Help that's clear about what it covers.
We're a small, semi-managed host: most answers live in our docs, real questions reach a real person, and hands-on work is a paid support block — billed only when you use it. No runaround, and no 24/7 promises we can't keep.
- Open a ticketClient portal / email
- HoursMon–Fri, business hours
- Typical first replyWithin 1 business day
- Hands-on workPaid block, only when used
The fastest way to an answer.
Included vs paid, in plain terms.
We run and support the platform for free. Hands-on work inside your own server is a paid support block — and we'll always tell you before anything becomes billable.
Included Platform & account
Always free, on every plan.
- Account, billing & order questions
- Provisioning or setup issues on our side
- Network & host outages we're responsible for
- Security patching of the host platform
- Backup restore on request
- Pointing you to the right guide
Paid block Hands-on work
Billed only when you use it.
- Work inside your server or OS
- App-level troubleshooting (your stack)
- Custom configuration & setup
- Migrations beyond the included one
- Performance tuning & optimisation
- One-off ops & maintenance tasks
We're semi-managed — there is no 24/7 SLA. Support blocks are billed only when you use them, in fixed time increments, and we'll always confirm scope and cost with you before any paid work starts.
Honest response times.
General questions
How-to questions, account help and anything non-urgent.
Billing & provisioning
Orders, upgrades, invoices and setup issues on our side.
Platform incidents
Network or host outages — we work them immediately and post updates.
These are typical response times during business hours, not a contractual SLA. We're a small team, and we'd rather set expectations we can actually meet than sell a guarantee we can't.
Open a ticket.
Reach the team
Open a ticket- Emailinfo@ara-hosting.com
- Phone+49 15906 392443
- Address44807 Herner Str., Bochum, Germany
- HoursMon–Fri, business hours (CET)
Before you open a ticket
Include these and we can usually resolve it in a single reply:
- Your server ID or hostname
- What you were trying to do
- The exact error message (copy/paste or screenshot)
- What you've already tried
The honest answers.
No — and we won't pretend to. We're a small team offering responsive support during business hours (Mon–Fri, CET), plus self-serve docs that are available any time. For genuine platform outages we respond as fast as we can, regardless of the hour.
Anything hands-on inside your own server — app troubleshooting, custom config, extra migrations, tuning or one-off ops work. It's billed in fixed time blocks, and we'll always quote the scope and cost before we start. Account, billing and platform-side issues are always free.
Through the client portal or by emailing info@ara-hosting.com. Include your server ID, what you were doing, and the exact error — that's usually enough for us to resolve it in one reply.
General questions typically get a first reply within one business day; billing and provisioning the same or next business day. These are typical times during business hours, not a contractual SLA.
Yes. A standard migration is included when you move to us. Larger or more complex migrations are handled as a paid support block, quoted up front so there are no surprises.
If it's on our side — network, host or hardware — we work it immediately and post updates. If it's inside your environment, we'll help you identify it and can take over the fix as a support block if you'd like.