticket instead for anything urgent,
anything needing account access, and anything requiring investigation — chat
replies are not guaranteed to be immediate, and there is no audit trail of the
work.

## Phone [#phone]

Available during UK working hours, for **Premium Hosting and Elastic Cloud**
customers only.

## What support covers [#what-support-covers]

We help with the platform:

* Security, stability and performance of the hosting platform
* How to use the platform and its tools
* Restores from backup where available

<Callout type="info">
  Backups are provided but not guaranteed. Keep your own copy of anything you
  cannot afford to lose — see
  [Generate and download a backup](/en/backups/how-to-generate-download-a-website-backup).
</Callout>

## What support does not cover [#what-support-does-not-cover]

We do not debug your application code. Specifically, out of scope:

* PHP errors and code-level diagnosis
* WordPress, Magento or any other application hosted on the platform
* Development work on your site

If your request falls outside the remit we will say so and point you at the
relevant documentation, or suggest a developer. That boundary exists so that
platform incidents are not queued behind application debugging.

## Free migrations [#free-migrations]

We will migrate your sites at no charge, provided:

* The source is a **cPanel** server or provider.
* cPanel **backup functionality is enabled** on the remote server.
* You have **first tried the Migration Center** yourself, which handles most
  cases without us.
* All accounts move in a **single run**, not in batches.

## Related [#related]

* [Find your support PIN](/en/account-billing/support-pin)
* [Getting started with cPanel](/en/getting-started/cpanel-basics)