Support and the AI assistant

Support requests to our team

"Support" has two columns: on the left the AI assistant (see below), which answers most questions right away, and on the right "Technical support": the "New ticket" button for a question to people and the "Questions to the team" list with your tickets (the latest 10, the rest with "Show all"). In a ticket you write to our team: a subject, what it is about (general question, hosting and websites, domains, mail, payments and invoices) and a message. Describe what happens, on which domain or website, and what you have tried. Never write passwords. You can attach up to 3 files of 5 MB: pictures (PNG, JPEG, GIF, WebP), PDF or text (.txt, .log). Pictures are saved anew – without the hidden data in them (for example where they were taken). A closed ticket's files are deleted after a year; the text stays.

We answer in the same request and send you an email. The number next to the "Support" menu shows the requests with an operator's answer you haven't seen yet. You can write again in the request and close it once the question is solved. If we have answered and you write nothing for 14 days, the request closes by itself and you get an email about it. A new message in a closed request opens it again. You can have up to 10 open requests at a time.

AI assistant

"Support" opens the AI assistant straight away, which answers right away, in the language of your question (English, Bulgarian, German). It:

• answers from this help – how to do something in the panel, mail settings, the timelines of domains and payments;
• can read the details of your services – domains, websites and their SSL certificates, PHP version, applications, hosting accounts, orders – for example "Why isn't the certificate of example.com issued yet?". It only sees your own services and can't change anything – it tells you where in the panel to do it.

The assistant is a language model on our own servers – the conversations aren't sent to outside companies. It can be wrong: for important decisions, refunds, discounts and anything that needs a person, open a support request.

If the assistant doesn't help, press "Didn't help – open a support request": the conversation becomes a request to our team and is attached to it, so there is no need to repeat it.

Every time you open the assistant, a new conversation starts. Below each answer is the time it took. Your earlier conversations are listed beside it – you can go on with one or delete them ("Delete this one", "Delete all"). Deleting removes their text for good; only the number and timing of the questions remain, for the limits. A conversation handed over as a support request stays in the request.

Limits: up to 20 questions in a conversation, up to 30 questions an hour and 100 a day, a question up to 2000 characters.